Assistants

Three assistants share one knowledge base in the hub: a website chat assistant that captures leads, a learner support assistant, and an internal assistant for staff. Each has its own rules for when a person takes over.

AI overview

Website chats, 30 days

312

64 became leads (21%)

Learner questions answered

128

31 in portal, 97 as ticket drafts

Handed to a person

27%

Median wait for a reply: 38 min in office hours

Answers marked wrong

3 fixed by editing a help article

Greeting and identity

Live on public site

Name shown to visitors Shown on Greeting (English)

The greeting must say the assistant is automated. This sentence is enforced by the guardrails.

Greeting on corporate pages

EnglishArabicOffice hours for hand-off: Sunday to Thursday, 09:00 to 17:00 Cairo

Qualifying questions

Asked in conversation, not as a form. The answers are saved on the lead and feed the lead score. The assistant stops asking as soon as the visitor wants a person.

What is your role or discipline?

Saved to lead: persona. Options offered: piping, stress, plant layout, pressure equipment, inspection, engineering management, student.

Required

Is this for you or for a team?

Saved to lead: buyer type. "Team" opens the corporate questions below.

Required

Which topic or code do you need?

Matched to catalog: course interest. The assistant suggests up to three courses from the approved learning paths.

Required

How many engineers, and which company?

Team only. Saved to lead: company, team size.

Team only

When do you need the training, and in which format?

Saved to lead: timeframe, delivery mode (on-demand, virtual classroom, in-person).

Optional

Where can our team reach you?

Name, work email, phone or WhatsApp. Asked last, with a consent line. Creates the lead in the CRM.

Required

Do you have a training budget approved?

Switched off after the pilot: visitors found it intrusive.

Optional

Hand-off rules

When the visitor	The assistant	Goes to	30 days
Asks for a person, or types the same question twice	Stops, collects contact details, confirms a reply time	Sales queue, next free owner	41
Mentions a team of 5 or more	Creates a lead tagged corporate and offers a call slot	Karim Fathy (corporate)	18
Asks about discounts, payment terms or purchase orders	Says a colleague will confirm; never quotes a figure beyond the list price	Sales queue	23
Asks a code interpretation or engineering design question	Explains it cannot advise on design, points to the relevant course and webinar	No hand-off; logged for the instructor	37
Is an existing learner with an account problem	Opens a support ticket with the transcript attached	Support, Omar Zaki	14
Asks about ASME certification or what a certificate proves	Answers only from the approved accreditation text, word for word	No hand-off	29
Writes outside office hours	Captures the lead and states the next working day	Sales queue, task due 09:00	52
Wants to become an instructor	Links to the application page	Instructor team	4

Sample conversation

Sample

Thursday 1 October 2026, 21:14. Visitor on the Piping Engineer path page.

AssistantHello. I am the MALYOMAR course assistant, an automated helper. I can find a course or learning path for your role, check upcoming dates, or arrange a call with our team. What are you working on?

VisitorWe have new piping engineers joining a project. Need them up to speed on stress analysis.

AssistantThat is a team request, so I will keep it short. How many engineers, and have they done piping flexibility basics before?

VisitorAbout 12. Most are 2 to 3 years in, they know layout but not stress.

AssistantFor that profile the Stress Engineer path fits. The usual order is then , then . The next public batch starts 8 November in the virtual classroom. For 12 people a private batch is usually simpler. Which company are you with?

VisitorSample EPC Contractors, Abu Dhabi office. What discount for 12?

AssistantI cannot quote group pricing; a colleague from our corporate team will confirm that with you. The list price per seat is on each course page. Where can they reach you?

VisitorMostafa Helmy, m.helmy@sample-epc.example, WhatsApp is fine.

AssistantThank you, Mostafa. I have passed this to our corporate team. Our office is closed now; you will hear from Karim Fathy on Sunday morning, Cairo time.

Lead created with score 71. Task for Karim Fathy due Sunday 09:00.

Rules fired: team of 5 or more, discount question, outside office hoursOpen lead

What it will not do

Quote a discount, promise a seat or confirm a date that is not in the published schedule.
Reword ASME program descriptions. It quotes the stored text or links to the course page.
Give engineering or code-compliance advice.
Claim to be a person or an instructor.
Collect payment details. It links to checkout.

Knowledge sources

Source	What it covers	Items	Last indexed	Use
Help articles Published only	Login, joining a live session, invoices, certificates, refunds policy	46	Today 06:00
Policies Approved versions	Cancellation and transfer, attendance rule, exam retake, privacy	9	Today 06:00
Course catalog Live from the hub	Titles, hours, prerequisites, delivery mode, price, language	54	Live
Schedule Live from the hub	Batch dates, session times, join links for the learner's own batches	8	Live
The learner's own record Only when signed in	Enrolments, progress, attendance, orders, certificates	Per learner	Live
CEU and PDH rules	How hours convert, what appears on the certificate	4	28 Sep
Resolved tickets Last 12 months	Past answers by staff. Off until answers are reviewed.	412	Not indexed
Course materials Slides, handouts	Excluded. The assistant does not teach course content.	0	Excluded	Locked off

Every answer cites its source article. If no source matches, the assistant says so and opens a ticket.

Escalation

First matching rule wins

Topic or signal	Assistant behaviour	Escalates to	Reply target
Refund, cancellation, transfer to another batch	Quotes the policy, opens a ticket, makes no promise	Hany Lotfy, Finance	1 working day
Certificate wrong, missing or name change	Opens a ticket with the certificate number	Nour Hamdy, Operations	1 working day
Exam result, grading, retake request	No answer. Passes to the instructor	Course instructor	3 working days
Cannot join a live session that starts within 30 minutes	Sends join steps and pages support at once	Omar Zaki, on call	5 minutes
Complaint, or negative sentiment in two messages	Stops answering, apologises once	Nour Hamdy	4 hours
Technical engineering question about course content	Points to the course discussion and the instructor	Course instructor	Next session
Answer confidence below 70%	Shows the closest article, asks if it helped, offers a ticket	Support queue	1 working day
Corporate L&D manager asks about seats or reports	Answers from the corporate portal data, else passes on	Account owner	1 working day

Where it works

Learner portal help

Answers directly, with sources. Open portal page

Ticket reply drafts

Suggests a reply the agent approves. See a ticket

WhatsApp

Waiting for the provider connector. Connectors

Send without agent approval

Blocked by guardrails during the pilot

Off

Most asked, 30 days

Join a live session

Download certificate

Invoice copy

Recording access

Change batch

CEU hours

Amber: no help article covers this yet.

Sample answer

Aya Mostafa, signed inWhere is my certificate for the plant layout course?

Internal staff assistant

Live for 7 staff

The "Ask AI" button in the top bar of every back-office page. It answers questions across sales, learning, scheduling and finance because all of them sit in the hub. It returns links to the records it used and can prepare a draft, never an action.

Sales

"Which open leads asked about pipe stress in the last 60 days and are scored above 70?"

Answers with a lead list

Operations

"Which batches in the next 30 days are below break-even?"

Answers with batches and seat counts

Finance

"List invoices more than 7 days overdue for corporate accounts."

Answers with invoices and owners

Learner support

"Has Fatma Younis met the attendance rule for her current batch?"

Answers from attendance

Owner

"Where do we stand against the annual target, and what would close the gap?"

Answers on the planning and recovery advisor

HR

"Which inputs are still missing for the October payroll run?"

Answers with the missing inputs; HR and Finance only

Purchasing

"Do any open supplier bills look like duplicates, and which are due first?"

Answers with bills and due dates

Risk owner

"Summarise my unresolved risks and overdue actions."

Answers from the risk register

Account manager

"What does tender TND-0007 require and what is missing before we quote?"

Answers with a requirement summary

Any employee

"What is on my plate today and which of my targets are off track?"

Answers inside the user's own workspace

What each role can ask about

Roles and permissions

Role	CRM	Learners	Schedule	Finance	Payouts	Pay data	Purchasing	May draft

The assistant uses the signed-in person's permissions. It cannot show a record that person could not open themselves. When part of an answer is outside the asker's access, the assistant names what it left out and does not show the value. Try it under access-aware answers. Hiding is static in the prototype.

Worked example answers

Calculated from the sample records

Recent questions

When	Staff	Question	Answered from	Feedback
Today 11:05	Salma Adel	What is the payroll cost of the sales team?	Not answered: pay data is outside the Sales role. Named as withheld	Blocked by role
Today 10:40	Heba Mansour	Which inputs are missing for the October payroll run?	Payroll	Useful
Today 10:32	Tamer Shokry	Which supplier bills are due in the next 30 days?	Supplier bills	Useful
Today 10:20	Nour Hamdy	Which batches next month have no room or licence booked?	Batches, Resources	Useful
Today 09:05	Karim Fathy	Summarise all contact with Sample EPC Contractors since August	Account, Deal	Useful
Yesterday 16:44	Hany Lotfy	Payments received but not matched to an invoice this week	Reconciliation	Useful
Yesterday 14:12	Dina Sabry	Who attended the SIF webinar and has not enrolled in anything?	Events, Enrollments	Useful
Yesterday 11:30	Omar Zaki	Why can Rana Shawky not see her recording?	Recordings	Partly
1 Oct 15:02	Salma Adel	What did we charge Sample Refining per seat last time?	Orders	Useful
1 Oct 10:48	Karim Fathy	What are instructor payout rates for private batches?	Refused: no access to payouts	Blocked by role
30 Sep 13:15	Nour Hamdy	Forecast seats for December	Dashboards	Wrong

Settings

Show links to every record used

Allow drafting emails and tasks

Allow changing records directlyOff

Keep question history90 days, in the audit log

Answer language

Try it. Use "Ask AI" in the top bar. In this prototype it shows one worked example about batch B-2614. For role-scoped answers, open access-aware answers.

Usage by team, 30 days

Sales

Operations

Marketing

Finance

Learner support

Same question, two roles

Pick a question and two roles. Each answer is built only from the facts that role may open. Anything left out is listed by name under “Withheld for this role”, without its value, so the reader knows the answer is partial and whom to ask.

Question Asked by (left) Asked by (right)

What an answer may contain, by role

Responsibility profiles

The same rule applies to summaries, search results, exports and drafts. This matrix is a static demonstration, not production authorisation.

Started	Assistant	Person	Topic	Messages	Outcome	Handled by