A correct answer can still be a dead end.
A customer asking for an opening wants a time, not a paragraph about opening hours. A customer asking about a part wants availability and a way to buy it. We map common questions to concrete actions before building an agent.
Approved actions make the experience dependable.
An agent should use the business’s own knowledge and only take actions it is allowed to take. That means approved price ranges, known booking windows and clear escalation rules.
A handoff should preserve the conversation.
When a request needs judgment, the staff member should see what the customer asked, what the agent found and which step remains. That lets the conversation continue instead of starting over.
