Receive & parse the customer message

CHATIN receives the incoming message and immediately identifies the customer’s intent — whether it’s a product query, an order issue, a policy question, or a support request. Every interaction enters the same governed pipeline, regardless of channel or volume.

Run input safety checks

Before anything else, the input is screened for toxicity, hate speech, prompt injection, jailbreak attempts, and PII exposure. Anything that breaches your configured thresholds is blocked or redirected instantly — before the AI ever sees it.

Retrieve knowledge from your internal sources

CHATIN’s RAG engine queries your organisation’s knowledge base — product catalogues, policy documents, FAQs, manuals — retrieving the most relevant, semantically accurate information to ground the response. No guessing. No hallucination. Only what your organisation knows.

Agent reasons, plans and generates the answer

With verified knowledge in hand, CHATIN’s agentic core reasons about the best response — calling additional tools if needed (order lookup, inventory, ticket creation) and composing a precise, helpful, and on-brand answer tailored to the customer’s specific situation.

Validate output & deliver the trusted response& commit

The generated response is validated against your content policies — checked for safety, accuracy, tone, and data exposure — before being delivered to the customer. Every interaction is logged and auditable, giving you a complete governance trail across every conversation.