Tips & tricks for your agent

A sipgate AI agent is quick to set up and handles calls reliably. This article shows how to optimize greetings, call flows, and transfers in a targeted way and test the agent with realistic tests test.

Optimize conversation flow

Keep the greeting short

A good greeting is clear, direct, and phrased naturally. The agent should briefly introduce itself and explain what it can help with.

Example: “Hello, this is Lisa, the digital assistant from sipgate. How can I help you?”

Avoid:

• long greeting phrases
• several pieces of information at once
• unnecessary introductions

Make sure to phrase the greeting in spoken language. The text will be read aloud exactly as it stands here.

One question at a time

Several questions at once make it harder to start the conversation. Each question should address only one piece of information

Instead of: “What is your name and what is it about?” Better: “What is your name?”, “What is it about?”

Run tests

Test different conversation openings

Callers phrase their concerns differently.

Test:

• direct concerns
• short answers
• unclear wording
• uncertain conversation openings

Check:

• does the agent reliably recognize the concern?
• does the conversation remain understandable?
• does the agent ask sensible follow-up questions?

Test different formulations

The same concern can be described in different ways.

Test:

• Synonyms
• colloquial language
• alternative terms
• incomplete statements

The agent should respond as consistently as possible.

Simulate real conversation situations

Consciously include typical disruptions in tests.

For example:

• background noise
• interruptions
• speaking quickly

Check:

• does the agent remain understandable?
• does it respond in a comprehensible way?
• does the conversation flow remain stable?

Check conversations afterward

Analyze test conversations afterward in the transcripts.

Pay attention to:

• Are the answers understandable?
• Are the answers too long?
• Does the agent repeat itself unnecessarily?
• Is the conversation flow logical?

Long or unclear answers can often be improved by shorter customer questions and more precise content in customer questions or the knowledge base. Check whether information is duplicated, too general, or phrased inconsistently.

Test again after changes

After changes to knowledge, scenarios, or conversation flow, short test calls should be carried out.

Proven effective are 3–5 test calls after each major change.

Check transfers & limits

Test transfers

Test transfers deliberately multiple times and in different situations.

Check:

• is the transition announced clearly?
• does the transfer work reliably?
• does the handover work outside business hours as well?

Test the agent's limits

An agent does not solve every issue. But it is important how it handles unclear or unsupported situations.

Check:

• does the agent communicate its limits clearly?
• does it ask sensible follow-up questions?
• does it offer suitable alternatives or transfers?

Conduct external tests

Tests by colleagues or external people often provide more realistic feedback than your own runs.

Helpful questions:

• What was unclear?
• Where did the conversation get stuck?
• Which answers seemed unnatural?
• What worked well?