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How to customize the Call Experience of IsOn24 AI voice assistant

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How to customize the Call Experience of IsOn24 AI voice assistant

 The IsOn24 AI voice assistant answers your customer calls just like you. It also texts back, makes appointments, creates leads, and more.

Here is a helpful video that explains how to use the Call Experience tool available in the IsOn24 app to customize your voice assistant easily.



Here are a few guidelines to remember when you customize your voice assistant.

Options

Your assistant will listen to your customer questions and will try to match them to one of the answers that you have provided.
Therefore, you should group a category of your customer questions in a single option. For example, you can group all the customer questions regarding appointments into a single option called 'Appointments.' Your assistant requires three pieces of information for each option.
  1. How can it identify customer calls that match this option?
  2. Second, How does it answer this type of question?
  3. And, last, what should be the follow-up action?

Keywords and keyphrases

First, you will provide a name for each option. The option name should be a word or phrase your callers will easily understand. For example, "Appointments" or "Setting an appointment." Your assistant will use the option name in two ways.
  1. It will try to find this name in your caller's questions. 
  2. When the assistant is in touch-tone mode, it will present your caller with this choice and the option digit. For example, it would say, "For appointments, press 1".
After the option name, you will provide alternate phrases that your callers may speak to choose the same option or ask the same question. For the Appointment option, add 'book a meeting' or 'plan a visit.' 
Keep in mind that you only need to add keywords and keyphrases here.  
You do not need to write long sentences that mimic your customer questions. 
As the last and optional piece of your option identification, you will assign a digit to this option. When in the touch-tone mode, your assistant will present this option with the corresponding digit. For example, it would say, "For appointments, press 1". 
Although this is optional, we highly recommend setting a digit for your most frequent or essential options.

How many options are too many?

A general rule of thumb is to keep the number of options under ten. It would allow you to have enough unique keywords and key phrases within each option to capture most of the customer questions.
However, you may need more options for your specific business needs. You should begin with a smaller set of essential options and keep testing the assistant as you grow the option count. This strategy will also help you quickly catch any keyword or phrase duplicated in multiple options.


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