LearnIn development
Service that resolves, with sources the team can review
Convray is building Ray to close every question in the same conversation, from the knowledge each business will publish. Sensitive topics will go to a person; everything else, Ray will try to resolve.
Early access with hands-on help from the team. Ray is in development.
The idea
A deflected question comes back; a resolved one closes
Measuring an automated chat by how many conversations never reach the team mixes two things: the question that closed because the customer got what they needed, and the one that closed because the customer stopped asking. Convray will measure the first.
Convray will charge only when Ray resolves: the incentive is the same as the company’s, to resolve more questions, well and backed by sources.
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.
- Ray found no source and said so.
- The conversation was handed off to a person.
- The customer asked to talk to someone.
- The customer replied that the question was not resolved.
- The conversation was reopened: the resolution is deducted.
Seven reasonsIn development
What sets Ray apart
Seven product decisions that will hold for every conversation and every business.
- 01
Resolution, not deflection
Ray’s goal will be to close the question in the chat: ask for the missing detail, guide step by step, report the status of an order and confirm the question was resolved. Handing off to a person will be the exception, not the default.
A person will step in only for- A sensitive topic on the list
- An explicit request from the customer
- A question with no source, after clarifying it
ResolveOutside those cases, Ray will try to resolve - 02
Sources the team will be able to audit
Every amount, time limit and condition will come from a published, current article or from account data. The customer will get the written answer, with no internal references; the team will see the cited article, its version and the data consulted in the console.
Illustrative example with sample data.
- 03
Explicit sensitive topics
A short, visible list: a base that cannot be turned off, plus the topics each business adds. Only on those topics will Ray send a fixed holding message, and the team will get the conversation with a draft, the sources and the context.
Personal data and deletionLegal claimsDisputed payments and refundsAccount closureHealth or safetyAn explicit request for a personExpired warrantiesPlan changes for businessesFixed holding message Thanks for writing. A person from the team will review the case and reply here.
- 04
Read-only
Ray will be able to inform, never act on money or the account. Refunds, payments and account changes will still be made by people, in the business’s own systems.
Will be able to look upThe status of an order or a shipment
The status of a refund
The site’s published steps
Will neverMove money
Issue refunds
Change or close accounts
- 05
Staged migration, with a way back
Knowledge first, then a parallel run with a group of customers and a share that will grow in stages. A switch on the business’s side will send new sessions back to the previous chat.
Illustrative example: stage 2 of 4, with the rollback switch ready to use.
- 06
Isolated, exportable data
Each business’s data will be isolated in the database, and each business will be able to export its conversations and its knowledge in a documented format, at any time.
Illustrative example. Business A and Business B are generic names.
- 07
Three languages from the ground up
Console and widget in Latin American Spanish, English and Brazilian Portuguese. The business will set the widget’s language in the console, and Ray will reply in that language.
- Español (Latinoamérica)Este chat atenderá en español.
- EnglishThis chat will reply in English.
- Português (Brasil)Este chat vai atender em português.
The fixed line a customer writing in another language will get, based on the language the business sets.
Responsibilities
What Convray ensures and what each business decides
The product’s fixed rules on one side; each team’s decisions on the other.
Convray ensures
- Answers only from published, current sources, auditable in the console
- Handoff with a draft only for sensitive topics, at the customer’s request or with no source
- Read-only tools: no money and no account changes
- Each company’s data isolated in the database
- No secrets in the widget code
- An AI notice on every answer from Ray
- An audit log of every change
Each business defines
- The published knowledge and who approves it
- Its own sensitive topics, on top of the defaults
- Ray’s tone and instructions
- The widget language
- The go-live stage and the traffic percentage
- The team’s hours and the out-of-hours notice
Review the business’s case with the team
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.