# Customer questions

In the area **Customer questions** store typical inquiries about opening hours, services, prices, or processes, as well as the corresponding answers. The clearer the questions are formulated, the more reliably the AI Agent recognizes the request and can respond precisely. In this article, you will learn how to optimally formulate questions and answers for your AI phone assistant and derive the right topics from your support inquiries.

{% hint style="info" %}
If the agent was created via a URL, initial customer questions were usually already generated automatically based on the website. Review the questions and answers, adjust them if necessary, and add further content according to your requirements.
{% endhint %}

<figure><img src="/files/c9209bf73c681eee2f4c77fd43f71ed220733611" alt=""><figcaption></figcaption></figure>

### How to formulate customer questions correctly

{% stepper %}
{% step %}
**Clearly separate different topics**

Different topics should be clearly distinct. Questions that are too similar about different topics can confuse the AI Agent and reduce recognition quality.

**Not recommended:**

* How do I reach the hotline?
* How do I reach customer service?

These questions are phrased almost identically and refer to the same information. The AI Agent can hardly distinguish them and does not know which answer is meant in which context.

**Recommended:**

* How do I reach the hotline?
* At what times is the hotline staffed?

These questions address different aspects of the topic (contact options vs. availability times). The AI Agent can clearly recognize which information is being asked for and provide the appropriate answer.
{% endstep %}

{% step %}
**Store multiple phrasings for the same topic**

For one topic, you can store 2-3 different phrasings, because customers ask the same question in different ways. This allows the AI Agent to learn to recognize different expressions of the same request and assign them correctly.

**Example - All three questions lead to the same answer:**

* How long does delivery take?
* When will my order arrive?
* What is the delivery time?
  {% endstep %}

{% step %}
**Formulate specific rather than general questions**

The more specific the question, the better the AI Agent can assign it. Instead of general questions like "What do you offer?", it is better to formulate concrete questions such as "What rates are available for business customers?"
{% endstep %}
{% endstepper %}

### How to formulate answers correctly for the AI Agent <a href="#antworten-fur-ai-agent-richtig-formulieren" id="antworten-fur-ai-agent-richtig-formulieren"></a>

Answers should contain all important information in 2-3 sentences, without unnecessary filler words or embellishments.

**Less suitable:**

* Our opening hours are designed to be very customer-friendly. We are open from Monday to Friday, and we are also there for you on Saturdays. Specifically, that means: Monday to Friday 9 a.m. to 6 p.m., Saturday 10 a.m. to 2 p.m.

**Better:**

* We are available Monday to Friday from 9 a.m. to 6 p.m., and on Saturdays from 10 a.m. to 2 p.m. We are closed on Sundays.

### Derive customer questions from support tickets

You can find the best customer questions for your AI Agent in your existing support inquiries, among other sources. These show which topics your customers are actually concerned with.

**Here is how to proceed:**

* Analyze past support tickets and email inquiries
* Note the most common topics and recurring questions
* Turn them into clear question-and-answer pairs for the AI Agent
* Prioritize questions that are asked particularly often

### **Test after setup**

After you have stored the customer questions, you should thoroughly test your AI Agent. Call the phone assistant and ask the questions in different phrasings. Adjust the questions if recognition is uncertain or incorrect answers are given.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.sipgate.com/documentation/en/behavior/kundenfragen.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.