Start with the questions you already answer
Collect common questions about your product, booking process, delivery and returns. Keep the answers connected to current policies so automation has a reliable source to work from.
- Organize approved answers
- Keep source information current
- Identify questions that need judgment
Separate policy answers from account actions
A shop can answer a general care question from approved product guidance. A missing order or refund needs current order information and the right permission. Prepare examples of both so the workflow can tell them apart. Define what to do when information is absent, a policy conflicts or a customer asks for an exception.
- General guidance comes from the approved knowledge base
- Order-specific answers need verified order information
- Exceptions go to the named business owner
A support desk for a homewares shop
Organize approved answers about care, delivery and returns for my homewares shop. Draft replies using those policies. If an order cannot be verified or a refund needs approval, prepare a handoff to me without promising an outcome.
Adapt this brief to your business →Test uncertainty as carefully as ordinary questions
Try a common care question, a request with an unknown order number and a refund outside the stated policy. Check that the response identifies uncertainty and carries useful context into the handoff. Review old answers when policies change. An AI-generated response should never claim a refund or delivery action happened without confirmation.
- Answers match the current approved policy
- Private order details are not exposed to another customer
- Unresolved cases reach a person with the conversation context
Questions worth asking
Start with recurring questions that have current, approved answers, such as care instructions or the standard booking process. Order-specific requests need verified records and permissions; unusual cases need a clear route to a person.
It should identify the missing information and hand the case to the responsible person with useful context. It should not invent a policy, disclose another customer’s records or claim a refund or delivery action has happened.
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