Lodora

Lodora decides how the conversation should proceed, then writes the reply. Same AI model, same information: before each reply it works out what it knows and what’s missing, and whether the user’s issue is being resolved.

Every turn, it chooses one of six moves:

  • Clarify
  • Ask for details
  • Answer
  • Point to a tool
  • Recover
  • Hand off
Links kept exact
Plain AI
91%
Lodora
100%

Of the replies that shared a link, how many had it exactly right.

Policy or safety slips*
Plain AI
10
Lodora
7

Recorded conversation runs (out of 45) where an automatic review flagged a slip. Lower is better.

* The automatic review is an AI from the same model family reading each transcript afterwards, so treat it as a rough guide. Across all conversations it found Plain AI met 61% of customer needs and Lodora 57%; see the full scoreboard. Plain AI and Lodora use the same AI model with the same information.

Key moments

One customer message each, and how each assistant replied. Above Lodora’s reply is what it decided first. Roo today is the chatbot live on the site now. Plain AI is the same AI as Lodora, without the decision layer. Showing the most typical of 3 recorded runs.

Roo (Planned Parenthood)

It asks instead of guessing

Customer
What's plan C
Roo todayDidn’t understand
Sorry I'm still learning. I can't understand your question. You can ask again in a different way or browse through topics for more Q&As.
Plain AI

No decision step. Answers directly.

I don’t have information about Plan C in the content I can answer from. You can contact your nearest Planned Parenthood health center to ask about it, or look for answers on their blog.
Lodora
Lodora decidedAsked to clarify
  1. Clarify (chosen)
  2. Ask for details
  3. Answer
  4. Point to a tool
  5. Recover
  6. Hand off

Could they mean different things? “Plan C” could mean different things, and the supplied content does not resolve which one they mean.

Toward resolution: Clarify what they mean by “Plan C” so the right information can be provided.

How it decided
  1. Is someone at risk right now?no

    The message does not describe an emergency or symptoms.

  2. Do they need a person?no

    The user does not ask for a person, and no escalation trigger is present.

  3. Must I check something first?no

    No explicit before-step requirement applies.

  4. Did they correct me or get frustrated?no

    This is a first-turn question, not a correction or complaint.

  5. Did I already ask for something they can’t give?no

    No earlier assistant message asked for a detail.

  6. Could they mean different things?yes→ Clarify

    “Plan C” could mean different things, and the supplied content does not resolve which one they mean.

  7. Do I need one more detail?not reachednot reached
  8. Would a tool or link help most?not reachednot reached
  9. Can I answer from our content?not reachednot reached
  10. Is this beyond what I can help with?not reachednot reached
What it knew
  • The user asked, “What’s plan C”
What was missing
  • What they mean by “Plan C”

Move: clarify

What do you mean by “Plan C”—a medication, a backup plan, or something else? That’ll help me give you the right information.

Roo doesn’t understand. Plain AI says it has no information on Plan C and points to a health center or the blog; Lodora asks what the user means.

See this in the full conversation →
Roo (Planned Parenthood)

Roo answers a different question

The earlier messages were about Plan B.

Customer
What if I forget to take a pill
Roo todayRepeated itself
There are two options you have for emergency contraception: the Paragard IUD or a pill, like Plan B or ella. You have up to 5 days after unprotected sex to use either option. Want to figure out which option is best for you? This may help:
Plain AILink broken

No decision step. Answers directly.

What to do depends on the type of pill and where you are in your pack. Try the Missed Pill Quiz for personalized steps: https://www.plannedparenthood.org/online-tools/quiz#/?config=eyJxdWl6SUQiOjMsImxhbmd1YWdlIjoiZW4iLCJyZWZlcnJlclBhZ2UiOiJodHRwczovL3d3dy5wbGFubmVk cGFyZW50aG9vZC5vcmcvb25saW5lLXRvb2xzIn0=
Lodora
Lodora decidedAsked to clarify
  1. Clarify (chosen)
  2. Ask for details
  3. Answer
  4. Point to a tool
  5. Recover
  6. Hand off

Could they mean different things? The answer depends on whether they mean a regular birth control pill or an emergency contraception pill; the missed-pill quiz can be offered with clarification.

Toward resolution: Ask which pill they mean and offer the Missed Pill Quiz for a regular birth control pill.

How it decided
  1. Is someone at risk right now?no

    The newest message does not describe an emergency, serious symptoms, or danger happening now.

  2. Do they need a person?no

    The user does not ask for a person, and no escalation trigger applies.

  3. Must I check something first?no

    No explicit before-step requirement applies; the pill type is unclear.

  4. Did they correct me or get frustrated?no

    The user asks a new follow-up and does not correct or reject the earlier reply.

  5. Did I already ask for something they can’t give?no

    The assistant has not asked which pill the user means.

  6. Could they mean different things?yes→ Clarify

    The answer depends on whether they mean a regular birth control pill or an emergency contraception pill; the missed-pill quiz can be offered with clarification.

  7. Do I need one more detail?not reachednot reached
  8. Would a tool or link help most?not reachednot reached
  9. Can I answer from our content?not reachednot reached
  10. Is this beyond what I can help with?not reachednot reached
What it knew
  • The user has asked about Plan B, its cost, and which morning-after pill brand is best.
  • The user now asks what happens if they forget to take a pill.
What was missing
  • Whether they mean a regular birth control pill or an emergency contraception pill.

Move: clarify · resource: quiz-missed-pill

Do you mean a regular birth control pill or an emergency contraception pill like Plan B? If you mean a regular birth control pill, what to do depends on the pill type and where you are in the pack. You can use the Missed Pill Quiz for guidance: https://www.plannedparenthood.org/online-tools/quiz#/?config=eyJxdWl6SUQiOjMsImxhbmd1YWdlIjoiZW4iLCJyZWZlcnJlclBhZ2UiOiJodHRwczovL3d3dy5wbGFubmVkcGFyZW50aG9vZC5vcmcvb25saW5lLXRvb2xzIn0=

Roo repeats its emergency contraception reply. Plain AI assumes a birth control pill and links the Missed Pill Quiz, but its link has a space in it and breaks. Lodora asks which kind of pill and gives the exact quiz link for a regular birth control pill.

See this in the full conversation →
Roo (Planned Parenthood)

Escalating still means helping

The user asked about a forgotten pill three messages ago and still has no answer they accept.

Customer
You seem to be ignoring me
Roo today
Sounds like a real person might be able to help you with this question. For appointments and scheduling please contact your nearest Planned Parenthood health center.
Plain AI

No decision step. Answers directly.

You’re right—I didn’t listen carefully. What did you mean by “forget to take a pill”? I can’t give the right next step without knowing what kind of pill you mean.
LodoraSafety rule applied
Lodora decidedHanded off
  1. Clarify
  2. Ask for details
  3. Answer
  4. Point to a tool
  5. Recover
  6. Hand off (chosen)

Do they need a person? The user remains frustrated after earlier recovery attempts; this is an escalation trigger, but no handoff is available.

Toward resolution: Explain that a person handoff is unavailable and offer the Missed Pill Quiz for regular birth control pills.

Safety rule applied: reply must say transfer is not available

How it decided
  1. Is someone at risk right now?no

    The newest message reports frustration, not an emergency, symptoms, or immediate danger.

  2. Do they need a person?yes→ Hand off

    The user remains frustrated after earlier recovery attempts; this is an escalation trigger, but no handoff is available.

  3. Must I check something first?not reachednot reached
  4. Did they correct me or get frustrated?not reachednot reached
  5. Did I already ask for something they can’t give?not reachednot reached
  6. Could they mean different things?not reachednot reached
  7. Do I need one more detail?not reachednot reached
  8. Would a tool or link help most?not reachednot reached
  9. Can I answer from our content?not reachednot reached
  10. Is this beyond what I can help with?not reachednot reached
What it knew
  • The user wants to know what to do after forgetting to take a pill.
  • They have asked about Plan B, its cost, and which brand is best.
  • They have not clarified whether the forgotten pill was regular birth control or emergency contraception.
What was missing
  • Which kind of pill they forgot.

Move: escalate · resource: quiz-missed-pill

You’re right—I’ve been guessing instead of helping. I can’t transfer you to a person here. If you forgot a regular birth control pill, the Missed Pill Quiz can give steps based on the pill type and timing: https://www.plannedparenthood.org/online-tools/quiz#/?config=eyJxdWl6SUQiOjMsImxhbmd1YWdlIjoiZW4iLCJyZWZlcnJlclBhZ2UiOiJodHRwczovL3d3dy5wbGFubmVkcGFyZW50aG9vZC5vcmcvb25saW5lLXRvb2xzIn0= I’m a bot so I can’t answer certain questions. You can always contact your nearest Planned Parenthood health center to make an appointment about your health concerns. You can also find answers to common questions on our blog.

Roo points to a health center. Plain AI apologizes and asks again what kind of pill. Lodora says it can’t transfer to a person, and in the same reply gives the Missed Pill Quiz for the forgotten pill, plus the health-center option.

See this in the full conversation →
Roo (Planned Parenthood)

It owns the tone, then gets back to the problem

Customer
Wow rude
Roo todayRepeated itself
Sounds like a real person might be able to help you with this question. For appointments and scheduling please contact your nearest Planned Parenthood health center.
Plain AILink broken

No decision step. Answers directly.

I’m sorry. I didn’t mean to sound rude, and I should have asked more clearly. If you mean a missed birth control pill, the next step depends on the pill type and where you are in your pack. You can use the Missed Pill Quiz: https://www.plannedparenthood.org/online-tools/quiz#/?config=eyJxdWl6SUQiOjMsImxhbmd1YWdlIjoiZW4iLCJyZWZlcnJlclBhZ2UiOiJodHRwczovL3d3dy5wbGFubmVk cGFyZW50aG9vZC5vcmcvb25saW5lLXRvb2xzIn0=
Lodora
Lodora decidedRecovered
  1. Clarify
  2. Ask for details
  3. Answer
  4. Point to a tool
  5. Recover (chosen)
  6. Hand off

Did they correct me or get frustrated? “Wow rude” shows frustration with the conversation after earlier replies.

Toward resolution: Offer the Missed Pill Quiz again for personalized steps if the user means a regular birth control pill.

How it decided
  1. Is someone at risk right now?no

    The newest message says “Wow rude”; it describes no emergency, symptoms, or immediate danger.

  2. Do they need a person?no

    The prior handoff was unavailable; this message expresses frustration but does not ask about the handoff or introduce a new trigger.

  3. Must I check something first?no

    The newest message does not ask for a step that requires a specific detail to be collected first.

  4. Did they correct me or get frustrated?yes→ Recover

    “Wow rude” shows frustration with the conversation after earlier replies.

  5. Did I already ask for something they can’t give?not reachednot reached
  6. Could they mean different things?not reachednot reached
  7. Do I need one more detail?not reachednot reached
  8. Would a tool or link help most?not reachednot reached
  9. Can I answer from our content?not reachednot reached
  10. Is this beyond what I can help with?not reachednot reached
What it knew
  • The user asked about Plan B, its cost, and which brand is best.
  • The user asked what to do if they forget to take a pill.
  • The user has not said which kind of pill they mean.
  • The assistant already asked whether they meant a regular birth control pill or emergency contraception.
What was missing
  • Which kind of pill they forgot.
  • For a regular birth control pill, the pill type and where they are in the pack.

Move: recover · resource: quiz-missed-pill

You’re right—that came across as rude. If you mean a regular birth control pill, what to do depends on the pill type and where you are in the pack. The Missed Pill Quiz can help you figure out next steps: https://www.plannedparenthood.org/online-tools/quiz#/?config=eyJxdWl6SUQiOjMsImxhbmd1YWdlIjoiZW4iLCJyZWZlcnJlclBhZ2UiOiJodHRwczovL3d3dy5wbGFubmVkcGFyZW50aG9vZC5vcmcvb25saW5lLXRvb2xzIn0=

Roo repeats its health-center line. Both acknowledge the tone and go straight back to the missed-pill help with the quiz, without asking whether the user still wants help; Plain AI’s quiz link breaks again, Lodora’s is exact.

See this in the full conversation →
Brightline billing support(invented brand)

It checks the account first

Customer
you charged me twice this month!!
Plain AI

No decision step. Answers directly.

I’m sorry—that’s concerning. Before I discuss any charges, please confirm the email address on your Brightline account. You can also check Billing > Invoices in the billing portal to see whether both entries are completed charges or one is a pending authorization: https://billing.brightline.example.com/portal A pending authorization isn’t a charge and is usually released by the bank within 3–7 business days.
Lodora
Lodora decidedAsked for details
  1. Clarify
  2. Ask for details (chosen)
  3. Answer
  4. Point to a tool
  5. Recover
  6. Hand off

Must I check something first? Account verification requires confirming the Brightline account email before discussing a charge, and none is confirmed in the conversation.

Toward resolution: Ask the user to confirm the email address on their Brightline account before discussing the charge.

How it decided
  1. Is someone at risk right now?no

    The message reports a billing issue, not an emergency or immediate danger.

  2. Do they need a person?no

    The user has not asked for a person and no escalation trigger applies.

  3. Must I check something first?yes→ Ask for details

    Account verification requires confirming the Brightline account email before discussing a charge, and none is confirmed in the conversation.

  4. Did they correct me or get frustrated?not reachednot reached
  5. Did I already ask for something they can’t give?not reachednot reached
  6. Could they mean different things?not reachednot reached
  7. Do I need one more detail?not reachednot reached
  8. Would a tool or link help most?not reachednot reached
  9. Can I answer from our content?not reachednot reached
  10. Is this beyond what I can help with?not reachednot reached
What it knew
  • The user says Brightline charged them twice this month; this is an unverified claim.
What was missing
  • The email address on the Brightline account, which must be confirmed before discussing any charge.
  • Whether the user sees two charges in the billing portal or a pending authorization alongside a charge.

Move: ask

Please confirm the email address on your Brightline account so I can discuss the charge. This will help determine whether both transactions are charges or one is a pending authorization.

The rule is to verify the account email before discussing a charge; Plain AI asks for it but starts explaining pending charges and links the billing portal anyway, Lodora just asks.

See this in the full conversation →