To maximize the benefits of the Aircall AI Voice Agent, and ensure a smooth and efficient customer experience, it's important to follow a set of best practices. Below are some key tips for optimizing your AI Voice Agent setup and performance:
Design a Clear and Simple Knowledge Section
- Use Structured Text:
- Keep your knowledge section simple and organized
- Avoid using numbered lists, and instead format it in a clear Q&A structure to ensure the AI can easily access and deliver relevant answers
- Avoid using special characters, as these may confuse the AI
- Ensure that you modify the content from your website knowledge base for the AI, adjusting any visuals (images, videos) and rephrasing sentences where necessary to make them more suitable for AI processing
- Balance Detail with Simplicity:
- While providing detailed information is important, we recommend optimizing for shorter and concise knowledge bases that focus on the key issues you want the AI Voice Agent to handle.
- Keep answers concise but informative, and avoid overloading the system with lengthy responses. The AI is intended to assist, not replace a full knowledge base
- Currently the knowledge section supports input up to approximately 20 pages in length, though it is recommended to keep the length to 3-4 pages maximum
Customize Greetings and Information for Context
- Personalize the Experience:
- Set up your AI Voice Agent with a company name, description, and greeting message. This will help the AI provide a more tailored experience, which is essential for establishing clear communication with your customers
- If necessary, adjust the spelling in the Name and Company Name fields to ensure your AI Voice Agent is pronouncing each correct
- Use Transparent Messaging:
- Make sure to inform callers they are speaking with an AI Voice Agent early in the conversation. This ensures transparency and sets the right expectations
Optimize Intake Questions for Efficiency
- Prioritize Key Questions:
- Limit the number of intake questions to 3-4 to avoid overly long calls. Focus on the most important questions that gather the necessary information without slowing down the process
- Customize the Flow:
- You have the flexibility to reorder, edit, or mark questions as optional. Tailor the questions to meet your business needs and ensure the intake process is as efficient as possible
Monitor AI Interactions and Optimize Over Time
- Track Performance with Analytics:
- Keep an eye on the AI Voice Agent’s performance using Aircall's Analytics. Review how many calls are being answered by the AI and make adjustments to improve the experience
- Review Call Logs and Intake Information:
- After a call is handled by the AI, make sure to check the intake data in Aircall Workspace. This will help you track and follow up on the information provided during the call
Maintain Flexibility and Update Regularly
- Regularly Update Knowledge:
- As your business evolves, ensure your AI Voice Agent’s knowledge section is kept up to date. Regularly review and add new information to reflect any changes in products, services, or customer support processes
- Adapt and Evolve:
- Over time, you may notice areas for improvement in how the AI interacts with customers. Continuously optimize the flow, responses, and features to ensure a smooth and effective customer experience
Set Realistic Expectations for AI Limitations
- Understand AI's Limitations:
- While the AI Voice Agent is a powerful tool, it cannot handle highly complex tasks or provide detailed troubleshooting. Be aware of its limits and use it for tasks that align with its strengths - such as handling FAQs, gathering basic information, or providing simple suggestions
- Backup Plan for Complex Queries:
- If a customer asks a question the AI cannot answer, ensure that they know the AI will provide a follow-up or pass the information along to a human agent when necessary, who will follow up at a later time. This transparency will help manage customer expectations
Test Before Full Deployment
- Conduct Test Calls:
- Before fully deploying your AI Voice Agent, make sure to test how it interacts with customers. Use the available test call option to experience firsthand how the agent handles conversations and adjust settings if needed
- Review Call Interactions:
- Testing helps you identify potential issues and fine-tune the AI's responses. Pay attention to how well the AI answers questions and ensure it is handling calls efficiently