Self Service AI Receptionist User Guide

Congratulations! You now have your own AI Receptionist to handle your company’s incoming calls. This document outlines the functionality and configuration options available to you. 

This is a rapidly developing product, so expect continuous rollouts of new functionality and improvements that makes your AI Receptionist better and more customizable to your needs. 

Don’t hesitate to contact us in case you have any questions or need help. You can always contact our customer support team. Any questions or feedback is welcome.

General Configuration

You now have a new menu item in your Admin portal under AI agents where you can find your AI Receptionist. On this page you can create a new AI Receptionist and manage the AI Receptionists General information and Role-specific settings.

New AI Receptionist 

To set up a new AI Receptionist, you must fill in the necessary details such as Name, Country, Number, Invoice place, and Role, when done click Create.

Role-Specific settings

Welcome message

You can configure the welcome message which will be used by the AI Receptionist to initiate the conversations with the callers.

Fallback number

Optionally you can configure a fallback number. This number can be used by the AI Receptionist when for example the AI receptionist is unable to handle the call as expected.

FAQ & Knowledge

For the AI Receptionist to be able to answer questions about your company you can also provide it with a knowledge base. This is done through a free text field in the AI Receptionist configuration. This text field can contain up to 25 000 characters, or roughly 15 pages of text.

You can add any type of information you think is useful here, in any language you want, even mixing languages is ok. For starters, we suggest you copy paste relevant information from your website into this field.

FAQ Insights (beta)

We will also continuously send emails to the contact person you have communicated to us for the AI Receptionist. This email contains a list of questions the AI Receptionist couldn’t answer based on your actual call history, so you can update the FAQ with the relevant information.

Add AI Receptionist to PBX services

Now It's time to add the AI agent to an IVR and a Queueing system so the AI agent can start answering calls from your customers. 

IVR

Navigate to the PBX services tab > select the IVR > click on one of the touch-tone options and select the "Colleague" event and choose the AI agent in the list. 

Queuing systems

Navigate to the PBX service tab > under Queuing systems select the desired queue > go to the Members settings and add the AI agents to the list.

Skills

For simplicity we divide the AI Receptionist functionality into different skills, that you will be able to toggle on and off eventually. More skills will also be added over time.

Operator

The operator skill allows your agent to route calls and take messages to colleagues and phone queues within your organization. The information you have stored in the Telavox platform is used by the agent to perform the correct routing decisions. In practice this means you can adapt the AI Receptionist behaviour by changing the following data:

1. Colleaguescontactcard. In the Adminportal > User and Contactdetails, adding a keyword to a colleague saying “Don’t transfer calls to me”. will be interpreted by the AIReceptionist to not forward calls to the colleague.
   This setting can also be managed in the Web and Desktop app under Contacts > Contact information.
   
   
2. Queue email & keywords. In the Adminportal under PBXservices > Tableview and by selecting a queue you can set an email and keywords for your queues, which will be read by the agent when taking routing decisions and sending messages to a queue email. 
   
   For example you can tell the AI Receptionist what type of calls it should route to the queue or what information should be provided when taking a message for the queue.
   This setting can also be managed in the Web and Desktop app under PBX services > Queuing Systems > Settings.

Conversation Analytics (beta)

About a week after your AI Receptionist has been delivered you will be able to access the conversation analytics feature in the Telavox App.

This can be used to view call history and aggregate statistics about the call handling of the agent, as well as troubleshooting calls by viewing the transcripts of individual calls.

You will be able to find it in the Telavox App by navigating to PBX services > AI Agents and when open the AI Agent click on the button with a bar chart.