Articles
Concrete questions about AI agents for businesses, answered with what we learned building them. Each one opens with the answer.
Can an AI agent make things up about my business?
It can, and the real risk is not the one people picture. It does not invent from nothing: it repeats what was loaded into it. The most common error is an old fact still sitting in its knowledge, and there a new instruction will not fix it — the fact has to be removed from where it lives.
Inside: Where the answers actually come from · Knowledge beats instructions · Denying is also asserting · What can be done so it does not happen
Is this what people call AI «hallucinations»? Partly. A model can invent when it lacks the fact, but in a business agent the far more frequent error is the opposite: repeating with precision a fact it does have, which happens to be out of date. That is fixed in the knowledge, not in the model.
UpdatedWhat happens to messages that arrive when the business is closed?
Today, in most businesses, they wait. A work week covers 42 of the 168 hours a week has: 126 are left with nobody. And whoever writes at night rarely waits until morning — they write to the next name on the list.
Inside: The 126 hours nobody covers · What is known about answering first · What an agent does during those hours · What covering those hours costs
Do people really write outside business hours? It depends on the industry, and it is worth measuring in your own business before trusting somebody else's average. What is measured in general is how long a company takes to respond: 42 hours on average in the Harvard Business Review audit of 2,241 companies.
UpdatedWhat does an AI agent do when it does not know the answer?
A well-built agent says it does not know and hands the conversation to a person. A badly built one improvises, or —what almost nobody reviews— denies the service without ever checking. Both leave the customer with false information; the second goes unnoticed.
Inside: It is not one situation, it is three · Handing off is not failing · The error nobody reviews: denying without checking · What gets defined so this works
What if it would rather invent than admit it does not know? That is the real risk, and it is why the agent answers from loaded material rather than from general knowledge. When the answer is not in that material, the right move is to say so and hand off. What gets reviewed afterwards are the real conversations, which are all recorded.
UpdatedWhat is a digital employee and how is it different from a chatbot?
A digital employee is an AI agent that reads the business's knowledge —prices, hours, catalog— and acts: it books appointments, quotes, saves details and hands off to a person when it should. A chatbot follows a closed script: if the question is not in the script, there is no answer.
Inside: The same chat window, two different systems · The simplest test: the crooked question · The other half of the definition: it acts · How to tell which one you are facing · What a digital employee is NOT
Are «digital employee» and «AI agent» the same thing? They name the same thing from two sides. «AI agent» describes the technology: a language model that consults the business's knowledge and executes actions. «Digital employee» describes the role: it staffs a channel with defined tasks and limits, as part of the team. This site uses whichever sounds more natural.
UpdatedHow much does an AI digital employee cost in Colombia?
Between 297 and 997 USD a month, depending on how many digital employees and how many credits the plan includes; no implementation fee, and you cancel whenever you want. For reference: a minimum-wage employee costs a Colombian company 2,715,490 pesos a month.
Inside: The three plans, in money · What the price includes · What is billed separately · The comparison against a human employee · When it is not worth paying for
Is there an implementation or setup fee? No. The plan price is everything you pay: the digital employee is configured with the business's information, connected to the channels and starts working with no upfront fee and no per-user licenses. And you cancel whenever you want, with no penalty.
UpdatedHow many conversations a month can a digital employee handle?
It depends on the plan's allowance: between 5 and 50 thousand credits a month. One credit is one interaction: a customer message with its answer. The ceiling is contractual, not technical: on reaching it you can buy extra credits or move up a plan.
Inside: The math is done in interactions, not conversations · The allowances, plan by plan · What happens on reaching the ceiling · How many conversations does the allowance work out to? · The allowance is not the capacity to serve
Is the credit allowance shared between digital employees? Yes. The allowance belongs to the whole plan, not to each employee: if you have three, all three spend from the same monthly pot. There is no need to split it by hand or guess how much each one will talk — whoever gets more messages uses more, and the total is what counts.
UpdatedHow is an AI agent trained on your business information?
It is not trained like a model: it is given knowledge. You define the rules and upload or connect what your business already knows —your site, your documents, your catalog— and the agent consults it on every answer. What is not loaded, it does not know, so fixing it takes minutes, not months.
Inside: «Training» is not exactly what happens · Where the material comes from · Which material works best · What happens with what you did not load · Training does not end on day one
How much information do I need to get started? Less than you imagine, and better chosen. The business rules, the current price list, the hours and the questions your team answers daily are enough to start. It is better to begin with a little verified material and grow by reading real conversations than to load the entire historical archive at once.
UpdatedCan one AI agent handle WhatsApp, Instagram and the web at the same time?
Yes, and they are not three robots: it is the same digital employee behind all three channels. It answers from a single body of business knowledge, so a fact corrected once stays corrected on WhatsApp, on Instagram and on the web, and conversations from every channel land in one portal.
Inside: Not three robots: the same employee at three doors · One single memory of the business · «At the same time» is meant literally · What changes from one channel to another, and what does not · What it does not do, so there are no surprises
Do I have to load the knowledge three times, once per channel? No. The knowledge is loaded once and feeds every connected channel. By the same token, a correction is also just one: the fact you fix stays fixed on WhatsApp, on Instagram and on the web at once, with no versions drifting apart between tools.
UpdatedHow does an AI agent book appointments at a clinic or a car dealership?
In the same conversation: it takes the reason, offers the available slots and confirms. If the business's calendar is connected, it leaves the appointment booked; if not, it records the full request and the team confirms it. Whatever it cannot resolve —an emergency, a loan— goes to a person.
Inside: What happens in the chat when somebody asks for an appointment · With the calendar connected, and without connecting it · The confirmation and the reminder · When somebody from the team steps in · What this mechanism does not do
Can the patient move or cancel the appointment through the same chat? Yes, in the same conversation: they ask for the change, the agent offers the available slots and leaves the record updated. If the calendar is not connected, it takes the change request and the team confirms the new slot, exactly as with the original appointment.
Updated