What does Seth do?
Seth is the AI phone support rep that does not need any training at all. We've done all the work already. You just add your website link and we automatically built Seth for you (with the help of AI).
Seth is built to pick up every phone call and resolve 70%+ of customer support calls instantly. But it does not stop there: you can add actions and knowledge to get to 95%+ resolution rate!
How to set up Seth:
When you create an account, you'll automatically go through the onboarding to set up Seth, just like in this video:
If you already have an account but didn't create Seth, simply go to Agents > Seth AI support and go through a similar onboarding.
After onboarding, you'll land on the dashboard:
1) Seth introduces itself
When Seth picks up the phone, he'll say this immediately. We added some variations based on different laws and regulations. Make sure you use the right one, or create a custom intro.
2) Seth uses uploaded knowledge
Seth will help the customer using uploaded knowledge. In the onboarding you'll already add your website, but you can add more websites + text + docs as well. Seth will use all this to help the caller.
3) Seth uses filled knowledge gaps
Once Seth starts making calls, unanswered questions will automatically show up in the 'knowledge gaps' section. You'll see the question that was asked and an AI suggested answer. Simply type the correct answer, and hit save. Next time someone asks the same question, Seth will give the right answer!
4) Seth takes actions
Here is the secret sauce that brings Seth's resolution rate from 70% to 95%+. Callers want the support agent to do something for them, like checking order status, processing a refund, changing and address. That's what actions are for.
We already built in the 'Get order status' action (more to come), but you can also use custom actions to let Seth call any API endpoint in the phone call.
5) Seth transfers or escalates
Sometimes callers request to speak to a human, or Seth recognizes that an issue is too hard, and in that case Seth can transfer the phone call or point the caller to another source to get human support.
Option 1: Transfer to team: Add the human customer support number here.
ℹ️ Since AI phone support is quite new, some callers will not know what Seth is capable of and ask for a human. In that case, Seth will say that he can often resolve an issue faster than waiting for a human agent. Only if the caller persists, will Seth transfer the call.
Option 2: Point to other help: Describe what callers need to do to reach human support. (point to your contact page, email, etc.)
How to deploy Seth:
Go to Agents > Seth AI support > click on 'Deploy'. There are 2 options to deploy:
Option 1) Buy a phone number: Choose US or CA, choose the area code, and add the phone number.
Option 2) Import your phone number from Twilio: You buy a phone number in Twilio and then import it to Ringly.io. Learn how to do that here.
How to see how Seth performs:
Go to Agents > Seth AI support > click on 'Analyze':
Select a timeframe and see how Seth performs by looking at these metrics:
Resolution rate: % of calls Seth fully resolved without human help.
Transfer rate (if transfer is enabled): % of calls Seth transferred to a human agent.
Point to help rate (if enabled): % of calls where Seth directed users to the right human channel.
Training gap rate: % of calls where Seth didn’t have enough knowledge or actions to resolve the issue.
Secondary metrics are: Calls made, Avg. cost per call, Avg. talk time, Total talk time.
Additional settings for Seth:
Go to Agents > Seth AI support > click on 'Settings'. There's a couple of things you can change:
Seth's identity:
Change your company name. It will automatically be changed everywhere in Seth
Change Seth's name. This will only change how Seth calls itself in phone calls, but in the Ringly software you'll still see the name "Seth".
Seth's voice and language:
Change Seth's voice. The best rated male voice is Seth (default), and the best rated female voice is Kate.
Change Seth's language. Default is English (US), but you can choose 30 languages.
Seth's vocabulary:
Many companies have distinct product names that aren't real words. You want to add those words here if you want Seth to hear then correctly when a customer names a product. When going through the onboarding, we'll try to add product names already (see below), but you can also add more yourself.
