An AI assistant is more useful when the task is limited and the result can be checked. A general instruction to “answer customers about everything” creates unclear lines of responsibility.

Define the information it may use

Specify the sources for answers, the current terms of your services and the cases in which it must admit that information is missing. Do not let it invent prices, availability, agreements or results. Sensitive data is processed only in the agreed system and to the agreed extent.

Separate text from action

Drafting a reply and sending it to a customer are different permissions. Keep human review for significant decisions. Test the scenario of handing over to an employee if a question requires professional judgement or goes beyond the instructions.

How to set the limits of its answers

List the permitted topics and sources, then explicitly name the cases for handing over to a person: an unknown price, a request to change terms, a dispute or a question outside the published offer. The assistant must be able to say what information is missing without inventing an answer. Define separately how personal information and accessible materials are handled. Do not add all of the company's correspondence as general context without checking purpose and access. Convenience of answers does not justify sharing unnecessary data or making promises on the team's behalf.

How to test the assistant before it talks to customers

Collect typical questions, ambiguous requests and examples of missing information. Check whether the rule for handing over to a person still holds when someone asks for an exception or applies time pressure. Test permissions separately: preparing a draft and sending a message are different actions. Do not mistake a persuasive style for correct content. Appoint an owner for the source information and a procedure for updating terms. If a service or price changes, you need to check every place the assistant draws its answers from, not just edit one visible text.

What to check

  • Name the assistant's specific task.
  • Define verified sources.
  • Prohibit inventing missing information.
  • Check the route for handing a question over to a person.

Example situation

The assistant can explain what a published package includes but must not promise on its own that an application will be approved or change an agreed price.

Next step

Useful automation keeps control over the company's promises and explicitly limits what the system is allowed to do.

Official information on this topic

Checklists and examples are organisational recommendations. Requirements depend on the procedure, the city and your situation; check them with the relevant office before you act. Please discuss legal and tax questions with an authorised professional.

This article was prepared with the help of AI. The example illustrates the approach and does not describe a client case.