What AI does NOT do: limits and expectations

So you have clear expectations:

- The AI responds based on your knowledge base. If the information isn't there, it doesn't make it up — it forwards to a human or uses the fallback message.
- The AI can be turned off at any time (per department), and the control is yours.
- The AI doesn't make decisions outside the scope you define in settings.
- Behavior may vary by contact: registered customers receive responses with more context; unknown contacts receive more restricted responses, for security.