Routine questions answered from your own content
The agent answers only from a knowledge source your team maintains. If the answer is not in that source, it says so and routes the caller — it does not fill the gap with a plausible-sounding guess.
What it does
Handles opening-hours questions, order or account status lookups, and common how-to questions, sourced from documentation you approve.
No invented answers
This is the single hardest rule to get right in a voice agent, and the one Werkborg is built around: an uncertain answer becomes a handoff, not a confident-sounding guess.
Escalation
Complaints, refund requests and anything emotionally charged are recognised and routed to a person immediately, with the conversation context attached so the caller does not have to repeat themselves.
Next step
Point the agent at one support topic first — hours, or order status — and expand only once that scope is tested and accepted.