Customer questions
In the area customer questions Enter typical questions about opening hours, services, prices, or processes, as well as the appropriate answers to them. The clearer the questions are formulated, the more reliably the AI Agent recognizes the issue and can answer precisely. In this article, you will learn how to formulate questions and answers for your AI phone assistant optimally and derive the right topics from your support inquiries.
If the agent was created via a URL, initial customer questions were usually already generated automatically based on the website. Review the questions and answers, adjust them if necessary, and add further content according to your requirements.
How to formulate customer questions correctly
Clearly separate different topics from one another
Different topics should be clearly distinguishable. Questions about different topics that are too similar 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 formulated almost identically and refer to the same information. The AI Agent can hardly distinguish 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 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
For a topic, you can store 2-3 different phrasings, because customers ask the same question in different ways. The AI Agent thus learns to recognize different ways of expressing the same concern 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?", formulate concrete questions like "What tariffs are available for business customers?"
How to formulate answers for the AI Agent correctly
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 there for you 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 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, among other places, in your existing support requests. These show which topics are actually on your customers' minds.
Here's how to proceed:
Analyze past support tickets and email inquiries
Note the most common topics and recurring questions
Turn them 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