What happens when the assistant does not know the answer?
It says it does not have that, and your team gets the question with the whole conversation. It never guesses, because a confident wrong answer about your business is worse than no answer.
It hands over, and says so
The visitor gets a short, plain reply: it does not have that information, the team has the question, and leaving a name and a contact gets them an answer. Your staff get an email with the question and everything said before it.
No invented hours. No guessed price. No "most clinics do X".
This is the single biggest difference between this and a general-purpose chatbot bolted onto a website. A chatbot that makes things up is worse than no chatbot, because your customer believes it and acts on it.
Why it cannot guess
Before the model is involved at all, we check whether your pages contain enough of the question to answer it. If most of the words in the question appear nowhere in your content, nothing is retrieved and no model is called.
That check exists because of a real failure in testing. "Do you offer mortgage refinancing" scored well against a vet clinic's services page, because the word "offer" appears in "we offer vaccinations". One shared verb was enough to hand the model a page about dentistry and ask it to answer a question about mortgages.
The handoffs are the useful part
Every month you get the list of questions it could not answer, most-asked first. That list is the most valuable thing the product produces: it is exactly what is missing from your website, in your customers' own words.
And when a staff member answers one of them, you can keep it. Press a button and that answer becomes part of what the assistant knows, so the next person asking gets it straight away.
Try it rather than take our word for it
Paste your own web address. You get a working assistant trained on your own pages in about two minutes, free, and you can ask it the awkward questions yourself.
We read the public pages of the address you give us, we obey your robots.txt, and we email you the link. Three a day per visitor. No card, and we do not add you to a mailing list.