What it is
A system that handles recurring questions and requests on its own — and stops the moment a decision is needed. No commitment counts until a human has approved it.
In brief
Build systems
A fixed price, known up front. All prices are on one page, with what is and isn't included.
What it does
Answering the questions that come back every week (opening hours, procedures, standard requests, scheduling) from a managed knowledge base, with citations. Anything that deviates, is sensitive, or touches money goes to a human, with the preparatory work already done. And if the answer isn't in the knowledge base, the system says so, honestly.
How it helps
Recurring questions are small one by one and a full day's work together. Outsourcing them to a standard chatbot is risky: a bot that speaks on the organization's behalf and makes the wrong commitments gets held to those commitments — there's case law on that by now. This front office is therefore bounded: routine handled on its own, decisions to the human, and a log of every answer. The time savings without the reputational risk.
The steps
01
The analysis: which questions come in, how often, and which are truly routine.
02
The knowledge base: the answers the organization manages itself, with an owner per topic.
03
The build: handling, boundaries, referral, and logging.
04
The trial alongside the existing way of working, two to four weeks, with measurement.
05
Live, with a monthly check of what the system referred out and what it handled itself.
What isn't included
Executing payments, commitments, or changes in systems; that lies technically outside the model. Integrations with calendar or booking systems are possible, and help determine the final price.
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