How to Customize Your AI Receptionist
Last Updated: December 18, 2024
Customizing your Local Business Pro’s AI receptionist is crucial so that it will be fully equipped and set up to represent your business. Configuring your AI Receptionist is crucial to ensure it operates in line with your preferences, much like having an office assistant or sales manager.
Customizing your AI receptionist is mainly done under the AI Logic section of your Local Business Pro Account.
Under the AI Logic, you will see 3 tabs: General Logic, Services, and Business Logic.
General Logic
Under the General Logic tab, you can set up and customize some settings of your AI receptionist including the AI voice to use, its initial message, the call flow it will follow, and many more. Let’s look at each of these features below:
Receptionist Information
AI Voice: Here, you can select the AI voice for your LBP receptionist. There are several voices available, and you can listen to each one to determine which works best for your business. Some voices are more suitable for English, while others excel in different languages. It’s recommended to test them to find the one that best fits your needs.
AI Receptionist’s Name: Customize the receptionist’s name by updating the default name in the “AI Receptionist’s Name” text box to one that suits your preferences and reflects the nature of your business.
Office Role: Choose the specific role you want your AI receptionist to assume. Options include roles like Accounting Clerk, Customer Service Representative, Human Resource Manager, Technician, and more, with each role offering unique capabilities and specialties.
Industry: Enter your business’s industry to help tailor the receptionist’s responses and behavior.
Receptionist Goal: The performance and behavior of your AI receptionist will depend on the goal you assign to it. There are various goals to choose from, so make sure to select the one that aligns best with your business needs. You can also conduct A/B testing to determine which goal delivers the most effective results for your AI receptionist.
Forwarding Logic
You can turn this ON if you would like to provide an option for callers to be transferred to a live call should they request to. Once turned on, you will need to enter the phone number where the call will be forwarded to upon the caller’s request. Keywords like ‘talk to a human’, ‘representative’, ‘operator’, and ‘customer support’ will trigger the AI receptionist to know that the caller wants to get transferred and when Forwarding Logic is turned on, it will allow the caller to be transferred to a live representative.
Receptionist’s First Message
This is where you can set the initial greeting that your AI receptionist will say upon answering the call. Here you have the options to set the initial greeting in Phone Calls as well as in Chat Messages.
Current Customer Conversation Flow, Sales Conversation Flow
These sections allow you to configure and outline the steps your AI receptionist will follow during conversations with callers, categorized as either Current Customers or New Customers.
Current Customer Conversation Flow
Define the flow for how your AI receptionist will engage with current customers. Consider the following:
- What steps should the AI follow when interacting with a current customer?
- Keep the flow at a high level to ensure clarity and adaptability.
- Customize the conversation further based on the specific services the customer requires or inquiries they might have.
Sales Conversation Flow
Outline the flow for interactions with new customers. Focus on:
- What steps should the AI take to guide new customers through the sales process?
- Maintain a high-level structure while ensuring flexibility for customization based on the services the new customer is interested in.
Advanced (Custom Prompts)
You can enable ‘Custom Prompts’ to handle more complex and specific conditions in your conversation flow. Activating this feature automatically disables and overrides all prompt sequences in the Current Customer Conversation Flow and the Sales Conversation Flow. With custom prompts, you can even redefine the receptionist’s name, office role, industry, and objectives. This is possible because the Advanced ‘Custom Prompts’ feature allows for detailed and highly specific configurations.
See the detailed article on: How to Enable and Optimize Custom Prompts
Outbound Prompts
By default, Outbound Prompts are disabled and hidden in the General Logic section. Once an outbound setup request is made and approved, the Outbound Prompts will be enabled and become visible. This section is similar to the Receptionist’s First Message and Advanced Custom Prompts but is specifically tailored for outbound calls.
For detailed information on how to set up outbound calls, see:
Preferences & Settings
Under the Preferences & Settings section, you can configure and control how your AI receptionist handles every conversation. If you want to change some general settings on your AI Receptionist, such as the typing noise, the soft ding or beep, NPS score collection, and voice stability, you can set them up in this section.
Turn on or off each setting by clicking the toggle button. Always make sure to save your changes before leaving the page.
Multi-language (NEW!!!)
Currently in beta, you now have the option to enable multi-language in your Local Business Pro account. This means your AI receptionist can communicate not only in English but also in other languages such as Spanish, Portuguese, and Italian. This feature allows your AI receptionist to serve a broader range of customers, extending its reach beyond English-speaking callers.
Typing Noise
Enable this feature if you want the caller to hear a typing sound whenever the AI Receptionist is ‘taking down notes’ based on the caller’s input. This assures the caller that the AI Receptionist has received their message and is preparing a response.
Indicator Dings
Enable a soft ding or beep when the AI receptionist processes the caller’s input. These audible indicators provide cues to callers, helping them understand when the AI receptionist is actively listening and processing their information, thus improving communication clarity.
NPS Score Collection
Enable this if you want the AI Receptionist to collect a Net Promoter Score (NPS) survey to determine if the caller was satisfied with their conversation with the AI Receptionist.
Speaker Boost
Enhances the resemblance to the original speaker’s voice. While the changes introduced by this setting are generally subtle, they can significantly improve the authenticity of the voice output. However, please note that enabling this feature may increase latency.
Voice Stability Settings
Adjusting the variability of your AI receptionist’s voice can produce more expressive and dynamic responses. However, increasing this variability may also introduce instability, affecting the consistency of the voice output.
Voice Similarity
The similarity slider controls how closely your AI receptionist mimics the original voice. Adjusting this setting determines the degree of adherence to the source voice. If set too high or too low, the AI receptionist may reproduce unwanted artifacts or background noise, affecting the overall quality and authenticity of the voice output.
Conduct multiple test calls to ensure that all adjustments made in this section optimize the performance of your AI receptionist for seamless and efficient interactions.
Services
The Services tab, located next to the General Logic tab, is where you can list all the services your business provides. This section lets you include an overview, detailed descriptions, pricing information, and any other essential details your AI receptionist needs to function effectively and meet its goal.
For more detailed information on how to set up your Services, see:
Business Logic
When customers ask for specific business details such as contact numbers, website, address, or operating hours, the AI Receptionist will draw from this section to deliver accurate and consistent responses. This ensures that inquiries about your business operations and contact information are addressed promptly and correctly, enhancing the customer experience.
For more detailed information on how to set up your Business Logic, see:
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