Customer questions
In the section Customer questions Enter typical questions about opening hours, services, prices, or processes, as well as the corresponding answers. The clearer the questions are phrased, the more reliably the AI agent will recognize the request and respond precisely. In this article, you will learn how to phrase questions and answers optimally for your AI phone assistant and how to derive the right topics from your support requests.
If the agent was created via a URL, the website has usually already been used to automatically create initial customer questions. Review the questions and answers, adjust them if necessary, and add more content according to your needs.
Calendar integration active? Do not store any customer questions about appointments, booking appointments, or calendar availability. The AI agent automatically recognizes such requests via the calendar integration and books appointments directly in Cal.com. Additional customer questions on this topic can cause the agent to misclassify the request and not initiate an appointment booking.
How to phrase customer questions correctly
Clearly separate different topics from one another
Different topics should be clearly distinct. Questions that are too similar across 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 from one another 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.
Store multiple phrasings for the same topic
You can enter multiple phrasings for the same request per customer question. This makes sense because customers often ask the same question in different ways. The AI agent thus learns to recognize different expressions for 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?
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 phrase specific questions such as "What tariffs are available for business customers?"
How to correctly formulate answers for the AI agent
Answers should contain all important information in 2-3 sentences, without unnecessary filler words or embellishments.
Not recommended:
Our opening hours are designed to be very customer-friendly. We are open from Monday to Friday and also available on Saturdays. Specifically, that means: Monday to Friday 9 a.m. to 6 p.m., Saturday 10 a.m. to 2 p.m.
Recommended:
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 requests, among other places. These show which topics your customers are actually concerned about.
Here is how to proceed:
Analyze past support tickets and email inquiries
Note the most common topics and recurring questions
Turn these 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.
Last updated