A customer usually arrives with a question, not an interest in how your systems work. They want to know what is available, what applies to them and what to do next.
A useful AI conversation makes those next steps easier to find.
Give the agent your business context
Connect the information your team uses to answer customers: website content, files and prepared questions and answers. Review that knowledge as your services and policies change.
An agent should be able to explain what it knows and recognise when the conversation needs help.
Make the experience familiar
Leagen's chat widget brings the conversation to your website. Suggested messages help visitors begin, and the conversation can continue from a question to a connected Action when your workflow supports it.
Keep the agent's introduction clear. Let people know they are speaking with AI and present the privacy information that applies to your service.
Give your team a way in
Your team can follow live conversations in Monitor. They can add private guidance, take over or return the conversation to the agent. Escalation groups let you organise the people who can help with particular requests.
This is especially useful when a question needs context that has not yet been added to the agent's knowledge.
Review before and after launch
Use readiness assessment to review answers and Action use before deployment. After launch, keep reviewing the conversations and improving the source material.
Look at the quality of the answer and the customer's next step. More conversations alone do not tell you whether the experience is working.