Choose a specific job
Start with repeated questions, service discovery, or enquiry routing. A clearly defined assistant is easier to assess than one expected to handle every possible request.
Prepare the source material
Use approved service information, support answers, and business policies. Assign an owner to correct outdated or conflicting content.
Make escalation easy
Explain the assistant’s role and provide a route to a person when it cannot help. Avoid treating an uncertain answer as a completed support interaction.
Test representative conversations
Check ordinary questions, ambiguous requests, missing information, and attempts to obtain information outside the assistant’s scope. Review the answers against the approved material.
Measure helpfulness
Review resolved questions, handoffs, customer feedback, and errors. Keep sensitive information out of unnecessary logs and agree who can inspect conversations.
Key takeaways
- Choose a specific job
- Prepare the source material
- Make escalation easy
- Test representative conversations
