When it makes sense
When you receive many similar requests, information is spread across multiple tools, or the team spends time searching for answers that already exist somewhere.
Scenario
An AI assistant that answers using your data.
Not a generic chatbot: an assistant connected to the right sources, able to find information, answer frequent questions, and understand when a request should move to a person.
Let's talkHow a request moves
Incoming request
A customer asks for an answer or information about a specific case.
Sources
Docs and FAQs
CRM or ERP
Emails and requests
Assistant
AI + rules
It retrieves context, checks the limits, and decides whether to answer or hand the request to the team.
Actions
Customer answer
when context is enough
Qualified request
category, urgency, useful data
Team handoff
with summary and sources used
The request is matched against selected, maintainable sources, not everything that happens to be available.
What I would build
A first version connected to a few reliable sources: documents, FAQs, a CRM, or an ERP. The assistant answers only when it has enough context and flags uncertain cases.
What we check
Answer quality, sources used, stop conditions, conversation logs, and the handoff to a person when the request is not clear enough.
The important parts are not just AI
- Choose reliable sources that can stay updated
- Define what the assistant should not do
- Keep useful logs without exposing sensitive data
- Add a human handoff for uncertain cases
The goal is not to replace the team: it is to remove repeated questions, make internal search faster, and leave the important decisions to people.