SOURCE
Knowledge boundary
Documents, pages, product facts, policies and an explicit “I do not know” path.
Grounded AI chatbots
Let people ask the obvious question and get a useful answer.
A chatbot is part of your service experience, not a floating novelty. I build assistants that use your approved knowledge, collect the right context and know when a human should take over.
BEHAVIOUR
Conversation design
Short answers, follow-up questions, safe language and the right next action for each intent.
HANDOFF
Human escalation
Unanswered-question capture, lead context and a clear route to your team when the system should stop.
The chatbot should make the next step obvious.
Before launch, we define the source set, test common and difficult questions, review the tone and decide what data should never be collected in chat.
- Website, WhatsApp or Telegram entry points
- Approved source retrieval
- Unanswered-question review loop
A responsible chatbot handover includes
- Knowledge sources and update ownership
- Conversation examples for happy paths and edge cases
- Escalation rules for sensitive, ambiguous or missing information
- Analytics that improve the service instead of merely counting messages
No chatbot should impersonate a professional, invent a policy or hide its limits. In high-stakes contexts, it should guide people to the correct human or official source.