Answers from what you know. Hands over when it should.
Give the agent a role, instructions and knowledge. It answers customers in their language, shows its sources, and brings in your team whenever human judgment matters.
Designed around your business.
Instructions and guardrails in plain language.
Write how the agent should behave the way you would brief a new teammate. It follows your words, your tone and your limits.
- Separate agents per brand, department or use case
- A role, a tone and instructions for each
- Rules for what it must never say or promise
Instructions
A confidence threshold decides when to escalate.
Every answer carries a confidence score. Below your threshold, the agent holds the answer back and hands the conversation to your team instead of guessing.
- Set the threshold per agent
- Handoff rules for refunds, disputes or a request for a person
- Low-confidence questions become knowledge gaps
Answer routing
Threshold 0.75 · Hand off on refunds and when asked for a person
The customer's language, detected and kept.
One agent answers in more than 50 languages from the same knowledge. Arabic and Dhivehi render right to left, and the language travels with the conversation when a person takes over.
- Automatic language detection
- Pick which languages each agent supports
- Voice covers fewer languages than chat
Test it before it goes live.
Ask the questions your customers ask and see the answer, the source and the confidence before you publish. Publish when you are happy with it.
- Preview every change
- See which source each answer used
- Pause an agent or take over at any time
Nothing consequential happens unapproved.
For actions you choose, the agent asks an authorized person in Slack, Microsoft Teams, the Akema inbox or by mobile push, then records the decision with the conversation.
Refund MVR 2,400 on reservation R-88214
Questions about the agent
Can I run more than one agent?
Yes. Teams commonly run one per brand, department or use case, each with its own knowledge, languages and rules.
What happens when the agent is not sure?
Answers below your confidence threshold are withheld or escalated rather than guessed. The conversation goes to your team with a summary, and the question is logged as a knowledge gap.
Can the agent take actions like refunds?
Approval workflows are in early access. For actions you configure, the agent asks an authorized person first and waits for a decision, which is recorded on the ticket.
Which languages does the agent speak?
More than 50 in chat, including English, Arabic, Hindi, Dhivehi, Bengali, Tamil and French. Voice language coverage is narrower, so confirm your languages before launch.
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ready for every conversation.
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