Old bots matched keywords and trapped you in loops. That experience is what most buyers still expect.
Retrieval grounding constrains replies to your approved sources, so the bot cites your policies instead of inventing them.
A bot that escalates cleanly beats one that fabricates a confident answer about your refund policy.
When a human takes the conversation, the full history and CRM record go with it. Nobody repeats themselves.
Requirements, budget and timeline captured and delivered to your team as a structured summary.