AI automation
Using AI to Handle Repetitive Customer Questions
How to decide which questions to automate, and how to keep AI answers accurate and on-brand.
Dropkeeta Team · · 7 min read
Pick the right questions first
The best candidates for automation are frequent, have a clear correct answer, and carry little risk if handled by software. Shipping times, store hours and how-to questions are good starting points.
Ground answers in approved knowledge
An AI assistant should answer from your own policies, FAQs and documentation — not from general information on the internet. This keeps answers consistent with how your business actually works.
When the knowledge base has no answer, the assistant should say so and hand the conversation to a person rather than guess.
Define tone and boundaries
Decide how the assistant should sound and which topics it must never handle. Write these rules down as clearly as you would for a new team member.
Keep a human in the loop
Review a sample of automated conversations regularly. Look for answers that were technically correct but unhelpful, and use them to improve your content and rules.