Awareness

To effectively utilize your AI agent, it's important to understand what information it is inherently aware of. This knowledge allows you to craft more precise instructions and create natural, informative interactions with your customers. The AI agent has access to certain pieces of information by default, which you can leverage in your instructions and conversations.

General Information the AI Agent Knows

1. Current Language

   • The language currently being used in the conversation.
   • Usage Example: The agent can confirm or switch languages as needed.
     • "You are currently speaking with us in English. Would you prefer to continue in a different language?"

2. Name of the Business / Team

   • The name of your business or team as configured in the agent's settings.
   • Usage Example: Include the business name in greetings or when providing information.
     • "Thank you for calling [Business Name]. How can I assist you today?"

3. Current Date

   • The date at the time of the interaction.
   • Usage Example: Provide the date when scheduling appointments or answering queries.
     • "Today's date is [Current Date]."

4. Current Time

   • The time at the moment of the interaction.
   • Usage Example: Inform the caller of the current time or check business hours.
     • "It's currently [Current Time]. Our business hours are from 9 AM to 5 PM."

Phone-Specific Information

When interacting via phone, the AI agent has access to additional details:

1. Caller ID Name (First and Last Name)

   • The first and last name associated with the caller's phone number, if available.
   • Note: Caller ID information might not always be accurate.
   • Usage Example: Personalize the greeting.
     • "Hello, thank you for calling [Business Name]. Am I speaking with [Caller ID Name]?"

2. Caller's Phone Number

   • The phone number from which the caller is dialing.
   • Usage Example: Reference the number for verification or use it in API calls.
     • "I see you're calling from [Caller's Phone Number]. Is this the best number to reach you?"

Incorporating This Information into Instructions

By utilizing the agent's inherent knowledge, you can enhance interactions and provide better service.

Handling Queries About Business Hours

• Example Scenario: A caller asks, "Are you open right now?"

  • Instruction: "If someone asks if we're open, check the current time against our business hours (9 AM to 5 PM) and respond accordingly."
  • Agent's Response:
    • If within business hours: "Yes, we're currently open and available to assist you."
    • If outside business hours: "Our business hours are from 9 AM to 5 PM. Please leave a message, and we'll get back to you as soon as possible."

Personalizing Greetings with Caller ID

• Example Scenario: Using the caller's name in the greeting.

  • Instruction: "Greet the caller by name if the Caller ID Name is available."

  • Agent's Response:

    • "Hello [Caller ID Name], thank you for calling [Business Name]. How can I assist you today?"

  • Fallback: If the Caller ID Name is not available, use a standard greeting.

    • "Hello, thank you for calling [Business Name]. How can I assist you today?"

Using the Caller's Phone Number in API Calls

• Example Scenario: Identifying the caller in an external system via the Call Webhook tool.

  • Instruction: "When needing to access the caller's account, use their phone number as the variable $caller_phone in the API call."
  • Configuration:
    • In your webhook setup, include $caller_phone where required.
  • Agent's Usage:
    • "Let me look up your account using your phone number."

Answering Date and Time Queries

• Example Scenario: A caller asks, "What's the date today?" or "What time is it there?"

  • Instruction: "Provide the current date or time when requested."
  • Agent's Response:
    • "Today's date is [Current Date]."
    • "It's currently [Current Time] here."

Best Practices

1. Accuracy with Caller ID

   • Be cautious, as Caller ID may not always be accurate or available.

2. Privacy Compliance

   • Ensure that using personal information like the caller's phone number adheres to privacy laws and regulations.
   • Do not share or misuse personal data.

3. Fallback Mechanisms

   • Have alternative responses if certain information is unavailable.
     • If Caller ID is missing: "May I have your name, please?"

4. Time Zone Awareness

   • If your callers are in different time zones, specify the time zone when providing time-related information.
     • "It's currently [Current Time] Pacific Time."

5. Consistent Use of Business Name

   • Use the exact business name as configured to maintain professionalism and brand consistency.

Examples of Enhanced Interactions

Example 1: Appointment Scheduling

• Instruction: "When scheduling an appointment, use the current date and time to offer available slots."

• Agent's Dialogue:

  • "I see that today is [Current Date]. We have openings this week. What day works best for you?"

Example 2: Language Confirmation

• Instruction: "If the caller asks to confirm the language, provide the current language."

• Agent's Response:

  • "You're currently speaking with us in [Current Language]. Would you like to switch to a different language?"

Example 3: Using Business Name in Closings

• Instruction: "End the call by thanking the customer and mentioning our business name."

• Agent's Closing:

  • "Thank you for contacting [Business Name]. Have a wonderful day!"

Using Information in API Calls

Incorporate known variables into your API integrations to personalize and streamline processes.

Example: Sending Caller Information to an External System

• Instruction: "Collect the caller's phone number and send it as $caller_phone in the webhook to retrieve their order history."

• Webhook Configuration:

  • URL: "https://api.yourbusiness.com/getOrderHistory"
  • Method: "POST"
  • Headers:
     

    { "Content-Type": "application/json", "Authorization": "Bearer your_api_token" }
  • Body:
    { "phone_number": "$caller_phone" }

• Agent's Response:

  • "Based on your phone number, I see you have recent orders with us. Would you like details about your most recent order?"

Summary

Understanding the information your AI agent has access to allows you to create richer, more personalized interactions. By leveraging:

• Current Language
• Business Name
• Current Date and Time
• Caller ID Name
• Caller's Phone Number

you can enhance customer service and streamline processes.

Key Takeaways:

• Personalization: Use available information to make interactions feel more personal and tailored.
• Efficiency: Incorporate known data into workflows to save time and improve accuracy.
• Professionalism: Maintain a consistent and professional tone by using the business name and appropriate greetings.
• Compliance: Always handle personal data responsibly, respecting privacy laws and regulations.

By thoughtfully integrating these elements into your agent's instructions, you ensure a better experience for both your customers and your team.

Remember: The effectiveness of your AI agent greatly depends on how well you utilize the information it has. Craft your instructions carefully, and always consider the customer's perspective to provide the best possible service.