.png){kind=small}
The problem
Even the best conversational AI has limits:
-
The answer doesn’t exist in current source material
-
Multiple sources conflict and it’s unclear which is authoritative
-
Sensitive topics require nuance or official wording
-
Do‑not‑engage topics must be deflected or handled with care
The solution: Curated Answers
A simple, powerful human‑override that ensures the right message is delivered—every time.
Two override modes:
-
Verbatim answer – provide the exact response you want users to see. Perfect when content is missing or nuance is required.
-
Pinned source URL – nominate the single page that must be used for that intent so the AI always cites the same authority.
Intent‑based matching
You don’t have to match the exact wording. Curated Answers trigger on the intent of the question (e.g., “opening hours,” “CEO name,” “fees”).
How it works
-
Log in to the Airgentic admin console
-
Review conversational threads in Insights and spot questions that need a better or safer answer
-
Create a Curated Answer for that intent: add a verbatim response or pin a URL
-
Publish immediately with audit logging and versioning
-
Monitor impact—completeness, sentiment, and deflection improve over time
Where Curated Answers shine
-
Policy & compliance – returns/fees/disclaimers with legally approved wording
-
Public sector – consistent, accessible language for community services
-
Crisis & events – pin time‑bound information (outages, recalls, weather) and schedule expiries
-
Content gaps – provide the answer while the team updates the website/KB
-
Choice overload – pick the single authoritative source to avoid ambiguity
Governance & control
-
Overrides & precedence – Curated Answers take priority over generated text while still showing citations when a URL is pinned
Example use cases
-
“What are the opening hours?” → Pinned URL to the council contact page
-
“Who is the CEO/manager/director?” → Verbatim answer that links to the official leadership page
The result
Over time, your AI accumulates the same tacit knowledge as an experienced contact‑centre operator—delivering consistent, on‑brand answers with less rework for teams.
FAQs
Does this replace AI answers everywhere?
Only where you choose. Curated Answers apply to specific intents and take precedence when matched.
Can we include links and formatting?
Yes—verbatim answers support rich text, and pinned URLs include standard citations.
Who can publish overrides?
Any user with admin access to your account.
How fast can we update during an incident?
Curated answers take effect in seconds.
Get Started
Contact us for a live demo.