Most bots stay exactly as they were on the day they were set up. Nobody listens to their conversations, so nobody knows where they go wrong — and the customers do.
The agent answers from what your business actually knows
The knowledge base is built from your documents, your website and the conversations you have already had. The agent answers from it, in the channels your customers already use.
- Answers in messaging channels and in the chat on your site
- When the knowledge base has no answer, it says so instead of inventing one
- Hands over to a person when a person is needed
The knowledge base grows from the conversations you already have
The system reads your channels through the day, pulls knowledge and answers out of the conversations, and adds them to the knowledge base. It grows out of work that was happening anyway: what one of your people told a customer in a conversation becomes an answer the agent can give the next time.
- By default, one click approves an item into the knowledge base
- Or autopilot — above a confidence level you set, it goes in without approval
- Questions that came up again and had no answer
The agent's instructions are checked against what actually happened
Each agent's instructions are checked against the conversations themselves: where a person had to step in and answer instead of the agent, and which question the instructions never covered. What comes back is a concrete recommendation — what to add, and what to change. Less reaches a person, and the answers get more accurate as time goes on.
- Every time a person had to step in and answer for the agent
- The questions the instructions never covered
- The recommendation comes written and ready — what you do with it is your call
The agent editor — change it, publish it, go back
You decide how the agent speaks and what it is allowed to do. Every change is kept as a version, and publishing to the live agent is one click.
- Version history for every change
- Publishing straight to the agent that talks to customers
- Several agents, each with the knowledge base that suits it
Three things you control
What goes in automatically
By default a person approves. You can switch on autopilot — anything above a confidence level you set goes in by itself.
What happens when there is no answer
The agent says it does not know. It does not invent something that sounds real, and that is the difference between a bot people trust and one you end up switching off.
Who sees the conversations
Every conversation is kept, with what the agent answered and where it came from. You can read it, correct it, and take over.
Who this is for
- A business that gets the same questions again and again, across channels
- A small service team that cannot answer fast enough
- Anyone who already tried a bot and turned it off because it talked nonsense
Coming soon
Voice AI agents
The agent will listen to phone recordings, analyse them, improve itself from what was said, and build a knowledge base out of them — the way it already does with written conversations.
Don't see your system? If it has an API, it connects.