AI Receptionists (Admin Center Voice Features)

• AI Receptionists Usage and Advantages
  • Beta Phase Note
    
• Pricing
• Access and Existing AI Receptionists
• Adding AI Agents
  • Creating New Users and Phone Lines AI Agents
  • Adding an AI Agent
• AI Receptionists Settings
  • Agent Settings
    
  • Call Transfers
  • Department Emails

   AI agents can be unpredictable and can make mistakes. Telebroad will not be responsible in any way for the behaviour of AI agents or related consequences.

AI Receptionists Usage and Advantages

AI Receptionists are virtual agents that can automatically answer and handle multiple incoming phone calls, offering 24/7 service 365 days a year on nights, weekends, and holidays. They can almost eliminate missed calls by drastically improving calling responsiveness to clients, providing consistent high-quality assistance for repetitive queries, and reducing the frustration of busy signals or long waits on hold music.

AI receptionist agents can support larger businesses that need coverage for high call volume overflow or smaller businesses that just can't always answer the phone or want better after-hours call handling.

Human-Like Conversation and Escalation Options

AI Receptionists can understand speech and respond in a human-like voice, conversing with callers in a natural professional manner.  They can answer common questions about your business. When they cannot provide certain details, they can offer to transfer calls to a human user, a relevant department, or a fallback extension. They can also offer a follow-up response by sending email notifications to staff.

Beta Phase Note

The AI Receptionists feature is currently in early beta phase as Telebroad continues to improve and refine it. While it is fully functional, you should thoroughly test AI agents before deploying them to live customers and continue to monitor calls handled by AI agents initially.

Pricing

AI Receptionists are not included in your standard plan. Pricing is usage-based at 20 cents per minute per call. You only pay for the minutes your AI receptionist is actively on calls. You can set a max call duration limit to control costs.

There are no additional setup fees to configure a basic AI receptionist.

You can contact Telebroad sales for volume pricing or bundle plan options.

Access and Existing AI Receptionists

The AI Receptionists feature is accessed from the side navigation menu under Voice Features>AI Receptionists.

The page lists existing AI receptionists by Name, Description, Line (a dedicated phone line for the AI agent explained below), and Status (Enabled or Disabled) columns. Clicking   on the Starred column will add an AI receptionist to the home page Starred Features panel for fast access. 

Existing AI receptionists can be deleted by checking them and clicking clicking  , but be aware that this cannot be undone.

Creating AI Agents

Creating New Users and Phone Lines for AI Agents

AI Receptionist Agents require phone lines to operate. Technically, you can assign an AI agent to any existing user's line, but that will prevent the user from receiving calls even if the AI agent is disabled, as calls will be routed to the fallback destination. 

Therefore, it is better to create a new user and phone line for each new AI Agent. Once you finish configuring the agent, you can route calls to this line for the agent to process. Adding new users is explained here.

Adding an AI Agent

To create a new agent, click the + ADD AI Receptionists button and continue to define the settings and prompts discussed in the following sections. You can also add a new agent from the Voice Features Quick menu.

Clicking Next or Previous will move you between the three settings tabs. Click Create to finish configuring the agent. You will see a pricing and disclaimer screen. Click Confirm and Enable to activate the agent. 

AI Receptionists Settings

Select or create an AI agent to show its settings with three tabs – Agent Settings, Call Transfers, and Department Emails. 

Only the Agent Settings are mandatory. The agent can be activated without the other two tabs; however, they are important to allow the AI agent to deal with situations outside its scope of knowledge or simply to transfer calls to a human when the caller requests it.

Agent Settings

• Internal Name / Internal Description: Self-explanatory. The description is optional.
  
  
• Agent Voice: You can click to hear how the agent sounds, before selecting it.
  
  
• Phone Line: Select a phone line for the AI agent. As explained above, you should create a new phone line for the AI agent.
  
  
• Max Call Duration: Since AI agents' calls are billed per minute, you can limit the duration of calls in 5-minute increments to avoid runaway calls. When the limit is reached (timed out), the call is routed to the fallback destination extension. You can select No limit if you don't want calls to time out.
  
  
• Fallback Destination: This is an importation option for ensuring callers are not stranded. It will route calls to the extension selected here if the AI agent is disabled, the AI system is temporarily unavailable, or for any other technical reason. It will also route the call if it has reached the maximum call duration and timed out.
  
  You can assign the extension to any Admin Center destination or feature. Extensions are covered in this article.
  
  
• Company Name (mandatory): You can reference the company name in any other prompts and instructions for the AI agent (for example, in the opening greeting) using double curly-brackets – {{CompanyName}}.
  
  You don't need to type the full variable. Just type { and the system will display an option for you to select.
  
  
• Opening Greeting (mandatory): This is how the agent introduces itself and greets the caller at the beginning of their conversation.
  
  Company Info: Here you can inform the agent about the company and any specific details about it that it can use for conversing with callers.
  
  You can also include important rules and behavior restrictions for the agent, including how it should handle call transfers or email reqeusts

Call Transfers

Describe and set up extensions for the AI agent to transfer calls to when a caller requests human assistance or when there is a call situation the AI cannot or shouldn't handle.

Extension can be assigned to a user's line or to any Admin Center destination or feature (a queue, hunt group, department IVR, etc.). Extensions are covered in this article. 

You can also set up parameters for when the AI should abort and hang up a call.

• Extension: Select the extension the AI agent should transfer calls to.
  
  You can add additional transfer extensions as needed, with the Add extension button or remove them with .
  
  All the listed extensions are available to the AI agent to transfer calls to when the caller asks to escalate to a human or when it cannot handle some aspect of the call. The AI would select the most relevant extension based on its description...
  
  
• Description: Unlike most feature description fields in the Admin Center, which are optional, the AI transfer extension description field is mandatory and you need to tell the AI agent the purpose of each extension and how to use it to transfer calls.

Department Emails

Describe and set up email addresses for use when the caller asks the AI for a later-time human follow-up (that is not an immediate transfer of the call), to open a support ticket, or just any other reason for emailing a summary of the call. 

• Email: Enter the address the AI Agent should email.
  
  You can add additional addresses with the Add email button or remove them with .
  
  All the listed addresses are available to the AI agent when the caller asks to email a human or open a support ticket. The AI would select the most relevant email based on its description...
  
  
• Description: Unlike most feature description fields in the Admin Center, which are optional, the AI email address description field is mandatory, and you need to tell the AI agent the purpose of each address and how to use it to send emails.