24.7. Get Skills

The Get Skills Assistant is our dynamic skill gathering service.

Now you no longer need to rely on upfront logic of defining what skills are required to service a call, instead have your customer’s describe your issue and have the Assistant work out which of your agents are best fit for the job.

Configuring a Get Info Assistant

After creating a Natterbox AI component from the Routing Policies, simply select the Get Info App.

1. Define your Skills

   1. Before using a Get Skills Assistant, first you need to configure your skills and get them assigned to your agents - this can be done from the Account Settings page

2. Set the initial message to the customer

   1. Treat the Get Skills Assistant like a receptionist

      1. Give them a name

      2. Provide the welcome

      3. Clearly state you need the customer to describe their reason for calling

         1. Example “Good morning, thank you for calling Natterbox. My name is Alice and I'm an AI, before I get you assistance can you please describe the reason why you're calling today”

3. Set the message to the customer when the skills have been identified

   1. Set a friendly message for when the customer is off handed

4. (Optional) Set the domain specific knowledge to help with routing

   1. The AI is great at determining which of your skills are required across a range of cases, but if you have common technical terms or Product names which aren’t widely known, then you can add them here to help give context

      1. Example “Freedom, PCI Payments, Prompt Studio, AI Assist are all considered Products of Natterbox”

5. Enable and configure Human Escalation - see here for more on this

6. Hook the Get Skills to the respective destination you want to forward calls to - ideally this should be a Call Queue which has been enabled with Skills based routing - see here for more on this

7. Hook the failed to a destination which commonly receives the most traffic or the team best to handle general customer requests

   1. The AI will attempt a few times to determine what the customer need is, but after a few failed attempts it will forward the call down the failed hook, so be sure that this routes to your agents!