> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI limitations and transparency

> Understand what HoopAI AI can and cannot do, with guidance on human oversight.

AI is a powerful tool, but it has limitations. Understanding these limitations helps you set appropriate expectations, configure better safeguards, and maintain human oversight where needed.

<Frame caption="The Conversation AI dashboard showing what metrics to monitor for AI performance">
  <img src="https://mintcdn.com/hoopai-84ec0cdc/c_IPTSnbNy09cl5O/images/ai-agents-conversation-ai-dashboard-0-image.png?fit=max&auto=format&n=c_IPTSnbNy09cl5O&q=85&s=4dc611c067f92c65a33a57deb3d37038" alt="Conversation AI dashboard with analytics and agent performance data" width="1098" height="341" data-path="images/ai-agents-conversation-ai-dashboard-0-image.png" />
</Frame>

## What AI can do well

* Answer common customer questions using your knowledge base
* Qualify leads based on conversation data
* Book appointments by checking calendar availability
* Route conversations to the right team member
* Generate content drafts for emails, social posts, and web pages
* Handle high volumes of simultaneous conversations

## What AI cannot do

* **Make complex judgment calls** that require human empathy or nuanced understanding
* **Guarantee 100% accuracy** in every response
* **Access real-time external data** beyond what is in your knowledge base and system prompt
* **Handle sensitive situations** (legal advice, medical diagnoses, crisis intervention) without human oversight
* **Learn from individual conversations** automatically (training requires manual updates)

## When to involve humans

Configure your AI agents to escalate to a human team member when:

* The customer explicitly asks to speak with a person
* The conversation involves a complaint or sensitive issue
* The AI is not confident in its response
* A transaction or decision requires human authorization
* The topic is outside the agent configured scope

## Transparency guidelines

* **Always disclose** to customers that they are interacting with an AI
* **Set realistic expectations** about what the AI can help with
* **Provide an easy path** to reach a human when needed
* **Be honest** about AI-generated content (do not present it as human-written)

## Next steps

<CardGroup cols={2}>
  <Card title="Guardrails" icon="shield" href="/ai/trust-safety/guardrails">
    Set behavioral boundaries for your AI
  </Card>

  <Card title="AI safety overview" icon="scale-balanced" href="/ai/trust-safety/overview">
    Our principles for responsible AI
  </Card>
</CardGroup>