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Notes from building an AI that would rather refuse than invent.
August 08, 2026
Three honest outcomes
Grounded, escalated, or no source: a small vocabulary that keeps the dashboard readable and missing knowledge visible.
August 08, 2026
What dictated email addresses taught us about Croatian voice
A caller spelling an address reveals how the whole voice pipeline handles Croatian sounds, names, punctuation, and corrections.
August 08, 2026
Working hours are a fact, not a greeting
A configured schedule changes what an agent may do at the moment an office closes, without inventing availability.
August 08, 2026
How the source log works
Follow the chain from an approved knowledge entry to a customer answer and the record a supervisor can inspect later.
August 07, 2026
Why we built an AI that refuses to answer
The most useful thing a customer-service AI can say is sometimes: I can't confirm that.
Answers your customers can trust.
Grounded in your knowledge, honest about its limits, and handed to your team the moment it should be.