1) How AI Replies Work in Thunaivi
AI reads your AI Brain (FAQs, policies, support docs), detects intent, and sends a response when confidence is high. If confidence or risk is low/high, it escalates to human.
2) When AI should auto-reply
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FAQs
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Pricing basics
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Trial steps
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Setup instructions
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Order/status type repetitive queries
Keep these automated for speed and consistency.
3) When AI must handoff to human
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Billing disputes/refunds with exceptions
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Legal/compliance requests
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Security/privacy incidents
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Angry/frustrated conversations
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Unknown/ambiguous requests
Use strict escalation rules for these cases.
4) Confidence-based routing model
Recommended:
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High confidence: AI sends response
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Medium confidence: AI drafts + agent approval
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Low confidence: direct human handoff
This balances speed and safety.
5) Human handoff workflow
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AI marks conversation as Escalated
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Adds concise handoff summary
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Assigns to correct queue/agent
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Notifies owner/team lead
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Agent replies with full context available
No context loss between AI and human.
6) Handoff summary template
Include:
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Customer issue in 1 line
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Detected intent
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AI responses already sent
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Missing info needed
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Recommended next action
This reduces agent response time.
7) Prevent wrong AI replies
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Keep knowledge base updated
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Add “restricted topics” list
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Use response guardrails
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Limit AI on risky intents
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Weekly audit failed conversations
8) AI tone and brand control
Define:
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Tone (professional/friendly)
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Response length
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Language preference
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Forbidden claims
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Escalation wording
Consistency improves customer trust.
9) KPI tracking for AI + handoff
Track weekly:
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AI deflection rate
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Escalation rate
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Wrong-answer rate
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First response time
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CSAT for AI-only vs escalated chats
Use these to tune automation safely.
10) Recommended rollout plan
Week 1: AI only for top FAQs
Week 2: Add routing + draft mode
Week 3: Expand to more intents
Week 4: Optimize handoff quality + SLA alerts