Tips & tricks for your agent

A sipgate AI Agent is quick to set up and reliably handles calls. This article shows how to optimize specifically and test the agent with realistic tests test it.

Optimizing conversation flow

Keep the greeting brief

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

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

Avoid:

• long-winded greetings

• 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 appears here.

One question at a time

Several questions at once make it harder to get the conversation started. Each question should concern 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?”

Running tests

Test different conversation openings

Callers phrase their concerns differently.

Test:

• direct concerns

• short answers

• unclear wording

• uncertain conversation openings

Check:

• does the agent recognize the concern reliably?

• does the conversation remain understandable?

• does the agent ask useful follow-up questions?

Test different wording

The same concern can be described in different ways.

Test:

• Synonyms

• Colloquial language

• alternative terms

• incomplete statements

The agent should react consistently here wherever possible.

Simulate real conversation situations

Deliberately include typical disruptions in tests.

For example:

• background noise

• interruptions

• speaking quickly

Check:

• does the agent remain understandable?

• does it respond plausibly?

• does the conversation flow remain stable?

Review conversations afterward

Then analyze test conversations in the transcripts.

Pay attention to:

• Are the responses understandable?

• Are the responses 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 or more precise answers.

Test again after changes

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

What has proven effective 3–5 test calls after each major change.

Check transfers & limits

Test transfers

Deliberately test transfers multiple times and in different situations.

Check:

• Is the transition announced clearly?

• does the transfer work reliably?

• does the handoff also work outside business hours?

Test the agent's limits

An agent does not solve every issue. What matters, however, is 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?

Carry out 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?