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
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.
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.
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
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.
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 :
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 :
Then for the second App set the following :
Connect the pass and failure hooks respectively, this way the verification message will only be set if results for the customer are found :
(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.