Should you let AI talk to your customers?
Updated 2026-10-02
Yes — for the right questions, with the right rules. Most customer messages are the same dozen questions. The risk is not the AI answering them; it is the AI deciding things it should not.
What AI handles well
- Prices, opening hours, location, delivery times
- What is included, sizes, availability from your list
- How to order, book or pay
- Collecting details for an order or booking
What it should never decide
- Refunds, discounts and compensation
- Complaints and disputes
- Anything legal or medical
- Anything not in your material — it should say so, not guess
Four rules that keep trust
- Say it is an AI in the first message
- Answer only from your own material
- Hand over immediately when a rule above is hit
- Let a person take over the conversation at any time
Doing it with AAAAI
MinA follows these rules by design: she discloses she is an AI, answers from your material, hands refunds, complaints and anything unknown to you, and every booking waits for your OK.
Questions
Will customers mind talking to an AI?
Most mind slow or wrong answers far more. Being upfront that it is an AI, and handing over when needed, keeps trust.
Can I take over a conversation?
Yes. You are notified when MinA hands over, and you can reply yourself.