03: The AI agent

Sarrai is the AI agent that helps handle your conversations. She answers the repeatable questions from your knowledge base herself, brings in a human as soon as it's needed, and learns from every conversation she couldn't answer right away.

This section explains how that works from your side: what Sarrai does on her own, when she comes to you or your team, how the expert channel works, and how the approval inbox lets your knowledge base grow.

Start here

• How Sarrai works: from question to answer, the full overview

Articles

• When does Sarrai hand a conversation to a human?
• Answering a question from Sarrai in the expert channel
• Personal and shared expert channels
• Creating and managing an expert channel
• Approving, rejecting or editing a proposal
• Reading the proposal types and the match score
• How does Sarrai classify conversations by topic and question type?