Part of Custom Agents
Chat agents
An on-site assistant trained on the client's knowledge base, connected to their systems.
A chat agent on your website that answers questions from your own material: your services, policies, opening hours and the questions your team answers every week. Each answer shows where it came from.
When a question falls outside what it knows, it doesn't guess. It passes the conversation to a person, with the details already captured.
The problem
Most website chatbots go wrong one of two ways.
Some follow a rigid script and fall over the moment a visitor asks something off it. Others are a general-purpose AI that sounds confident while making things up. Neither is something you want talking to customers in your name.
The version worth building is narrower: grounded in your content, clear about where its answers come from, and honest about its limits.
How it works
How the agent decides what to say.
- 01
Built on your knowledge
We gather what customers actually ask, from your site, your documents and your team, and build the knowledge base the agent draws on.
- 02
Answers with a source
Each answer comes from that knowledge base and points to where it came from, so it can be checked.
- 03
A confidence check, then handoff
Before answering, it measures how well its sources match the question. Below a set threshold it hands over to a person. The check is a measurement, not the AI's opinion of itself.
- 04
Enquiries captured
When a visitor wants a quote or a callback, their details are collected and sent on. Anything written to your CRM waits as a draft for a person to approve.
What the build needs
The agent is built. Your knowledge is the work.
The chat agent, its confidence check and its handoff are built and tested as a template. The work for each business is the knowledge it draws on and the systems it connects to.
Your source material
Service descriptions, policies, FAQs and the answers your team gives on the phone. Gaps in the material become gaps in the answers, so this is the step that matters most.
A handoff route
Where a conversation goes when the agent passes it on: an inbox, a shared channel or your CRM, if its API allows it.
Your say on what it covers
You decide which topics it answers, which it always hands to a person, and how it introduces itself.
Related
Often paired with.
- Custom Agents
Document search, internal tools, portals and integrations.
- Speed-to-lead
Instant replies for visitors who'd rather fill in a form.
- For ecommerce
Answering pre-purchase questions at any hour.
- For professional services
First questions answered before a client picks up the phone.
FAQ
Chat agents, answered straight.
Chat agents
Will it make things up?
It's built not to. It answers only from your knowledge base, and if its sources don't match the question closely enough, it hands over to a person instead of answering.
Can't I just use an off-the-shelf chatbot?
You can, and for a handful of simple FAQs one may be enough. A custom agent earns its place when answers have to come from detailed material of your own, when a wrong answer has a real cost, or when conversations need to feed into your other systems.
Can it book appointments?
It can take booking requests and pass them on. Booking straight into your diary depends on whether your booking software lets an outside system do that, which we check first.
Will visitors know they're talking to AI?
Yes. It introduces itself as an automated assistant and offers a person whenever one is needed.
Ready to stop the leak?
Tell us where enquiries are slipping through, and we’ll show you what to build first.