Answer common questions
Schedules, services and terms come from reread content.
Services / Digital customer assistant
Customer support
Answer initial questions without losing context.
The assistant uses only approved information, collects useful context and hands over when a person needs to intervene.
HomeQualificationHuman relay
Objectives
Remain available without inventing an answer
Qualify the request
A few questions gather useful context before the follow-up.
Passing the baton
Sensitive or unknown requests are directed to a person.
Scope
An assistant governed by your organisation's rules
Knowledge base
Authorized information is selected and structured.
Tone and limits
The response style and excluded topics are explained.
Contact journey
Essential information is collected without overhead.
Follow-up
Problematic responses are used to improve the scope.
Procedure
A framework that is readable from start to finish
Collect
Identify frequently asked questions and reference answers.
Test
Check responses, refusals and handovers.
Follow
Update the content as the organisation evolves.
An assistant that knows when to hand over
The assistant can explain a service or gather the context of an enquiry. For a pricing exception, complaint or information missing from its sources, it should suggest human contact. We test questions based on your business, including unclear wording, unrelated requests and conflicting information.
You provide approved content and name its reviewer. We define the contact details to collect, where enquiries go and how to disable the service. An assistant is not a person and cannot guarantee correct answers. AB-Chat is our offer for integrating one into a website.
Practical information
Useful questions before you get started
No. It remains limited to approved information and journeys.
No. The instructions prohibit inventing a price or commitment.
Yes. A clear hand-off to a person is built into the journey.
Let's define what the assistant can actually support.
A short framework makes it possible to identify useful questions and necessary limits.
