It is common to measure an automated chat by how many conversations never reach the team. That count mixes two different things: the question that closed because the customer got what they needed, and the one that closed because the customer stopped asking.
Ray starts from another goal: close the question in the same conversation, with the knowledge the business publishes, and pass it to a person only when it should. This article goes over what that will mean in practice.
Handing off is not resolving
A handoff does not finish the work: it moves it. The conversation goes to the inbox, someone picks it up from the start and the customer waits. That is why, with Ray, handing off to a person will be the exception and not the default.
Nor is it about holding on to the customer with vague replies. A reply will only count if it is backed by a published, current article, or by read-only account data. No source, no reply.
The three cases where a person will step in
The rule is short on purpose, so the team always knows why a conversation reached the inbox:
- 1A sensitive topic on the list. Personal data, legal claims, disputed payments, account closure, health or safety, and the topics each business adds.
- 2An explicit request from the customer. If the customer asks to talk to someone, the request will always be honored.
- 3A question with no source after clarifying it. If Ray asked for the missing detail and there is still no published information, it will say so and offer to pass the question to the team.
Outside those three cases, Ray will try to resolve.
What a resolving reply will look like
Resolving is not sending a link. The customer will get the written reply, with numbered steps and the exact names of menus and buttons, as they appear in the published article:
Illustrative example: the customer asks how to get a refund for a damaged product and Ray replies with the time limit and three numbered steps; below, the question of whether that resolved it.
Illustrative example with sample data. Lumora is a fictional brand.
The reply will not show the source to the customer. It will end with a simple question, “Did this answer the question?”, and the conversation will count as resolved only if the customer does not say the question is still open.
Clarify before handing off
Many questions arrive incomplete: “my order never arrived” does not say which order. Instead of passing the conversation to the team, Ray will ask for the missing detail and carry on.
What the team will see
The customer will get a clean reply; the team will see where it came from. In the console, each resolution will be recorded with the cited article, its version and the checks the reply passed. If a person joins the chat, they will see that same record.
Illustrative example of the record in the console: the cited article and its version, checks and controls.
Illustrative example with sample data.
Measuring what gets resolved
If the goal is to resolve, so is the measure. Convray defines a resolution this way:
A conversation Ray closed with an answer backed by the published knowledge, without a handoff to a person, and in which the customer did not indicate that the question was still open.
And it will charge only for those conversations: not for the ones Ray attempts, nor for the ones handed off to a person. The early access plans are on the pricing page.
Where to start
Three steps that prepare the ground before going live:
- Review the most consulted articles and write them step by step, with the exact names of menus and buttons.
- Define the business’s own sensitive topics, on top of the defaults.
- Build the first test cases with real questions and what Ray is expected to do.
Sample content. This article illustrates the blog’s format. Author, role, date and reading time will be filled in on publication.
See Ray with the business’s knowledge
A short conversation with the team that builds Ray to review the company’s case: frequent questions, existing knowledge, sensitive topics and a migration plan.