A customer says their basement is flooding and asks what a 1 HP pump costs. The assistant gives them the price.
That pump couldn't push the water up to street level. They were back three days later with both shipping charges paid, and the salesperson redid the whole order.
Companies already let AI handle everything that comes in.
And then nobody looks again.
Orders, complaints, forms, emails someone used to read, chat messages… and most of them get answered fine. But the ones with something to decide get answered like all the rest, and that one goes a different way. On top of that, nobody flags them as mistakes, because the answers weren't wrong.
Before answering, someone has to decide what the person asking needs and what to do with that case. That judgment exists in the company, in the heads of the people who handle those cases every day.
Our job is to bring it out and put it to work deciding every case: in the site assistant, and in the emails and forms that come in. What ends up answering decides the way that person would.
Everything went right, and the company paid for it
They loaded the full manuals into the assistant. Ask it anything and it comes back with three screens of specs.
The technician out on the job site needed one number. They called support and tied up two people.
Orders come in by email and get entered on their own. One shows up at three times the usual amount and goes in just the same.
It was a typo on the customer's end. By the time anyone caught it, the truck had already left with goods promised to another order.