Define permitted tasks
List the questions it can answer, information it may collect and actions it may take. Use approved business facts. Decide which requests require immediate human escalation and avoid presenting uncertain answers as confirmed policy.
AI call intake and handoff
Review sample call intake, extracted details and the human handoff.
Build the exception path
Plan for unclear speech, unavailable calendars, sensitive requests and customers who want a person. Confirm how a message reaches the team. Make the automated nature of the interaction clear and review applicable recording and privacy requirements before launch.
Evaluate with realistic scenarios
Test routine and difficult enquiries using approved sample scripts. Review accuracy, escalation and customer effort. Budget for call or message usage, monitoring and human review, not just the initial setup.
Put the guidance to work
Capture your starting point, assign an owner to the next action, and decide what evidence will confirm that it worked.
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