Murmur
A conversational support layer that knows when to answer, when to ask, and when to hand over to a person.
- Product
- Murmur — concept product
- Services
- AI productConversational UIPrototyping
- Status
- Concept — self-initiated study
The question
Most AI assistants are optimised to always respond. In support, a confident wrong answer costs more than a short wait for a human.
The approach
We explored retrieval-grounded responses with explicit confidence states in the interface, plus a hand-over pattern that carries full context to a human agent.
Where it landed
An interaction prototype and evaluation harness for testing escalation behaviour.