How Sarrai works from question to answer
A conversation with Sarrai always follows the same steps. We explain in detail what workflow is used when handling conversations with Sarrai AI.
Short answer: Sarrai answers customer questions using the knowledge in your knowledge base. When she's not sure, she first asks an internal expert. If no answer comes in time, she hands the conversation to a human. And after a conversation like that, she proposes adding the answer to the knowledge base as an article, so next time she can answer it herself.
The four steps
1. Sarrai answers herself. For the repeatable questions, Sarrai draws on your knowledge base: the published articles, snippets, and sources. The customer gets an answer right away, even outside office hours.
2. When unsure, she checks. If Sarrai isn't certain, she first puts the question to an internal expert through the expert channel. She tells the customer she's just checking, she doesn't make anything up.
3. If that fails, a human steps in. If she doesn't get an answer from an expert in time, she apologises to the customer and hands the conversation off to the support inbox, where an agent takes over.
4. Then she learns. For a question she couldn't answer herself, Sarrai creates a proposal for a new knowledge base article. You approve or reject that proposal in the approval inbox. Once approved, she can handle that same question herself from then on.
Why it's built this way
Sarrai doesn't replace your people. She takes the repeatable work off their plate and keeps the human involved where it matters. Doubt, an urgent tone, or an angry customer are exactly the moments where she brings in a human instead of guessing. And because every unanswered conversation becomes a proposal, the knowledge base gets richer the more you use it.
Good to know
Sarrai only answers with knowledge she genuinely finds in your knowledge base, snippets, or sources. She doesn't make things up from general knowledge. If an answer isn't anywhere, she checks first or says it falls outside her knowledge. She also answers in the language of the visitor's message, not the language of your helpdesk: if someone types in English in a Dutch chat, they get an English answer.
One thing to keep in mind: if your subscription is paused or the cap is reached, Sarrai goes completely silent. The visitor then gets a generic "sending failed" message, not a "subscription expired" one, which is useful to know when customers suddenly stop getting answers.
Also searched as
"how does the AI agent work", "does the AI answer everything itself", "what does Sarrai do when she doesn't know", "does the knowledge base learn on its own"
See also
Was this article helpful?
Your feedback helps us improve this article.
Thanks for your feedback!
