24.2. CAI Quick Guide

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CAI Quick Guide

This article will cover a few popular use cases that can be quickly assembled to provide immediate value to your business.

Handling Quick Questions

Want to alleviate your team from having to always answer those small repeated questions, use the following to get back more time for your agents.

Step 1. Configure a knowledge base - see how here

  • This can be your knowledge base website or it could be a support document PDF

Step 2. Configure the routing policy

Flowchart illustrating inbound call routing and actions for Natterbox AI system.

Step 2a. Router Assistant configuration - see more here

Use the default prompt goal

Unless you have a specific requirement, we recommend using the default

Define the welcome message

We recommend :

Good morning, thank you for calling [Business name]. My name is [your chosen Assistant name] and I'm an AI, before I get you assistance can you please describe the reason why you're calling today”

Define the routing message

We recommend :

“Okay great, let me get your call to someone who can help”

Add the routes

Click ‘Add Route’ twice and then name your routes.

In this example the first route is titled ‘Questions’ and the second ‘Existing Issue or Change Request Route‘.

Define the route to the Knowledge Assistant (Questions)

Here you want to define a prompt that can determine whether the customer request can actually be answered by the information available in your knowledge base

In this example we’re going to route everything which can be deemed a question or query, you may want to specify the context of those questions.

Configuration settings for AI route based on technical queries about products or services.

Define the route to your human agents (Existing Issue or Change Request Route)

Here you want to identify if the request cannot be handled by the Knowledge Assistant, for example if the customer needs something to be updated.

Instructions for AI to handle support issues and change requests effectively.

Enable Human Escalation & Route failure hook

If the customer explicitly requests the help of a human agent we’ll need to enable the human escalation feature (see here for more) to ensure the call is routed, and in addition we’ll need to ensure the connect up the failed hook for the cases where the Assistant is unable to deduce the Route.

In this example we’re keeping it simple and routing everything except the question route straight to the human agents, but depending on your business requirements you have the flexibility to perform different actions based upon the customers request, for example if a customer has request help from an agent they could be given a higher priority within the queue

Step 2b. Knowledge Assistant configuration

Use the default prompt goal

Unless you have a specific requirement, we recommend using the default

Define the welcome message

We recommend :

“Actually let me try and help you with that, would you mind telling me your question

Step 2c. Set your Call Queue and Connect up the routes

Ensure the policy has your call queue or PBX Group of human agents, and then simply connect the of the Router to the Knowledge Assistant and your Call Queue respectively.

Step 2d. (Optional) Voicemail Assistant configuration

If you wish to go a step further use our Voicemail Assistant in place of the standard recording service see here.

Customer Identity Verification

Step 1. Configure the routing policy

Flowchart illustrating actions for managing properties and voicemail in Natterbox AI.

Step 1a. Get Info Assistant Configuration

Define the welcome message

We recommend :

Good morning, thank you for calling [Business name]. My name is [your chosen Assistant name] and I'm an AI, before I get you assistance I will need first verify your identify”

Outline what information you want to retrieve from the customer

In this example we want to identify the user’s name and date of birth, so we recommend using a prompt like this :

“Your goal is to ask the customer for their Name and their Date of Birth. You need this information so that you can verify their identity before you route the call. Ensure that that you obtain all the information from Customer. Make sure you verify with the customer that the information you obtained from the customer is correct. Do not assume any information and ask the user if you are unclear of the information that you received.Your sole task is to gather specific items of information from the user.”

Define the message once the information has been gathered

We recommend :

“Thanks for that, please wait whilst we connect you through to an agent”

Add the Variables

Click ‘Add Variable’ twice and define the Name and PostCode Variables so they can be used later in the policy.

Form fields for customer name and description with variable type selection options.

Form fields for entering a customer's postcode and variable type selection.

Step 1b. Query Object Configuration Configuration

Create a Query Object App and define the query against the Object which contains the customer’s Name and Date of Birth, in this example it’s the Salesforce Contact object.

Insert the defined variables into the query filter fields, this can be quickly done using the Macro selector and navigating to the User Defined Macros :

User defined macros for customer name and date of birth with action buttons.

Salesforce SOQL builder interface showing filters for contact records by name and birthdate.

For more information on the Query Object App see here.

Step 1c. CTI Whisper Configuration

Create two Manage Properties Apps and for the first one set it with the following :

CTI Whisper Text property shows customer verification status in a user interface.

Then for the second App set the following :

CTI Whisper Text property showing customer status as unverified in a user interface.

Connect the pass and failure hooks respectively, this way the verification message will only be set if results for the customer are found  :

Flowchart illustrating customer verification processes with actions and decision points.

(Optionally) - now we have this information from the customer available from the Routing Policy ( $(Custom_CustomerName) & $(Customer_DateBirth) ) we can intelligently use it wherever else, for example :

  • Store the information back into Salesforce - if we couldn’t find a record for it

  • Send the information in an Email

Step 1d. Set your Call Queue and Connect up the routes

Ensure the policy has your call queue or PBX Group of human agents, and then simply connect the of the Router to the Knowledge Assistant and your Call Queue respectively.

Best Practices

Keep the Assistant consistent

Set just one introduction with the first Assistant your customer encounters, to avoid the Assistants saying ‘hello’ every time the call is forwarded to another Assistant.

Keep Text to Speech consistent

As CAI Voices are only available for CAI, it’s recommended that any Speech components should use a Response Assistant (see here), and for any other standard text to speech (i.e. waiting times on a call queue) we recommend trying to choose a similar sounding voice to the CAI Assistant’s voice.