Supervised AI
Automate repetitive questions without removing team control
A strong workflow does not hide the human operator. It defines what AI may answer, when automation pauses, and which actions require human confirmation.
When AI should answer
Use automation for questions covered by reliable data.
- ✓Descriptions, prices, and variants in the active catalog.
- ✓Hours, policies, and instructions approved by the business.
- ✓Recommendations restricted to available items.
When to hand over
Create objective, auditable triggers.
- ✓Discounts, exceptions, complaints, or cancellation.
- ✓Unconfirmed stock, delivery, payment, or critical data.
- ✓The question is uncovered or reply confidence is low.
- ✓The customer explicitly asks for a person.
Metrics that matter
Measure safety and commercial outcome together.
- ✓Time to first reply and human response.
- ✓Share of replies grounded in catalog data.
- ✓Handover, correction, and abandonment rates.
- ✓Human-confirmed orders and attributable revenue.
Pilot checklist
Start with a small sample, review replies daily, and expand coverage only when the catalog, rules, and team are stable.
Official documentation
Design your human-handover rules
Validate rules, catalog, and escalation before expanding automation.
Request a pilot