Summary
During discovery, include out-of-scope questions in testing. Do not look only at prepared questions. An assistant with clear limits is often more useful than one that tries to answer everything.
A common situation
Illustrative scenario: An assistant answers confidently about terms that have not been published. The buyer reads the answer and assumes it is a business commitment. Sometimes 'that information is not available' protects trust better than a polished answer.
Three steps you can try
- Restrict sources to approved materials.
- Design a response for unavailable information.
- Hand over to a person when confirmation is needed.
What to remember
During discovery, include out-of-scope questions in testing. Do not look only at prepared questions. An assistant with clear limits is often more useful than one that tries to answer everything.
This is a hypothetical illustration, not an ACC customer testimonial or project result.
