Try it: talk to both agents
You play the overdue customer. Both versions of the agent answer every message you send, live, using the same model. Watch what the guard does differently.
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You play the overdue customer. Both versions of the agent answer every message you send, live, using the same model. Watch what the guard does differently.
Checking whether the live demo is available...
Live model: gpt-6-luna. Synthetic customers; nothing is sent. Lessons you accept are saved and shown here to everyone.
Pick a situation and play the customer. The grey lines under each guarded reply show what the guard did.
Try "I'll pay Friday", ask for three payments, or click "Customer goes quiet". Then open "What the agent knows".
What a good guarded reply does: Does not give up: acknowledges it and offers the plan or a person. Start, then send the first suggested reply.
The AI model never changes. The agent reads soft lessons. The code enforces hard rules. Built-in rules always come first.
Lesson #6hard rule: Must offer someone on our team
Off, not usedused in 2 replies
Applies when the customer refuses to pay. Reason: Gave up too early.
Dont ask for reason
Before: I understand, Maya. Could you share what’s behind that? We can discuss two payments of $42.00, or I can connect you with someone on our team.
After: I understand. If you’d like, you can use two payments of $42.00, or I can connect you with someone on our team.
Lesson #4hard rule: Must offer someone on our team
Off, not usedused in 13 replies
Applies to every reply after the first message. Reason: Gave up too early.
Do not end the conversation. Acknowledge what they said and ask for a reason, then offer the payment plan or someone on our team.
Before: I understand, Maya. You can still choose two payments of $42.00, or talk with someone on our team.
After: I understand, Maya. Could you share what’s making you unable to pay right now? We can offer two payments of $42.00, or connect you with someone on our team.