Acta — AI, human by design

It writes like a person
because it was
taught to.

Its replies follow eleven pillars and fifty-three principles taken from five books on service, persuasion and negotiation, and rewritten for ecommerce support.

Eleven pillars, from five works on service, persuasion and negotiation.

The surface 0 read from outside The section 5 kinds, 53 in all
The surface 0 read from outside The section 5 kinds, 53 in all
05 techniques at work · 00 visible to the customer relating · effortless clarity · honest framing · de-escalation · posture relating · effortless clarity · honest framing · de-escalation · posture
Where the judgment comes from

It was taught to judge, not given lines to repeat.

454 worked cases across 50 ticket types — returns, warranty, subscriptions, WISMO. They taught the judgment; none of them is a script to repeat.

Returns, warranty, subscriptions, WISMO. None of them is a script to repeat.

The corpus 50 ticket types 454 written by hand
The corpus 50 ticket types 454 written by hand
454 cases · no two alike no smooth area anywhere on it
What was sent The form it came out of 0 written from nothing
What was sent The form it came out of 0 written from nothing
Where a reply comes from

The judgment is trained. The words are written fresh each time.

Each reply draws on three to five of those worked cases, and the instructions the AI runs on are written from them, not the other way round.

Each reply draws on three to five worked cases, and is written fresh.

1 form · 1 piece · 0 from nothing the same five steps, reversed
What it will not do

Nine pressure tactics are banned by name.

A cancellation the brand’s policy allows runs on the spot. Nine ways to push it back are prohibited by name.

A cancellation the policy allows runs on the spot.

order_cancelled executed Conduct 9 available · 0 used
order_cancelled executed Conduct 9 available · 0 used
1 act executed · 9 unused scarcity · social proof · flattery · a menu built to steer scarcity · social proof · flattery · a menu built to steer
above the ceiling below the floor 2 faces · neither failure is inside
above the ceiling below the floor 2 faces · neither failure is inside
The third way

Neither the cold reply nor the performed one.

A damaged-item ticket needs neither a cold procedure nor performed sympathy: it needs one message that acknowledges and acts. In The Effortless Experience, Dixon found two thirds of reported effort is how a customer felt treated.

Dixon: two thirds of reported effort is how a customer felt treated.

Acknowledge, and act, in one message the two failures are not the ends of a scale — they are outside it

How customers are told it is AI

A support voice your brand does not have to supervise

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