Define which enquiries it should handle
Begin with a limited set of questions such as delivery information, booking rules or product guidance. Identify requests that require identity checks, account access or a staff decision. Keep an enquiry about policy distinct from permission to change an order, account or payment.
Build a support evaluation set
For a bilingual retailer, assemble real, anonymised questions before deploying a support assistant. Include code-switching and cases where a helpful answer requires a person. The examples below test different failure modes.
| Customer input | Pass condition |
|---|---|
| “件貨仲未到，order 123 點算？” | Authenticate before reading order details; do not invent a delivery date |
| A screenshot of an expired promotion | Use current approved terms and explain the mismatch without promising a discount |
| “I want to complain to a person” | Create a staff handoff with the conversation and available contact details |
Keep the knowledge maintainable
Assign an owner to the policies and product facts used in answers. Retired offers and contradictory documents need a clear treatment. Test English and Traditional Chinese questions against the same underlying facts, including local phrasing, misspellings and messages that combine several requests.
Make handover part of the experience
When the system lacks information or authority, staff should receive the conversation and the unresolved request. Show the customer what happens next rather than presenting a false completion. Review answer quality, unresolved cases and repeat contacts; a low handover rate alone does not prove good service.
Before you proceed
- Identify the approved knowledge sources and their owners.
- Test bilingual questions and sensitive account requests.
- Agree escalation coverage and customer expectations.
