Setting rules for an AI assistant on pricing questions
How to decide what an AI texting assistant may say about price, when it should hand off to a person and how to test its answers.
·2 min read
An AI assistant can answer questions at any hour, but pricing needs special care. A confident wrong number can create disputes and lost trust.
Decide in advance what the assistant may say and when a person takes over.
Decide what it may share
Publicly listed prices and general ranges can usually be shared if you keep the information accurate. Anything that depends on personal details or negotiation should go to a person.
- ✓List the prices that are safe to state.
- ✓Say clearly that final quotes come from a person.
- ✓Never let it promise discounts or guarantees.
Set handoff triggers
Hand off when someone asks for a firm quote, mentions a competitor's price or pushes back on cost. A human can read the situation and respond to it.
Test with real questions
Run a batch of realistic pricing questions through the assistant before launch and again after any change. Check that it stays within bounds and hands off correctly.
Putting it into practice
Write the pricing rules in plain language and keep them with your other assistant instructions so anyone can review them. Include examples of what the assistant may say and what it must not, and update them whenever your prices or policies change. Review conversations where pricing came up and check whether the handoff happened at the right moment. If you notice customers frustrated by too many handoffs, expand the information the assistant may share. If you notice errors, narrow it. The right boundary is the one that keeps customers well informed without ever putting a number in writing that your business is unable to honor.
Key takeaways
- →Limit the assistant to approved price information.
- →Hand off for quotes and negotiation.
- →Forbid promises and guarantees.
- →Test before launch and after changes.
Put this into practice with Text2Sale
Import leads, create follow-up campaigns, organize replies, and connect texting, calling, and appointments in one workspace.
Frequently asked questions
Should the assistant mention it is automated?
Being transparent is a good practice and may be required in some contexts. Check the rules that apply to you.
Who reviews its answers?
A manager should review a sample of conversations regularly, especially in the first weeks.