Knowledge
Approved information only
Answers come from the participating business's approved menu, services, hours, prices, policies, and instructions.
The Principles Guiding the Product
FrontAgent should collect and expose only what is needed to serve the caller and complete the approved business workflow.
Payment
Keep sensitive card details out of the conversation
Payment should use an approved secure customer-facing method. Card numbers and CVV details should not be placed in call transcripts or ordinary logs.
Access
Separate businesses, roles, and permissions
Each business uses its own knowledge and data boundaries, with staff access limited to authorized responsibilities.
Confirmation
Confirm before completing an action
Orders, amounts, contact details, and important requests are reviewed with the caller before completion.
Escalation
Use a person for exceptions
Refunds, disputes, high-value decisions, professional advice, clinical questions, and other sensitive matters follow approved human-handling rules.
Transparency
Publish only verified security claims
Certifications, audit results, retention schedules, and compliance statements will be published only after they are established and verified.