Solution
Answers the repeats, escalates the rest
The value is not in answering everything. It is in answering the eighty percent that repeat, and being honest about the rest.
Answers from your documents only
§ 01 / 05Sounds familiar?
If two of these are true, this page is for you
- The same five questions arrive every day
- After-hours enquiries wait until morning
- Support interrupts work that requires concentration
- Answer quality depends on who is on shift
§ 02 / 05The approach
What changes, in order
- Ground it
- Answers come from your documents, not the open internet
What is not in your material, it does not claim to know.
- Disclose it
- It says it is an assistant in the first sentence
- Escalate it
- A written rule for when a person takes over
- Review it
- Weekly transcript review for the first month
Every wrong answer becomes a fix.
- Capture it
- Conversations become enquiries with full context
§ 03 / 05Commitments
Measured, not promised
§ 01 / 01Questions
Before you ask us
What happens when it does not know?
It says so and hands over, with the conversation so far attached. An assistant that guesses is worse than no assistant, because it costs you trust rather than time.
Can it take actions, not just answer?
Yes, for narrow and reversible ones: booking a slot, sending a document, updating a record. Anything that moves money or cannot be undone goes to a person.
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