How do you teach Breezy about your business?

When you bring on a new employee, you don’t expect them to just “figure it out.” You hand them your playbook, your workflows, SOPs, and ways of working so they know how to handle different situations. Over time, they learn from experience, spot patterns, and get sharper at the job.

Breezy doesn’t come with built-in knowledge of your business. It learns from your data, just like a staff member learns from their training manual. The more high-quality examples you feed it, the better it becomes at handling customer requests. You teach Breezy how to manage your bookings and customers by giving it context:

• Workflows that explain what to do when someone asks to reschedule or cancel
• Examples of past conversations, so it learns how you prefer to respond
• Information about your booking platform, so it can fetch the right details at the right time

Think of workflows as the SOPs for your AI agent. Once Breezy has them, it knows how to apply your rules automatically when checking availability, updating reservations, or flagging complaints.

Patterns, not rules

Unlike traditional chatbots that follow rigid “if this, then do that” rules, Breezy looks for patterns in customer behaviour. For example, let’s say you feed it 1,000 customer messages and highlight which ones ended in cancellations. Breezy will:

• Read through all of them
• Spot that certain words (“frustrated”) or timings (late-night messages) often lead to cancellations
• Learn to predict future cancellations when similar messages come in

It’s not memorising scripts, it’s recognising patterns, just like an experienced team member would. If you’re curious about why this is such a big shift from traditional chatbots, you can learn more about AI Chatbots vs AI Agents in our post about why it matters to a any business who is thinking of using a chatbot.

Underlying knowledge

Breezy also has an advantage over a new hire, it sits on top of a powerful AI model that has already spent years learning how people communicate. That means it arrives with a broad base of general knowledge, so alongside your business-specific context, it can understand customer questions and respond accurately even when they’re phrased in unusual ways.

How does the AI 'learn'?

The AI learns what to say and what not to say through several techniques. You don't need to know all the details but behind the scenes the AI model 'learns' via the following methods;

• Unsupervised learning: You give the model lots of data without telling it what the data is. It uses mathematics to find patterns and groups in the data
• Supervised learning: You give it the data and the correct answers, ( “This message = cancellation”)
• Reinforcement learning: It learns from trying things and getting feedback. Think of it like training a dog, “Good job!” or “Try again”

If you would like a more technical introduction to these methods, we recommend Googles beginners guide to Machine Learning.

How does this help you?

For you, this learning happens automatically. Breezy absorbs:

• The types of questions customers ask
• How your business chooses to respond
• What leads to successful bookings or cancellations

The result is an AI agent that feels like part of your team. A reliable, consistent operator who is always ready to handle reschedules, cancellations, or booking updates. If you’re wondering whether it’s safe to let AI handle such a critical task, you can read our persepctive on using AI models to manage your bookings.