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 phrased, the more reliably the AI agent recognizes the request and can respond precisely. In this article, you will learn how to formulate questions and answers for your AI telephone assistant optimally and derive the right topics from your support requests.
If the agent was created via a URL, initial customer questions were usually created automatically based on the website. Review the questions and answers, adjust them if necessary, and add further content according to your requirements.
How to phrase customer questions correctly
Clearly separate different topics from one another
Different topics should be clearly distinct. Questions on different topics that are too similar can confuse the AI agent and worsen 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 between 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 hours). The AI agent can clearly recognize which information is being asked for and provide the appropriate answer.
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?
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's better to ask specific questions like "What plans are available for business customers?"
How to phrase answers correctly 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 Monday to Friday and are also available for you on Saturdays. Specifically, this 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 sources. These show which topics are actually important to your customers.
Here's 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 telephone assistant and ask the questions in different phrasings. Adjust the questions if recognition is uncertain or incorrect answers are given.
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