Agent Builder is the self-serve chat agent: paste your site URL, upload your pricing and policy documents, adjust the tone, and embed one snippet. It answers from your material rather than a generic model prior, and it hands off to a human when confidence drops.
Low retrieval confidence, an explicit request for a person, or any message mentioning refund, legal, or complaint routes to the handoff you configure, with the full conversation attached. The default is to escalate rather than to answer confidently from a weak match, because a wrong answer costs more than a slow one.
Seven days, no card. The useful test is not deflection rate on easy questions — it is whether the hard questions escalate cleanly. Ask it the two things your team hates answering, then ask something out of scope, and watch what it does with each.