Welcome to the AI Employee’s Voice Features support guide. This document will help you understand how to set up, configure, and make the most of your AI Voice Agent to enhance customer interactions through natural, automated voice conversations.

Introduction to AI Employee’s Voice Features

The AI Voice Agent is a powerful tool designed to handle inbound calls, interact with customers naturally, and perform actions based on predefined goals. It leverages advanced speech recognition and natural language understanding to provide personalized and efficient customer service, 24/7.

Key Benefits:

• Natural Conversations: Handles natural speech and understands context.

• Easy Integration: Seamless integration with your CRM and other business tools.

• Customizable Responses: Tailor the agent’s personality and responses.

• Automated Tasks: Schedule meetings, collect customer information, and more.

• 24/7 Availability: Offers continuous support without downtime.

Note: Voice AI only works on accounts using LC Phone numbers. It does not work on accounts using Twilio directly.

Setting Up Your AI Voice Agent

Creating a New Agent

To create a new AI Voice Agent:

    1.    Navigate to the AI Agents Section: In your dashboard, go to Settings > AI Agents.

    2.    Click “Create Agent”: Start the setup process with default properties and configurations.

Configuring Agent Details

Agent Details (Tab 1)

• Agent Name: Enter a name for your agent (e.g., “Customer Support Bot”).
  
  

• Business Name: Confirm or update your business name.
  
  

• Voice: Choose from a list of available voices. You can preview each voice by clicking the play button.
  
  

• Agent Direction: Currently set to “Inbound” by default.
  
  

• Initial Greeting Message: Customize the first message your agent says (e.g., “Hello, you’ve reached [Business Name]. How can I assist you today?”).

Defining Agent Goals

Agent Goals (Tab 2)

You have two options to set up your agent’s goals:

    1.    Basic Setup:

    •    Information Collection: Select the information you want the agent to collect from callers, such as:

    •    Name

    •    Email

    •    Address

    •    Contact's issue

    •    Trigger Workflows: Choose workflows to be triggered after the call ends.

    2.    Advanced Setup:

    •    Custom Prompts: Write detailed instructions and personality traits for your agent.

    •    Set Up Actions: Define specific actions the agent can perform during the call, such as:

    •    Call Transfer: Transfer the call to a human agent under certain conditions.

    •    Trigger a Workflow: Automatically initiate workflows based on call interactions.

    •    End Call: Set conditions for the agent to conclude the call.

    •    Update Contact Fields: Specify how information collected should update contact records.

    •    Send SMS: Configure the agent to send SMS messages during or after the call.

3. Phone and Availability Settings

Assigning Phone Numbers

Phone and Availability (Tab 3)

    •    Phone Number: Assign an existing phone number to your agent or purchase a new one directly within the platform.

    •    Working Hours: Define the hours during which the agent is active. Calls received outside these hours can be directed to voicemail or a human agent, based on your settings.

Setting Working Hours

    •    Configure Working Hours: Set specific days and time intervals when the agent should handle calls.

4. Testing Your AI Agent

Before deploying your agent, it’s important to test its functionality.

Conducting Test Calls

    1.    Initiate a Test Call:        

    •    Select Caller ID: Choose the phone number the agent will use to call you.

    •    Enter Your Phone Number: Input the number where you want to receive the test call.

    2.    Receive the Call:

    •    Answer the incoming call to interact with your AI agent as a caller would.

Reviewing Test Call History

    •    Call Details: After the test call, you can view details such as:

    •    Duration

    •    Call Status (e.g., Completed, Missed)

    •    Transcript of the conversation

    •    Call recording playback

    •    Call summary

    •    Call History Dropdown: Access previous test calls to compare performance over time.

5. Managing Your Agents

Editing Agents

    •    Access Agent List: Navigate to the AI Agents section to see all your agents.

    •    Edit Agent: Click on an agent to modify its configurations, including:

    •    Agent Details

    •    Agent Goals

    •    Phone and Availability Settings

Deleting Agents

    •    Delete Agent: If you no longer need an agent, you can delete it from the agent list. Confirm the deletion when prompted.

6. AI Voice Agent Capabilities

    •    Natural Conversations: Engages in human-like dialogues, understanding context and intent.

    •    Speech Recognition: Accurately transcribes and interprets spoken words.

    •    Customizable Personality: Tailor the agent’s responses to match your brand’s voice.

    •    Automated Task Handling:

    •    Information Collection: Gathers customer details and updates contact records.

    •    Workflow Integration: Triggers workflows based on interactions.

    •    Call Transfers: Transfers calls to human agents when necessary.

    •    SMS Sending: Sends SMS messages during or after calls.

    •    24/7 Availability: Ensures customers can reach you at any time.

7. Handling Calls with the AI Agent

Inbound Calls

    •    Call Routing: Incoming calls to the assigned number are automatically handled by the AI agent during working hours.

    •    After-Hours Handling: Calls received outside working hours follow the settings you’ve configured (e.g., forwarded to voicemail or another number).

Call Actions

During calls, the agent can perform various actions:

    •    Update Contact Fields: Automatically saves collected information to the customer’s contact record.

    •    Trigger Workflows: Initiates predefined workflows based on call content.

    •    End Calls: Concludes the call politely when appropriate.

    •    Transfer Calls: Connects the caller to a human agent under certain conditions.

    •    Send SMS: Dispatches text messages with relevant information or follow-ups.

8. Post-Call Notifications

Email Summaries

After each call, you can receive an email summary containing:

    •    Call Summary: Overview of the call duration, date, and time.

    •    Contact Information: Details collected during the call.

    •    Call Transcript: A written record of the conversation.

    •    Actions Taken: Any workflows triggered or contact fields updated.

Customizing Recipients

    •    Default Recipients: By default, email summaries are sent to account admins.

    •    Additional Recipients: You can configure who else receives the summaries:

    •    All users

    •    Contact’s assigned user

    •    Specific users (select from a list)

    •    Custom email addresses (enter manually)

9. Frequently Asked Questions

Q1: Can I use my existing MarketingPlex phone numbers with the AI Voice Agent?

A: Yes, you can assign any available phone number in your account to the AI agent, provided it isn’t already configured for other specialized functions like IVR.

Q2: Can the AI Agent collect customer information and create contact records automatically?

A: Absolutely. The agent can collect details such as name, email, and address, and automatically update or create contact records in your CRM.

Q3: Is it possible for the AI Agent to schedule appointments during a call?

A: While the AI agent can collect information and trigger workflows, direct appointment scheduling requires integration with your calendar system through workflows.

Q4: Can I have multiple AI Voice Agents and phone numbers?

A: Yes, you can create multiple agents, each with its own assigned phone number and unique configurations, to handle different departments or services.

Q5: How do I update the AI Agent’s knowledge base?

A: In the Agent Goals section, you can provide updated information in the prompts or business details to train the agent on new products, services, or FAQs.

Q6: Can the AI Agent handle call routing and transfers?

A: Yes, the agent can be configured to transfer calls to human agents based on specific conditions you define.

Q7: Is re-billing available if I want to resell the AI Employee to my customers?

A: Re-billing options are available. Please contact our support team for more details on setting up re-billing for your agency.

Q8: Does AI Employee (Voice AI) work for Phone System only or does it work with my own Twilio account too?

A: Currently, AI Employee's Voice capabilities only work with LC Phone System. It does not work on accounts using direct integration with Twilio, only Lead Connector numbers.

Thank you for choosing our AI Employee’s Voice Features to enhance your customer communication. We’re here to support you every step of the way!