How the AI Employee works in GEVADE CRM

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    The AI Employee operates on a structured loop: it receives a message, analyzes the intent, consults your defined business rules and knowledge base, and then generates an appropriate response or action.

    Who this article is for

    This article is for administrators and technical users who want to understand the underlying mechanics of the AI Employee's conversation handling.

    Overview

    Understanding how the AI Employee processes information is key to configuring it correctly. It uses natural language processing to understand context and relies on your configurations to provide accurate answers.

    Step 1: Message Reception

    A customer sends a message via a connected channel (e.g., SMS, Web Chat, Facebook Messenger). GEVADE CRM routes this message to the AI Employee if it is active for that channel and contact.

    Step 2: Intent Analysis

    The AI analyzes the message to determine the customer's intent. Is it a general question? A request to book an appointment? A complaint? The AI uses natural language processing to understand the context.

    Step 3: Knowledge Retrieval

    Once the intent is understood, the AI searches your configured knowledge base and business profile. It looks for facts, FAQs, and rules that match the customer's query.

    Step 4: Rule Evaluation

    The AI evaluates any specific business rules you have set. For example, if the customer wants to book an appointment, the AI checks if it needs to ask qualifying questions first.

    Step 5: Response Generation or Action

    Based on the retrieved knowledge and rules, the AI formulates a response in the tone you configured. If the intent was to book, it might offer available calendar slots. If it cannot find an answer, it triggers a human handoff protocol.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. The AI Employee is designed to know when it needs help. If a customer asks a question outside its training, becomes frustrated, or explicitly asks for a human, the AI will stop responding and notify your team.

    Resolution guidance

    What if the AI responds incorrectly?

    Check the conversation logs to see what information it accessed, and update your business rules or knowledge base accordingly.

    Was this article helpful?

    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.