Can an agent answer a customer without making the answer up?
Only if it stays inside the company's own corpus, shows the source of every answer and hands over the moment it steps outside. An agent that improvises on a contract question costs more than the headcount it saves.
Description
Handles first-line queries against the company's own documentation: terms, procedures, product. Shows the source in every answer and escalates to a person when the question falls outside what it can support.
The problem
Support answers from a knowledge base that went out of date months ago. Escalation is expensive and slow, so the pressure is to answer anyway. On a contract or a payment question, an invented answer is not an inconvenience: it is a liability the company has to honour.
How we solve it
RenBase fences the agent to the corpus the company controls, with citations the customer can see. It will not answer without a document behind it. The agent is built to recognise what it does not know and hand over. RenLayer measures how much it resolves, where it hands over and what each conversation costs. Widening its scope becomes an evidence question.
What it returns
Volume gets absorbed without the company underwriting answers nobody wrote. The handover reasons name the missing documents.
KPIs to track
What to measure to know whether this is working. We define the metrics with you before starting, chosen so that it is hard to look good without having done well.
- Resolution without a human
- Counted only when the customer does not come back within seven days.
- Handover rate, broken down by reason
- The reason matters more than the rate: it names the documentation that is missing.
- Answers given without a source
- Must be zero.
- Satisfaction against the human queue
- Compared with your own agents over the same period, not against an industry average.
Contact
Does your case look like one of these? That is the best way to start the conversation.
Talk to us