Your First Scenario

This guide breaks down the components of the Scenario Builder, a tool within echowin that allows users to customize their AI agent's response to specific situations,  and provides a step-by-step guide on how to design a scenario.

What is the Scenario Builder? 

In the ever-evolving world of technology, it is crucial to adapt and tailor responses to suit varying situations. It wouldn't make sense to have your AI agent regurgitate a body of text from its knowledge base and have a monotonous, one-dimensional conversation with your caller. This is where Scenarios come into play at echowin. Introduced as part of our latest platform, Scenario Builder is a revolutionary tool that allows you to tailor your agent's response to specific situations and perform multiple business functions at the same time.  

This feature is a game-changer, providing a block-based, no-code environment where you can design your agent's reactions to user-defined situations. From transferring calls to sending texts or emails, each block performs a specific task, which you can connect to create a unique response. In this article, we will delve deeper into this innovative feature, breaking down its components and explaining how you can utilize it to optimize your agent's responses. Let's demystify the world of Scenarios! 

When should you use Scenarios? 

Have you ever felt frustrated with a one-dimensional AI agent that can only answer questions but not perform specific business functions that you wish it did? Our team at echowin certainly did, and thus we produced the concept of Scenarios. A Scenario is a specific agent response tailored to handle specific situations triggered by a caller. For instance, you could define a scenario as “When a caller asks to be transferred” and design the scenario such that the AI agent transfers the call to a human representative whenever the caller asks for it. 

A scenario to transfer a caller to a human representative

The 'Scenarios' feature is not just about responding to situations; it is also about anticipating them. By analyzing patterns in customer interactions, you can predict common scenarios and design responses in advance. This proactive approach can significantly enhance your agent's efficiency and improve customer satisfaction. These scenarios could be “When a caller asks for a quote,” or “When a caller asks about an unreleased product,” or “When a caller wants to talk to the manager,” and so on. The possibilities are endless. 

How can I design a scenario? 

Follow along with 6 simple steps and you can get up and going with your own scenario for your agent in a matter of minutes. 

1. Adding a scenario 

First things first, go to your Agent’s configuration page and click on Scenarios. There you can find an Add button to add a new scenario. 

Adding a new scenario

2. Naming your scenario 

When you create your new scenario, its name defines when it gets triggered during a customer call. Make sure to name it with the exact scenario you want to anticipate. For this example, let us create a scenario that transfers a caller to a human representative whenever they ask for it. 

On a side note, if you want your scenario to be active in specific hours (when your business is closed, for example), you can do that too by selecting the Run in specific hours option. 

Naming your new scenario

 

3. The Scenario Builder 

Click the Submit button and voila, you have created your first Scenario, and you are transported to the Scenario Builder. In the adjoining image, you can see a labelled representation of all the components within the Scenario Builder. 

The Scenario Builder: Labelled

4. Adding a task 

Tasks are connectable nodes that perform specific functions. You can add a task node by clicking on the Add button at the top right of the Scenario Builder. As of writing, you have 6 different tasks at your disposal. These include Ask Question, Transfer, Send Text, Send Email, Speak, and Evaluate.  

For this example, we will select the Transfer task that will transfer the user to a human representative. 

Selecting the Transfer task

 

5. Configuring tasks 

You can then configure tasks to perform their functions as per your liking. In this example, we have configured the Transfer task to transfer to the business owner’s number and configured the agent message while transferring the user. Make sure to save your task configuration after editing it! 

Configuring the Transfer task

In case the transfer fails, we can connect a Speak task to the Failed outlet of the task to convey to the user that the call transfer has failed.

Adding a failsafe response

Furthermore, the Send SMS task sends an SMS to the business owner(you) to notify that a user tried to reach a human representative. 

Sending an SMS using the Scenario Builder

 

6. Turning on your scenario 

Congratulations! You have created a scenario. Make sure to turn on the scenario, as new scenarios are off by default. 

Turning your scenario on

Scenarios in action 

In the image below, you can see a conversation where the scenario we just created comes into action.  

A scenario in action

That’s it! In a matter of minutes, you can customize your caller’s conversation flow depending upon their requests using the Scenario Builder. 

With Scenarios, you have the power to design, predict, and optimize your agent's responses, ensuring they are always prepared for any situation. As we have demystified the 'Scenario Builder', this feature is not just a tool, but a steppingstone towards a more responsive, efficient, and customer-centric approach to business. 

 

 

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