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Policies & Limitations
Lesson 4 of 6 8 min 60 XP

Product, AI & Availability Limitations

Learning objective

Describe current Passport capabilities honestly and avoid promising functionality, availability or automation that has not been confirmed.

Why this matters

Customers may assume every feature works automatically, everywhere, in every situation.

AI is an interpretation and guidance layer — not a decision authority and not a service professional.

Accurate expectation-setting is what protects trust after the sale.

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What AI is, and what it is not

AI positioning

An interpretation and guidance layer

AI makes information usable. It does not make decisions or perform work.

AI may help
  1. 1Organize information
  2. 2Interpret documents
  3. 3Surface relevant details
  4. 4Recommend possible next steps
  5. 5Support maintenance awareness
AI does not
  1. 1Physically repair the home
  2. 2Replace qualified service professionals
  3. 3Guarantee every recommendation is correct
  4. 4Automatically approve claims
  5. 5Replace customer judgment
  6. 6Replace human support in complex situations
Product capability rule

Describe only what exists today

Roadmap items, experimental functionality, internal concepts, unreleased automation and planned integrations are never presented as currently available.

Nationwide access is not identical fulfillment
Passport may be offered nationwide. Service fulfillment, provider availability, operational support, benefits and guarantee treatment can vary by geography, provider network, service category, supported systems, account eligibility and current program terms.
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Classify the capability claim

Practice

Capability classifier

Sort each claim by what you may say about it.

Question 1 of 6

““Passport can help interpret a warranty document.””

In the real world
C
Can Passport guarantee that a provider will arrive today?
I can help check the current availability for your location and service need, but I don’t want to promise a time before it is confirmed.
E
The availability test

“Nationwide product access and local service fulfillment are two different sentences. Never let one carry the other.”

Could a customer hear your last availability answer as a same-day promise?

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Check your understanding

0 / 4 answered
Question 1 · Multiple choice

Which is an accurate description of Passport AI?

Question 2 · True / False

It is acceptable to describe a planned integration as something Passport does today, as long as it is on the roadmap.

Question 3 · Multiple choice

“You operate nationwide, so service is identical everywhere, right?”

Question 4 · Scenario

A homeowner asks you to guarantee a provider will arrive today. What is the strongest response?

Golden rule

Describe what Passport does today —

not what it may do tomorrow.

Accomplished

You can now…

  • Position AI accurately
  • Avoid roadmap promises
  • Explain that nationwide access does not mean identical fulfillment
  • Know when availability must be verified
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