Transfer for lack of groundedness
When the AI's drafted Auto Reply is not supported by the company's configured sources and , the conversation transfers to an operator instead of sending the ungrounded reply.
When this happens: The AI's drafted reply fails the groundedness check.
How it works
- Asks Do you offer installation service? — a topic with no configured source.
- The AI/LLM Service drafts a plausible-sounding answer, but the groundedness check finds no supporting retrieved passage.
- Discards the drafted reply — it is never sent to the customer or stored as a
Message. - Transfers:
Unassigned,AssignmentHistory(AiHandover,NotGrounded), routes per FR-24. - EasyCRM sends a short acknowledgement to the customer, same as UC-28.21 step 4 (not the fallback — this is a successful handover, not a provider failure).
- EasyCRM records
AiInteractionLog(,NotGrounded).
Good to know
- The AI answers only when the reply is grounded in the company's configured sources; groundedness is a pass/fail check, not a numeric confidence score (BRD §3.9; ADR-011 risk R-11).
- This check does not apply in Copilot mode the same way — an ungrounded Copilot suggestion is still shown to the operator, flagged (UC-28.7 BR-2).