Typical process
A working scenario is not a single model reply, but a controlled sequence.
- receive the enquiry
- find or create customer context
- clarify the need
- check qualification criteria
- propose the next step
- record the outcome
- hand over to a person when needed
Which CRM actions can be permitted
The set of permissions depends on the process. It is safer to grant the minimum rights required for the specific role.
- read fields and the current stage
- add a note
- create a task
- update agreed fields
- move the deal to a permitted stage
How to control quality
You need to check not only reply texts, but also whether business actions are correct: what the AI wrote to the CRM, when it created a task, why it handed over the conversation, and which data it used.
- action logs
- instruction versioning
- test conversations
- confirmation of sensitive actions
- periodic knowledge base review
Which metrics to measure
Metrics are chosen relative to the part of the funnel that the AI employee actually controls.
- time to first response
- share of handled enquiries
- share of qualified leads
- bookings or scheduled meetings
- handovers to a person
- errors and cancelled actions