Improve AI phone agent answers
Here’s a guide to help you improve your AI phone agent's answers.
3 steps to improve AI phone agent answers:
It's easy to miss something when adding instructions to your AI phone agent. We've given users the freedom to let the AI agent say whatever they need, but that also means that some 'obvious' things need to be added. Here are 5 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 unwanted answer, add these 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 the AI will perform.
Update the AI script when your business information changes.
Once in a while, check the Customer satisfaction score (CSAT) and the First call resolution (FCR) to see if there are any issues that decrease the score.
Occasionally, scan the call recordings to see if there are any unsolved issues.
If there are human agents that the AI transfers calls to in case the AI does not know the answer, check in with the human phone agents if there are any questions that could be easily done with AI as well.
Last updated