Procedures Overview

While Large Language Models are remarkably versatile in conversational dialogue, critical business operations demand absolute zero improvisation:

• Processing damaged goods and warranty claims
• Verifying order or customer ID before sharing account details
• Routing live inquiries to human agents strictly during business hours

Pitaj.io Procedures enable you to author structured, deterministic step-by-step decision trees that your agent executes with flawless fidelity.

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Knowledge Base vs. Procedures

Feature	Knowledge Base (RAG)	Business Procedures
Response Nature	Flexible conversational synthesis	Strictly controlled step sequences
Interaction Flow	Answering open-ended questions	Step-by-step guided task execution
Branching Logic	Semantic cosine similarity	Deterministic If/Else conditional logic
Primary Use Case	Product discovery, FAQs, company background	Returns, claims, bookings, escalations

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Procedure Capabilities

Decision Tree Logic

Construct branched pathways: if the user chooses Option A, advance to Step 2; if they select Option B, transition to Step 4. Learn more →

Business Hours & Escalation

Evaluate agent availability in real time. Route to active human representatives during shifts, or present offline support tickets after hours. Learn more →

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Contextual Synergy

When a visitor asks general questions, the agent queries the Knowledge Base. The moment they state “I need to file a warranty claim”, the system seamlessly triggers the assigned Procedure and guides them through verification.