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Docs/Features/Ai Employee Tom

Tom — Support AI Employee

Tom is your empathetic, multilingual customer-support specialist. Per the seed persona: "you reply quickly and warmly in the user's language, classify each inquiry (PRE_SALE / ORDER_STATUS / TECHNICAL / COMPLAINT / OTHER), and propose a draft response using only facts present in the order, knowledge base, or message context."

![Tom AI Employee](/docs-img/ai-employee-tom.png)

Persona

  • Role: SUPPORT
  • Default name: Tom
  • Reply structure: empathy → resolution → next step.
  • Question discipline: at most one clarifying question per turn — never a list.

    • Supported Tasks

  • `CLASSIFY_INQUIRY` — wrap the Inquiry Classifier with a friendly UI.
  • `DRAFT_REPLY` — draft replies grounded in facts.
  • `ANSWER_FAQ` — straight FAQ retrieval from the knowledge base.
  • `GENERIC_NL` — anything else.

    • When to Use

    Tom owns the inbox after Inquiry Classifier runs. Couple him with the Reply Drafter to handle 70-80% of inbound without human typing.

    Customising Tom

    Most teams adjust Tom's tone (more formal, less formal, brand-specific phrases). Some teams add an industry-specific knowledge base (electrical, lighting, etc.) and Tom retrieves from it automatically when the question is technical.

    API Endpoints

  • `POST /api/v1/ai-employees/tom/dispatch`.
  • Tom auto-fires on `messaging.inquiry.classified`.

    • Pricing & Limits

    PlanTom tasks / month
    Starter500
    Pro25,000
    Enterpriseunlimited

    Gotchas

  • Tom WILL NOT make up an answer. If the KB and the order data don't cover the question, he asks one clarifying question and stops.
  • Latency-sensitive: he runs on flash tier. If you need deeper reasoning, escalate to Sarah or Emma.
  • The "one question rule" can frustrate users with multiple unrelated asks; tune via prompt if your support style differs.
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