Module · M1 · A desk, not a chatbot✅Knowledge checkCheck: a desk, not a chatbot4 questions · Pass at 60%1. Why is the exit — the handoff to a human — a part of a desk rather than a sign it failed?Because customers prefer humansBecause an agent with no way to admit a limit fills the gap with something plausible insteadBecause it reduces the cost per conversationIt is not a part; a well-built desk never hands off2. The knowledge base held five policy documents and not one course fee — while a policy in it instructed the agent to quote fees exactly. What is wrong with that?Nothing, as long as the agent refuses to answer fee questionsThe policy points at figures that are nowhere in the corpus, so the rule cannot be followedFive documents is too few for retrieval to workFees should never be in a knowledge base3. Asked what 30 seats would cost, the agent quoted the per-seat price correctly and then refused to multiply. Why is the refusal right?The model is bad at arithmeticA cohort price is set by contract and is not the seat price times the seat count — that figure is not in the catalogue to quoteMultiplication needs a calculator toolIt should have multiplied; that was a bug4. What does a good refusal do that a blanket “I don't have that information” does not?It apologises properlyIt gives the fact it does have, says plainly what it cannot answer, and hands offIt asks the customer to rephraseIt escalates every question to a humanCheck answers← Back to Building AI Agents for Sales, Onboarding and SupportNext topic →
