Definition
Customer Response
The capability of an Agentic Website to answer customer questions immediately using company-approved knowledge, across the website, WhatsApp, and email, without requiring a human to be available at that moment.
Customer Response is not a generic chatbot. It uses only the company’s approved knowledge base. When a question requires information the system does not have, or when the customer asks for a person, the system escalates immediately to a human team member with full conversation context.
Related Terms
Agentic Website
A website that does not only display information but can take actions within defined business processes — answering customer questions, qualifying leads, scheduling appointments, and updating records.
Business Knowledge Base
A structured collection of information about a company’s products, services, pricing, policies, and processes that the system uses to respond accurately to customers and support AI Employees.
AI Employee
A configured AI role that performs specific tasks within a defined business process, such as qualifying inbound leads, preparing quotation drafts, or sending appointment reminders.
Customer Memory
The system’s ability to store and recall information about each customer interaction — what they asked, what they were told, what they were offered, and what happened next.