Where the work gets stuck
Response-time reports can look good while customers still wait for an answer. With Heyy, measure a receipt confirmation, a useful answer, and a completed transfer to staff separately. Visitors should receive accurate information or a realistic next step. A quick reply alone is not enough.
What to prepare
- Common questions and approved answers
- Business hours and available staff
- Separate measures for acknowledgements, useful answers, and resolution
Follow these steps
- Choose routine questions the AI employee is authorised to answer.
- Set instructions to ask a clarifying question when the request is ambiguous.
- For exceptions, collect the necessary context and assign a person.
- Review the elapsed time to a useful answer and to the promised follow-up.
An example from everyday work
An applicant asking about an intake date can receive the published date immediately. A request for a personal funding assessment needs an adviser and an honest response window. The two requests should not share the same success measure.
When your team should take over
A quick, incorrect price or an invented date is a failed response. Require a staff handoff when the source is missing, conflicting, or outside the agreed scope.
How to check the results
- Time to an answer that addresses the question
- Incorrect or unsupported replies
- Time from transfer to a useful staff response
Your next step
Read a sample of fast conversations alongside the timing report. That reveals whether the apparent speed actually helped the visitor.