SCNET · Enterprise IT · Ankara, Türkiye
An assistant is judged by how many customers reach a resolution, not by how many questions it answers. Sanal Çekirdek builds around the handoff threshold: where the assistant stops and a person takes over.
An assistant that answers wrongly costs more than one that does not answer at all. Saying it does not know is better behavior than guessing.
An assistant does not try to answer everything. Which topics it covers and when it hands over are written at the start; handing over is part of the design rather than a failure.
An answer given to a customer counts as a commitment by the company. Answers therefore rest on approved content and can cite a source; where no source exists, the assistant produces no answer.
The assistant speaks in the company's voice. A tone guide is written; abbreviations are expanded and legal text is not pasted verbatim. Accessibility belongs to the design too.
Success is measured by resolution rate and by the experience after a handoff. Conversations that start with the assistant and land with an agent are tracked separately — they are the richest source of improvement.
That is not the goal. Repetitive and simple questions stay with the assistant while agents move to more complex work. The handoff threshold exists to protect that split.
The company is. That is why answers come from approved content, pricing and commitment topics are excluded, and every answer ties to a source.
The technical side belongs there: model selection, guardrails and cost. This one covers the customer-facing side: scope, handoff, tone and resolution rate.
Share your ten most frequent customer questions; we will see together which of them the assistant can keep.
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