An AI agent that tries to answer everything will eventually answer something wrong. The goal isn’t to replace your team. It’s to make sure every conversation that reaches them is worth their time.

Decide what always goes to a person

Complaints, billing disputes, medical questions, anything legal. Write these down as rules, and Kova will route them immediately.

Hand off with context

A good handoff includes who the customer is, what they asked, what the AI already tried, and a suggested next step. Your team should never have to ask the customer to repeat themselves.

Review, then loosen

Start strict. Review handoffs weekly, and let Kova handle more once you trust the answers.