An assistant needs the right information and clear boundaries. Fluent wording alone does not establish that an answer is correct.
A question arrives with context
A shopper writes a message in their own words. The assistant considers the question and the relevant conversation context to work out what information or action is needed. A follow-up such as ‘What about the blue one?’ depends on what came before it.
The store supplies the facts
Product descriptions, policies, knowledge entries, and connected order information give the assistant a source for store-specific answers. The availability of these sources varies by product and configuration, so confirm what your setup can access.
When a source is missing or unclear, the right behavior is to ask a useful follow-up, explain the limitation, or hand over to a person.
The answer may include an action
A product link, an order lookup, and an order change are different capabilities. Actions need appropriate access, verification, and permissions. Test each one separately rather than assuming that answering a question means the assistant can also complete the task.
Put the explanation to work
Build a small test set that covers facts, follow-ups, missing information, and requests for a person. Check both the wording and the outcome. Save the tests and repeat them when you change a policy or an important configuration.
- A question with a documented answer
- A follow-up that uses conversation context
- A question with missing information
- A task that requires verification
- A request for a human
See the experience for yourself.
Bring a shopper question to the interactive demo.
Try a conversation