Answers in the customer's language. First-line replies, at three in the morning, in the same tone every time — and an honest hand-off when it is out of scope.
This section is being written. It will describe the channels covered and the kind of first-line questions this clerk answers.
This section is being written. It will describe how and when a conversation is escalated to a person, and what the escalation looks like on your side.
This section is being written. It will state plainly that the clerk identifies itself as software from the first message, per EU AI Act Article 50.