Field notes4 min read
A Falling Handover Rate Is Not Automatically Good News
Everyone asks what percentage the assistant handles alone. It is the wrong first number, and the direction it moves in tells you nothing until you cut it by topic.
Archive
What actually happens in the inbox
One conversation at a time: what a customer wrote, what the assistant did with it, and where it stopped and called a person. Written for the people who run the business, not for the people who build the software — that story is on inite.ai.
- Field notes5 min readThe First Week Goes Wrong in Three PlacesIt is nearly always the same three, and none of them is the model getting an answer wrong. The first week is an audit of your own rules, conducted by something that follows them exactly.
- Field notes4 min readWhat We Do Not AutomateEvery assistant has a list of things it must hand to a person. Ours is short, it is written down before launch, and the reasoning behind each line is the same one sentence.
- Field notes4 min readThe Listing Was Already SoldA flat goes under contract on Thursday. Nobody updates the record until Monday. On Saturday at 22:40 someone asks about it, and the assistant answers from a system that is wrong.
- Field notes3 min readSix Rooms, or OneA Telegram group with members in six countries is usually six conversations that ignore each other. What changes when everyone reads everything is not the volume. It is who answers.
- How it works3 min read“A Yacht for the Weekend, for Six”Nine words, and a booking needs four facts. Three of them are missing. Which one to ask for first decides whether you get a customer or a conversation.
- Field notes3 min readOne Queue Instead of Five TabsThe same customer asked on Instagram, then WhatsApp, then email. Three people answered and gave three prices. Nobody was careless — the three of them could not see each other.
- How it works3 min readThe Question the Assistant Must Not AnswerA foreign buyer asks what tax they will pay. The assistant knows enough to produce a confident paragraph, and that is exactly why it must not. Where the line sits, and why it is drawn there.
- Before you buy3 min readAn Assistant, or a Night ShiftThe comparison people actually make is not assistant versus chatbot. It is assistant versus paying a person to sit up. Both work; they fail at different things, and the difference is worth knowing before you choose.
- Field notes3 min readYour Customer Wrote Something Your CRM Has No Field For“Somewhere quiet, my mother has trouble with stairs.” No CRM has a field for that, and it is the whole reason the enquiry exists. What an assistant does with the part that does not fit.
- Field notes3 min readA Booking Request at 02:14A rental enquiry arrives at 02:14 with no dates and no budget. Here is the whole exchange, turn by turn, and what the assistant had to work out before a booking existed.
- Before you buy3 min readWhat the Assistant Needs Before You Switch It OnAn assistant is only as good as what it can see. Here is the honest list of what has to exist first, and what happens for each item you skip.