Understanding

• Intent classification against retrieval over a knowledge base
• Grounding answers in help-centre content so responses stay current
• Handling the out-of-scope question without inventing an answer

Conversation

• Slot filling, context carry-over and multi-turn state management
• Authentication and account actions before anything sensitive is exposed
• Failure recovery when the user rephrases the same question a third time

Handoff

• Escalation triggers: sentiment, repetition, explicit request and low confidence
• Passing full transcript and context so the agent does not restart the conversation
• Queueing, availability and what the bot does outside staffed hours

Operations

• Containment rate, resolution rate and CSAT split by bot and human
• Reviewing failed conversations as the main source of improvement
• Privacy, transcript retention and disclosing that the user is talking to a bot