Grounded, or it does not ship
Answers come from retrieved content, and the assistant is built to say it does not know rather than fill the gap. For a business, a plausible wrong answer about pricing or policy is a liability, not a rough edge.
03 · Service
AI chatbots & assistants
An assistant that confidently invents an answer is worse than no assistant. The engineering that matters is not the model — it is grounding answers in your actual content and being honest when the answer is not there.
What this usually includes
- Assistants that answer from your documents, product catalogue, policies or help content
- Retrieval pipelines — ingesting your content, keeping the index current as it changes
- Handoff to a human, with the conversation history attached
- Guardrails: refusing out-of-scope questions rather than guessing at them
- Embedding the assistant into an existing site or product
- Review tooling so you can read what it has been saying
How we approach it
The content pipeline is the real work
Quality tracks how well your content is chunked, indexed and kept up to date far more than which model is behind it. That plumbing is most of the build.
Know when to get out of the way
Routing to a person at the right moment is a feature. An assistant that traps someone in a loop costs you the customer it was meant to serve.
What you end up with
- The running assistant, embedded where your users are
- The ingestion pipeline, so new content becomes answerable without us
- Access to conversation logs and whatever review tooling the build includes
- Clear documentation of what it is scoped to answer — and what it will decline
What this isn’t
- A general-purpose chatbot that will answer anything about any topic
- Any claim about deflection or resolution rates before yours has run on real traffic
Is this the thing you need building?
Describe the problem in a couple of sentences. You’ll get a straight answer about whether we’re the right people — including when we’re not.
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