Resolution, Not Just Response
Teach the AI your actual procedures — refund rules, cancellation flows, replacement policies — as versioned playbooks. It follows them, proposes structured actions like refunds for one-click approval, and can fix account issues directly within hard safety limits.
Why Teams Love AI Playbooks & Actions
Your Policies, Enforced
Playbooks encode your exact procedures, so AI answers match how your business actually works — not a generic best guess.
One-Click Approvals
Refunds, cancellations, and order changes arrive as structured, pre-validated actions. A human approves in one click; nothing is buried in prose.
Fixes, Not Just Explanations
For verified account issues, the AI can repair the customer's data or settings, confirm the fix took effect, and then say so.
Auditable by Design
Every proposed and executed action is typed and logged with its evidence. Nothing happens off the record.
What You Can Do
Versioned Playbooks
Procedures written in plain markdown and maintained like code. The right playbook attaches automatically from structured ticket data.
Typed Action Proposals
Refunds, order changes, and cancellations proposed as structured actions with the math already checked, awaiting human approval.
Act-and-Reply
At 85%+ confidence the AI can fix issues on the requester's own account — never money movement, deletion, or anything irreversible.
Verified Before Promised
The AI confirms a fix actually took effect before telling the customer it's done.
Common Use Cases
Frequently Asked Questions
Can the AI move money on its own?
Almost never. Refunds and order changes are structured proposals a human approves with one click. Auto-execution is limited to a narrow set of pre-verified, fully-funded operations you explicitly enable — each with preflight checks and a full audit trail.
How do I teach it our procedures?
Write playbooks in plain markdown — your refund policy, your cancellation flow, your escalation rules. They're versioned like code and attached to tickets automatically based on structured data, never keyword guessing.
What stops it from doing something destructive?
Hard limits: it can only act on the requester's own account, never delete data, never take irreversible actions, and every action is logged. Anything outside those bounds becomes a proposal for a human.
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