The playbook, from a decade in production.
Seven lessons from telco, banking, government and commerce deployments. Each industry page adds its own.
- 1
Start where the volume is
Rank intents by volume and cost. Automate the top twenty, measure deflection weekly, then widen.
- 2
Hand over with context
Every escalation carries the transcript, customer data and detected intent. No customer repeats themselves.
- 3
One memory across channels
A customer who starts on WhatsApp and calls later is the same conversation. Design for that.
- 4
Design per language
Train intents natively in Arabic, Khmer, Thai or German instead of translating English scripts.
- 5
Earn the opt-in
Clear value at sign-up beats large lists. Quality ratings protect your sender reputation.
- 6
Measure revenue, not just tickets
Track conversions, recovered carts and lifetime value next to deflection.
- 7
Own your stack when it matters
Regulated sectors choose white-label or source licence to keep data and roadmap in-house.