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What to expect from AI

AI doesn't already know everything. It knows what you teach it. This page tells you what to really expect before you start.

What it does well

  • Answers the same question 400 times a day, always with the same patience.
  • Answers at 3 AM, on Sundays, or during holidays.
  • Answers in 5 languages without extra costs.
  • Finds the right answer in your documents in a few seconds.
  • Hands over the conversation to a person when needed.

What it doesn't do

  • It doesn't decide for you. It doesn't give discounts, accept returns, or promise delivery dates.
  • It doesn't negotiate. If a customer insists, the bot sticks to the rule you gave it.
  • It doesn't invent offers. If it doesn't find the answer in your content, it says it doesn't know.
  • It doesn't know things that aren't written anywhere. If the August opening hours are only in the owner's head, the bot doesn't know them.

The first month is training

On day one, the bot only knows what we uploaded. Real questions from your customers are always slightly different from the expected ones. Gaps emerge in the first few weeks: this is normal, not a defect. That is why training exists.

What we ask from you

Very little, and at the right moments. Before go-live, we cover the critical points together: the questions your customers actually ask. Then we go online, and most of the improvement happens there, in real use: the system automatically detects unanswered questions, and we fix them. We ask you for two things: report when you notice a wrong answer, and let us know when something changes in your company (a new product, a promo, a closure).

What we do

glacom® experts monitor the system, fix technical errors, and supervise important changes. You are not alone: see Human control.

Limits

  • A newly activated bot makes more mistakes than a bot trained for three months. The right comparison is not "the bot versus an experienced employee", it is "the bot versus no answer".
  • If your content is old or wrong, the answers will be old or wrong.

From the app

From the glacom® app, you can read conversations and flag answers to be corrected, wherever you are.