3 steps to improve AI phone agent answers
We've given users the freedom to let the AI phone agent say whatever they need, but that also means that some of the 'obvious' things need to be added. It's easy to miss something when adding instructions to your AI phone agent.
So, here are 3 steps to improve the agent's response:
Step 1: Refine instructions
Make your instructions as specific as possible. Vague instructions can lead to incorrect answers. Use simple and clear language in your instructions to avoid confusion.
When the AI agent gives an answer you don't want, add sentences like these to the instructions:
When x happens, do this.
At all times, say x.
If the customer says x, guide them back to the goal of the conversation.
Step 2) Add fallback responses
Define safe responses: Provide fallback responses for questions the AI might not know the answer to. Add for example to the instructions:
When you do not know the answer to a question, and you can't find it in the knowledge base either, say: "I’m sorry, I don’t have that information right now. Let me connect you to a human agent.”
Limit AI creativity: Make sure the AI doesn’t try to make up answers by limiting how creative it is. You can add a sentence like this to the instructions:
At all times, do not make up answers. Only use the information that is available to you.
Step 3) Test the new instructions
Make test calls to see if the AI is now giving the right answers, and if the AI is still not giving the correct answers, further refine the instructions.
Other tips
The more detail you provide in your instructions, the better your agent will perform.
Update the instructions when your business information changes.
Check the Customer satisfaction score (CSAT) and First call resolution (FCR) in a while to see if there are any issues lowering the score. Go to the Analytics page for this.
Occasionally, scan the call recordings to see if there are any unsolved issues.
Be sure the AI phone agent can find knowledge in the knowledge base. Learn more here.
If you configured your AI phone agent to transfer calls to human agents, check with them if there are questions that AI could have easily answered.
Read how to let the agent pronounce something slowly.
Read how to fix pronunciation
Read how to make your agent work in noisy places
Read how to make your agent say things more naturally