Customizing AI Behavior: Greetings, Transfers, and Preferences

Customizing AI Features

Overview

Learn how to configure and maximize the AI functionalities in HostedSuite, including setting custom greetings, transfer preferences, tuning AI responses, and leveraging contact alerts and statuses.

Customizing AI Greetings

Tailor AI-generated greetings to suit business needs, such as special event announcements or temporary service updates.

Default vs. Custom Greetings

• Default: Uses the standard greeting found in the General tab if "Override Company Greeting" is left blank.

• Override: Enables customized greetings for specific scenarios like holidays or temporary service disruptions. Examples:

  • Default Greeting:

    • "Hello, and thank you for calling Evo Tech. Our office hours are Monday through Friday from 9 AM to 5 PM. For inquiries, please stay on the line."

  • Custom Greeting:

    • "Thank you for calling Evo Tech. Our office will be closed for Thanksgiving from November 28th to 29th. For urgent matters, email [email protected]. Thank you!"

How to Set a Custom Greeting

1. Navigate to the AI tab.

2. Locate the Override Company Greeting field.

3. Enter the desired custom greeting.

4. Click Save.

5. To revert, clear the "Override Company Greeting" field.

Configuring AI Transfer Settings

Define how the AI handles call transfers, ensuring efficiency and alignment with business needs.

Transfer Type Options

• None: Calls require manual staff intervention for transfer.

• Blind Transfer: Directly connects the caller to the recipient without notice.

• Supervised Transfer: AI verifies the recipient’s availability before transferring.

• Messages Only: AI takes a message if the recipient is unavailable.

• Human Value Transfer: Matches the transfer behavior of human operators.

Steps to Set Transfer Preferences

1. Open the AI tab for the selected client.

2. Locate the Transfer Settings section.

3. Select the preferred transfer type.

4. Click Save.

Tuning AI for Accuracy or Speed

Optimize AI responses for either precision or speed, depending on the use case.

Accuracy Mode

• Utilizes advanced text-to-speech and speech-to-text capabilities for detailed and precise responses.

• Recommended for scenarios requiring accurate information retrieval (e.g., knowledge base queries).

Speed Mode

• Focuses on faster response times by embedding key details directly into system prompts.

• Best for scenarios prioritizing conversational flow and quick replies.

How to Toggle Between Modes

1. Go to the Tuning Options section in the AI tab.

2. Select either Accuracy Mode or Speed Mode.

3. Save the changes.

Include Contact and Contact Status

Enable smarter call management by configuring alerts and statuses for contacts, improving AI's decision-making.

Include Contact Alert

• Stores short-term notifications (e.g., "Out sick today," "On vacation until [date]").

• Prevents unnecessary transfers by informing the AI of immediate unavailability.

Include Contact Status

• Sets long-term or recurring preferences (e.g., "Only available after 2 PM," "Send calls to mobile first").

• Guides AI on routing decisions based on defined rules.

How to Enable Alerts and Status for AI

1. Navigate to the AI tab.

2. Open the General dropdown settings.

3. Check the boxes for Include Contact Alert and Include Contact Status.

4. Click Save.

AI Integration

• The AI reviews "Alert" and "Status" fields before making transfer decisions. For example:

  • "Sorry, I can't transfer your call. [Contact Name] is unavailable due to [reason]."

• Fields are adaptable to unique business needs.

Benefits

• Improved Efficiency: Minimizes unnecessary call handling.

• Enhanced Caller Experience: Provides clear and accurate responses.

• Customizable: Aligns with specific operational requirements.