References are question answer pairs in free form text about your business, operation, product, services, policies, and anything else you want your agent to refer to while answering your customer calls. If there are certain things that you don’t want your agent to answer, simply don’t add those and your agent will respond that it does not have the information.
Clear and unambiguous questions and answers will train your agent better. If you have an extensive list of questions and answers (more than 100), let us know and we will upload those all at once for you. We are also working on features and tools to let you upload your documents directly as well as populate your reference using your website. To add a reference, simply click “Add Reference” button and populate with question-and-answer set. Hit “Save” on the bottom to save.
Example References
Q: What are your business hours?
A: We are open from 8 am to 5 pm Monday through Saturday. We are closed on weekends.
Q: How much does it cost for an hour of your legal consultation?
A: The cost of consultation depends on the type of legal consultation and who is providing it. It ranges anywhere from $ 150 –250 per hour.
Q: What is your return policy on items purchased online?
A: Items purchased online can be returned to get a full refund for up-to 30 days. Returned items should be unused and in good condition for us to issue refunds.
Remember that your do not have to repeat the same question to cover ways your caller may ask the question. You agent is intelligent! When needed, it will combine multiple references to answer your caller.
