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Fixing the callbot

Discover how to resolve understanding or response errors of your phone assistant to make it more precise.

How it works

The callbot converts voice to text and vice versa. Sometimes it may misunderstand a specific name or respond too verbosely. For example, if a customer says "I would like to book for 3:30 PM" and the bot understands "4:30 PM", you can intervene to improve accuracy.

What you need to do

  1. For proper names: if the bot does not understand a product or person's name, add it to the knowledge information by following the guide on adding what is missing.
  2. For numbers: verify that the bot is set to confirm data by repeating it to the customer.
  3. For long responses: if the bot talks too much on the phone, set a more concise tone rule as explained in correcting the tone.
  4. For technical errors: if you notice a malfunction, report the event to glacom.AI indicating the day, exact time, and the caller's phone number.

What glacom® does

The glacom® team analyzes recordings and call logs to understand where the system failed and refines the configuration to prevent the error from repeating.

Limits

The callbot depends on the quality of the phone line and the clarity of the customer's voice. Excessive background noise or very strong accents can cause transcription errors that cannot be solved by training alone.

Frequent problems

  • The bot doesn't understand a specific name? → Add the correctly written name in the knowledge section.
  • The bot gives responses that are too long? → Modify the tone instructions to make them shorter and more direct.
  • How do I report an understanding error? → Send the call details via reporting to glacom.

From the app

Not available from the app: knowledge and tone management are handled via the web control panel.

The report that allows intervention

To work on a call, a few precise elements are needed:

  1. Day and time of the call, and the caller's number if you know it.
  2. What you expected and what happened instead, in one sentence.
  3. For inconsistencies: two examples for comparison (the call that went well and the one that didn't).

With these three elements, the call is located and analyzed step by step.