Digital Employee Script Compliance: Banned Words and Handover to Human Agents

Store-provided information is the primary source of this script.

Every response from the digital employee is generated based on authentic store data. We do not fabricate qualifications, awards, promotions, or guarantee outcomes beyond our control. During persona training, we structure the store's service scope, pricing, and FAQs into a knowledge base to ensure all answers are grounded in verified information. For inquiries outside this scope, the digital employee will direct customers to human support rather than providing speculative responses.

Dual blocking of industry banned terms

We maintain a prohibited word list covering absolute claims, efficacy and improvement statements, false urgency, and other categories. This list is enforced at two stages: automatic filtering during content generation and manual review prior to publication. These dual safeguards ensure that digital employees' communications comply with advertising laws and industry regulations, minimizing compliance risks for stores due to improper wording.

Clear definition of the handover threshold to human agents

The following scenarios will automatically trigger a transfer to a human agent, bypassing the digital employee's response: customer complaints, refund and compensation requests, explicit requests to speak with a manager or store owner, and inquiries involving medical safety or personal health. After transfer, the full conversation history is retained and synced to the designated store contact to ensure seamless follow-up. This boundary protects customer rights while preventing the digital employee from providing inappropriate responses in areas outside its expertise.

Audit trail and periodic review mechanism

All conversation scripts are fully traceable, allowing stores to instantly access the digital employee's historical responses. During the lease period, we conduct regular reviews to ensure response accuracy. When store information changes—such as price adjustments, project additions or removals, or shifts in operating hours—the knowledge base is updated automatically, ensuring the digital employee always reflects the latest status. This mechanism gives stores continuous control over the digital employee's external communications.