Hypothesis
An assistant that knows what it may not decide is trusted with the rest; one that guesses once is not trusted again.
Desired result: Incremental revenue or retention; lower contact waste; improved conversion with margin guardrails
AI platform, digital service and compliance teams
Hand the conversation to a person before the assistant guesses
A customer asks the assistant to dispute a charge. The assistant's providers are routed, metered and filtered, and none of them is authorised to decide a dispute.
No demonstration is configured for this journey yet.
Seen by the customer · App, Kiswahili
From the record, not a run: what would reach them, on App, WhatsApp, Web, in Kiswahili, English.
The case
Annotated from the recordWhat happened
A customer asks the assistant to dispute a charge, and the assistant's providers are routed, metered and filtered but not authorised to decide.
A customer asks the assistant to dispute a charge. The assistant's providers are routed, metered and filtered, and none of them is authorised to decide a dispute.
What it reads
- The request and the policy that governs it
- Provider health, cost and language fit
- The safety filter's result
- Consent and the customer's channel
Checks before anything is sent
Safety filter, policy limit, provider health, cost control and consent checks pass.
Every option considered, including doing nothing
No action is a valid outcome, and it is recorded with its reason. Nothing is computed on this page: the options are the record's own, and no run has decided anything.
Evidence record
Preview- Reference
- Issued when a run is saved. An evaluation that was never saved has none.
- Decision
- One of the options, including no action, with the reason.
- Checks
- Safety filter, policy limit, provider health, cost control and consent checks pass.
- Evidence kept
- Request
- routing decision
- provider
- cost
- filter result
- handoff reason
- agent's resolution
- the decision audit
- The measures
- Handoffs resolved by a person, against answers the assistant gave that it should not have.
- Connection
- Stated on every record. In the demonstration no operator system is connected, and each record carries that state.
The shape of the record, with no values. A reference appears only after a run is saved.
The improvement, and how it is measured
Modelled not observed
No figure is modelled for this journey. The mechanism that could produce the result is stated instead.
Ingest → qualify → score → apply limits/consent → assign control → execute approved action → capture delivery and business outcome → monitor/retrain
Observed
Nothing yet. Measurement begins in a pilot’s validate stage, on your systems, against a comparison agreed first.
Randomised holdout where feasible; intent-to-treat primary view; pre-declared denominator; guardrails for complaints, margin and opt-out
Measured on: Eligible population; treatment rate; conversion; incremental revenue; ARPU; churn; contact rate; margin; opt-out; decision latency
Assumptions, costs and the record’s five answers
- 01Desired result
The result wanted.
Incremental revenue or retention; lower contact waste; improved conversion with margin guardrails
- 02Mechanism
The mechanism that could produce it.
Ingest → qualify → score → apply limits/consent → assign control → execute approved action → capture delivery and business outcome → monitor/retrain
- 03Evidence required
The records kept to show it.
Decision log; eligibility snapshot; price/order response; delivery receipt; control assignment; revenue/outcome ledger
- 04Costs and risks
The cost, and the ways it can go wrong.
Costs: Setup fee + annual product subscription; optional managed execution fee; optional verified-outcome fee with agreed baseline
If it fails: Fail closed on eligibility/consent/price; queue retryable events; do not duplicate orders; route exception to campaign operations
- 05Measurement approach
The measure that shows it helped.
Randomised holdout where feasible; intent-to-treat primary view; pre-declared denominator; guardrails for complaints, margin and opt-out
Measured on: Eligible population; treatment rate; conversion; incremental revenue; ARPU; churn; contact rate; margin; opt-out; decision latency
Nothing has been observed for this product. Every line above is the record's own design intent; measurement begins in a pilot's validate stage, on your systems, with the comparison agreed first.
The business side
- The change
- Handoffs resolved by a person, against answers the assistant gave that it should not have.
- Running cost
- Setup fee + annual product subscription; optional managed execution fee; optional verified-outcome fee with agreed baseline
- What evidence supports it
- Request, routing decision, provider and cost, filter result, handoff reason, agent's resolution and the decision audit.
The journey in detail
Step by step, from both sides
| Step | What the customer experiences | What the operator does |
|---|---|---|
| The momentThe moment that started it. | A customer asks the assistant to dispute a charge, and the assistant's providers are routed, metered and filtered but not authorised to decide. | Reads the request and the policy that governs it, provider health, cost and language fit, the safety filter's result, consent and the customer's channel. |
| The decisionThe decision to be made. | Nothing reaches the customer yet. | Routes the request to the provider that fits, filters the answer for safety, and hands the conversation to a person when the policy says the assistant may not decide. |
| The safeguardsThe conditions that stop it. | Still nothing. No action is sent until every check has passed. | Safety filter, policy limit, provider health, cost control and consent checks pass. |
| The actionThe action that reaches the customer. | A person takes the conversation with its context; the customer is told who is answering, and the handoff is logged with its reason. Reaches them on App, WhatsApp, Web, in Kiswahili, English. | Recommends. The system that holds the right confirms, charges or provisions. |
| When it goes wrongRefusal, failure and recovery. | The fallback provider answers the dispute question with a confident guess about the refund, and the customer treats it as a promise. | The policy limit routes dispute questions to a person regardless of provider, the guess is found in the decision audit, and the prompt and the routing rule are corrected under change approval. |
| The resultThe change it made. | What changed for them is what is counted; nothing else is claimed. | Handoffs resolved by a person, against answers the assistant gave that it should not have. |
| The proofThe proof anyone can check. | Can be answered for, later, from the record. | Request, routing decision, provider and cost, filter result, handoff reason, agent's resolution and the decision audit. |
Operator systems remain authoritative. HeuriTel reads these to propose an action; it does not decide on their behalf.
Refusal, failure and recovery
What goes wrong
The fallback provider answers the dispute question with a confident guess about the refund, and the customer treats it as a promise.
What happens then
The policy limit routes dispute questions to a person regardless of provider, the guess is found in the decision audit, and the prompt and the routing rule are corrected under change approval.
The products in this journey
- Runs the decisionAI Operations & Governance
Requests are routed by language, cost and quality across approved providers, cached where safe, filtered for safety and handed to a person when the assistant should not answer; every model, prompt and change is registered, evaluated and audited.
- ContributesSubscriber AI Services
the assistant these controls sit behind
- ContributesContact Centre & Customer Care
where the handoff lands
- The definition it demonstratesHeuriTel AI Human Handoff
- Results it movesLaunch and monetise digital services · Reduce fraud and identity risk
Available to see today
No demonstration is configured for this journey yet.