An answer is only part of the service
Customers often need a status check or an action, not another link to a help article. Discovery separates questions that can be answered from approved workflows that can resolve the request.
A supported implementation might retrieve an order status, record an issue, update an allowed field or open a case. Refunds, disputed transactions and account changes need explicit permissions and appropriate review. These actions are agreed in the written scope.
Keep the answers tied to approved information
The starting offer covers one knowledge base and up to three channels. Your policies, product information and escalation rules form the approved source material. We review common requests and identify gaps before launch.
If an answer is unsupported or the issue falls outside the agreed operation, the service should hand off instead of improvising a policy. Your team owns the policy; the implementation applies it within its tested limits.
A customer request from start to handoff
As an illustration, a customer asks where an order is. The system uses the agreed identity check and retrieves a status from a connected source. If the order is delayed or the customer disputes the information, it opens an exception for a person with the conversation history.
The exact identity checks, data access and actions depend on the tools being connected. We test both the normal request and failures such as a missing record or unavailable integration.
Measure resolution and exception quality
We track completed requests, escalations, repeated issues and sampled answer quality. When resolution cannot be verified, the interaction should not simply be counted as solved.
Monthly management includes maintenance, approved information updates, a performance review and six hours of refinements to the existing scope. Your human support staffing remains a separate responsibility.
Questions about this service
Which channels are included?
Up to three agreed channels are included, subject to supported connections. Voice, chat and email can be considered during scoping. The monthly package includes 7,500 AI voice minutes and 10,000 website chat conversations; email volume and outside subscriptions are confirmed in the written scope.
Can the system issue refunds?
Only if that action is explicitly included, supported by the connected system and governed by approved limits. Disputed or consequential requests can require human approval.
What if the knowledge base is wrong?
Your team confirms approved policies and product information. Monitoring and reviews help surface issues, but the system cannot make an inaccurate source authoritative.
What phone and website chat usage is included?
Each billing month includes 7,500 AI voice minutes and 10,000 website chat conversations. Extra AI voice costs $0.20/minute and extra website chat costs $0.10/conversation. Standard domestic carrier costs and AI processing are covered within these allowances. SMS, international calling and staffed answering are separate. Connected Operations pools its allowance across its included functions; standalone package allowances are not added to that bundle.