What happens if an AI Call Agent cannot answer a question?

When Televanta's AI Call Agent encounters a question outside its knowledge base, it does not guess or fabricate an answer.

Instead, it acknowledges the limit honestly, offers the caller a clear next step either by escalating to a human agent or taking a message for callback, and logs the unanswered question in the Televanta portal.

This unanswered questions log shows you exactly what your knowledge base is missing so you can fill the gaps and improve containment over time.

For example, a caller asks about a new product variant that was just added to the catalogue but not yet added to the AI's knowledge base.

Televanta says "I don't have the details on that specific option just yet" and offers to connect them with a product specialist or take a callback request.

Use case: A software company reviews Televanta's unanswered questions report every Monday.

The top three unanswered questions from the previous week are added to the knowledge base.

Within 12 weeks of launch, the AI resolves 94 percent of calls without escalation, up from 58 percent on day one.