AI that handles cases the way your company does

Before it answers, it decides what to do

Take an assistant on a company website, what most people call the chatbot. Someone shows up with a question and explains it however they can, in their own words, which aren't necessarily the company's words. The assistant first works out what that person needs and answers that, instead of something that resembles the question. And sometimes what helps is saying “I can't solve this” or “talk to someone on the team” before the person gives up; and whoever picks up the case gets a summary of the conversation, so they're not starting from scratch.

The same thing happens where there's no conversation at all, like email or forms: an order with a figure that doesn't add up, a complaint that's really a technical question. Each one gets sorted by what the case is, even when the words don't quite say it.

Whether it's a chat or an email coming in, the point is to understand what that case is asking for before doing anything with it.

Turning that judgment into decisions

That's our work. Before your AI handles a single question, we settle the decisions it will later apply on its own: what it can talk about and what it isn't allowed to say, where the person asking stands (just starting to ask, comparing options, already a customer with a problem), and which part of everything you've loaded belongs to that question and not to a similar one. And we test it question by question before anyone outside uses it, looking at what it understood and why it answered what it answered.

The assistant on this site is built that way: Analyze your case.

It ends up solving cases nobody told it about

Somebody at your company takes questions every day and works out the ones with no ready answer. Those are the people we ask about situations that already happened: what they took into account, what they ruled out, and why they decided one way and not another.

They decide without stopping to explain which rule they're using: they apply it when the case shows up. From that we build judgment that also solves the situations none of those conversations ever mentioned.

We can start with whatever your company already has written down: the website, the history of past questions, a product list with its specs. And depending on the case, we can also start with no documentation at all.

I answer for what it decides

Daniel San Martín
Director

Once the AI is up and answering, I keep watching what it decides and I tune the judgment with the cases that reach it. Judgment matures: a few months in, it handles situations that hadn't come up on day one.

That's the part of the work I care about: the point where a question doesn't look like any other.

Bring our assistant a situation from your company, one of the hard ones, and see what it does with it.