Choose safe service tasks
Start with questions that have stable, approved answers. High consequence issues involving money, safety, legal rights or account changes should have stronger controls and human review.
- Build from approved source material
- Define topics the system must escalate
- Make human contact available
Design for honest communication
Customers should understand when they are interacting with automation. The system should not invent policy, hide uncertainty or pretend an action was completed when it was not.
- State important limitations
- Use clear escalation paths
- Confirm completed actions through real systems
Review service quality
Track incorrect answers, unresolved contacts, escalations, complaints and customer satisfaction. Update the approved knowledge source when policies change.
- Audit real conversations
- Protect customer records
- Pause unsafe responses quickly