You already know that answering a question and promising something are different. Your agent doesn't. To an AI model, yes, that's covered and yes, we'll have that fixed by Friday look the same. Only the second one is a promise somebody has to keep.
Where the risk is
Your current checks already catch rude replies. The risk is the polite sentence that sounds true and still commits you. For example:
- a refund, when your policy has a condition the agent didn't mention
- a date, given to be helpful, with nothing behind it
- I've escalated this, which makes the customer expect a reply whether or not anyone picks it up
There is one more kind that nothing else looks for. Sometimes an agent tells a customer how your approvals work without being asked. For example: that's beyond my authority, I'd need to check with a manager. That is true, but it shows the customer where your limits are. If a customer asks directly, the agent should answer honestly. Offering it when nobody asked is the problem.
What changes when you use Reynforce
The facts your agent may repeat, like refund terms and service levels, come from Facts. Each fact has an owner and a date it was last checked. If a fact is overdue for a check, has no owner or is disputed, the agent tells the customer it is checking. It doesn't guess. Every promise shows up in Activity, so an escalation or a complaint has a record behind it.
Support replies are never slowed down. Contact limits are for selling. Nobody should be held back while they help someone with a problem.
When Reynforce is the wrong choice
- Your support agent only answers how-to questions from your help centre, and never promises refunds, dates or fixes. A good help-centre tool may be all you need.
- Your agent runs on a hosted support platform that can't call an outside tool before it replies. Then it can't check with us first. Tell us which platform it is and we'll tell you plainly whether it can connect.
What it costs
£99 per agent a month for your first 10 agents, then £79 for each one after that, up to 49. You get two months free if you pay yearly. If you'd like us to do the setup and sign-off with you, that starts at £2,500 as a one-off payment, priced by the agent's job. Pricing has the rest.