Agent capabilities

Grounding

Grounding is the rule that a Duvi agent may only present something it can point at a source for.

When an agent shows a price, a link or a document, it has to say where that came from. The tools that present information refuse an item that arrives without a source attached, so the agent cannot put a fact on screen that it has nothing to point at.

Duvi enforces this in the tool rather than in the prompt, so it holds on the four hundredth conversation as well as the first.

If a customer asks about a plan that is not in the price list you uploaded, the agent says it does not know and offers to take their details. It does not produce a number that looks about right.

Screen control

On a website, an agent can operate the page the visitor is already looking at. It reads the current page, gets back the list of elements it is allowed to act on, then clicks, types, selects or scrolls. A visitor who says “just put me on the smallest plan” can have the form filled in front of them.

Two limits apply:

• Element references go stale. When the page changes, the agent map of it is out of date, so it reads the page again before carrying on rather than repeating a click blindly.
• Actions time out after 15 seconds. The agent gives up on that action and tells the customer rather than going quiet.

Present information

The agent produces one result, and each channel presents it in the form that channel supports. A list of three plans arrives as tappable options in WhatsApp and as a spoken sentence on a call.

You write the agent once. There is no phone version and chat version of the same answer to keep in step.

Link and navigation

A web agent can offer a link, or take the visitor to a page directly, when that is what they asked for.

Duvi checks destinations before the agent uses them. The agent cannot invent a URL and send someone to a page that does not exist.

Save customer details

An agent can record details it picks up during a conversation, on every channel. If someone mentions their order number or their preferred callback time, Duvi keeps it.

Saved details and verified identity are different things, and the difference decides what is safe to show.

A customer saying “I am the account owner” is a saved detail, not authorization. See Customer identity for how to give the agent something it can trust.

Capabilities by channel

Capabilities differ by channel because the channels differ. A phone call has no screen, and WhatsApp does not let anyone drive a browser. The first three rows work everywhere, so build on those when an agent has to behave the same across channels.