AI Customer Agent

How much of a customer conversation can an agent own before a human needs to take over?

An agent with a bounded knowledge base, an explicit confidence threshold and a visible handoff moment, so trust is engineered rather than assumed.

• LLM APIs
• Vector search
• TypeScript
• Node

• Grounding answers in a narrow knowledge base beats a larger, vaguer one
• Escalation quality matters more than raw answer quality
• Users forgive a handoff; they do not forgive a confident wrong answer

Move from single-turn answers to multi-step actions such as refunds and scheduling, with an audit trail for every action taken.