Question
Answer
It says that artificial intelligence is answering, not a human. It offers to hand the question off to a human colleague.
The disclosure is visible in the header and in the first message, so the customer knows from the start of the conversation that they are writing to artificial intelligence. The disclosure cannot be switched off.
The assistant answers the other questions from the company’s knowledge base: website, product pages, price list, delivery and return terms, FAQ, house rules, uploaded documents. If the customer’s question is not clear, it asks which product or order it is about.
If the customer wants a person, the assistant asks for their contact details and hands the question off to a colleague. The unanswered question appears in the weekly summary.
Sample conversation
Customer: Am I talking to a person now?
AI assistant: No, artificial intelligence is answering. If you wish, I will hand the question off to a colleague.
Customer: Why does the header say this?
AI assistant: The header and the first message show from the start of the conversation that artificial intelligence is answering.
Sample conversation
Customer: Excuse me, is there someone sitting on the other side of the screen right now?
AI assistant: An AI assistant is answering here; the disclosure is also visible in the header. You can also ask for our colleague.
Customer: That is fine, then I would ask about shoe sizes.
AI assistant: The size chart is on the product page. Which shoe would you like to know about?
Customer: The leather boots.
AI assistant: The size chart on the product page lists the sizes of the leather boots. If you would also like to talk to our colleague, please give me your contact details, and they will contact you.
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