Answers before they finish asking

There's a meaningful difference between a bot that answers from the general internet and one that answers from your actual catalog, your actual policies, your actual FAQs. One sounds generic. The other sounds like it genuinely works there.

The real test isn't the easy questions — it's the tricky, slightly-off-script ones. A customer asking something oddly worded, or a question that touches two policies at once, still needs to land on the right, specific answer, not a vague deflection.

When it's grounded properly, it does — pulling the right detail from the right place, accurately and on-brand, often before the customer has even finished typing out the full question.