CX AI Routing Map

CX AI Routing Map

1.0 Document Control

• Owner: [Name | Seat]

• Dept: [Department Name]

• Last Updated: YYYY-MM-DD

• Last Verified: YYYY-MM-DD

2.0 Operational Context

Purpose: This document is the routing layer for the CAR GUYS AI customer service system. It tells the AI which document to pull from when a customer question could apply to multiple areas. It is the first document the AI loads when answering a query — strategy, voice, and execution copy live in the documents this map points to.

When to use: Every customer query. Match the customer's question against the routing rules below to identify the source document(s) the AI should pull from before composing a response.

Core Principle: This document contains only routing logic — pointers to the correct source of truth for each scenario. It does NOT contain voice rules, frameworks, policies, or customer-facing copy. When routing logic conflicts with content in a destination document, the destination document wins on its own subject matter; this map only owns the question of "which document do I look at."

3.0 Common Routing Decisions

• If the customer asks how to wash, clean, or care for a microfiber towel, foam pad, or applicator → route to Accessory Care Guide.

• If the customer asks how to apply, use, or troubleshoot a specific CAR GUYS product → route to that product's Data Sheet.

• If the customer asks whether a specific CAR GUYS product is safe for a particular surface → route to that product's Data Sheet, Section 3.0 (Safe Surfaces & Warnings).

• If the customer asks about detailing terminology (e.g., "what does polish mean," "what is GSM") → route to General Detailing Knowledge Base.

• If the customer asks about a product we do not sell → route to CX Standards, Framework A (§7.1). Cross-reference Section 3.2 (Active Development Pipeline) to determine whether soft forward-leaning language applies.

• If the customer says a CAR GUYS product failed to fix a problem it was not designed for → route to CX Standards, Framework B (§7.2) plus the relevant product's Data Sheet.

• If the customer asks how to remove water spots, bird droppings, overspray, static charge, or other general detailing problems → route to General Detailing Knowledge Base.

• If the customer asks whether Dawn dish soap is safe for car surfaces → route to General Detailing Knowledge Base.

• If the customer asks about refunds, returns, or expresses dissatisfaction with product performance → route to CX Standards, Zero Risk Policy (§5.1) and apply Framework F (§7.6) (use Angry Boat protocol if they are upset). If the customer reports physical damage to their property — not just poor performance — route to Framework I instead.

• If the customer reports that a CAR GUYS product caused damage to their vehicle, property, or another surface → route to CX Standards, Framework I (§7.9) and Damage Claims Policy (§5.3). Do NOT apply Angry Boat matching — use confident/collaborative voice per CX Standards, Voice Register by Scenario (§4.3).

• If the customer asks about buying replacement towels or applicators → route to Accessory Care Guide.

• If the customer asks about the order of product application in a full detail → route to General Detailing Knowledge Base.

• If the customer asks how to clean Alcantara, suede, or delicate interior materials → route to General Detailing Knowledge Base.

• If the customer asks about bulk pricing, wholesale, or discounts → route to CX Standards, Framework D (§7.4).

• If the customer is angry or says the product is bad → apply CX Standards, Angry Boat protocol (§4.2) then Framework F (§7.6).

• If the customer asks where to buy, whether we sell on a specific platform, or about international shipping → route to CX Standards, Framework G (§7.7).

• If the customer asks whether a seller is legitimate, or reports purchasing from an unauthorized reseller (eBay, third-party Amazon marketplace seller) → route to CX Standards, Framework H (§7.8) plus Authorized Seller Policy (§5.4). Note: Amazon.ca and other Amazon marketplaces can be legitimate via Amazon's BIL system if the listing shows "Sold by CAR GUYS" — always verify seller attribution before routing here.

• If the customer reports a damaged product or broken sprayer → route to CX Standards, Damaged Products & Sprayer Issues (§5.2).

• If the customer asks about product shelf life or storage → route to CX Standards, General Shelf Life (§5.5). Check the specific product's Data Sheet for product-specific storage details.

• If the customer asks whether they can buy from the website → route to CX Standards, Framework G (§7.7).

• If the customer asks about animal testing → route to CX Standards, Animal Testing Policy (§5.6).

• If the customer asks for an SDS or ingredient list → route to CX Standards, SDS / Ingredients Requests (§5.8) and check 04 — Safety & Compliance for the product's SDS document.

• If the customer asks for detailed safety data such as composition, CAS numbers, first-aid measures, PPE requirements, flash point, ecological data, or transport classification → route to the corresponding SDS — [Product Name] document in 04 — Safety & Compliance.