What are Smart Answers? - Your personal call notes

Smart Answers in the sipgate app: create and use personal call notes during a call.

What are Smart Answers?

With Smart Answers, users can record and categorize information about recurring questions in customer conversations in the sipgate app during a call. Users can set individual priorities, which are taken into account during the conversation and summarized based on the statements recorded. This ensures that exactly the relevant information the user needs is stored.

How can I use Smart Answers?

As a user, you can use Smart Answers to focus on the important questions in the conversation and thus capture the conversation content relevant to you. As soon as information relating to one of the predefined requirements is mentioned during the conversation, it appears with the corresponding question in a separate summary in the sipgate app. Individual Smart Answers can be grouped into sets. If needed, these can be assigned to incoming or outgoing calls. This allows users to use different sets for different scenarios.

What are the prerequisites for using Smart Answers?

Smart Answers are only available in the sipgate app. For users who only use the sipgate app included by default, a question set with a maximum of 10 questions is available. Smart Answers are based on the transcripts created, so a maximum of 10 Smart Answers can be created per month.

Users who use the sipgate app Business can create a question set with a maximum of 10 questions. However, they receive for all calls the generated Smart Answers within a billing period. With the sipgate app Premium, unlimited questions can be created in multiple question sets. This allows you to equip different channels with individual question sets and configure them for both inbound and outbound calls. Furthermore, the number of Smart Answers created for users with the sipgate app Premium per month is unlimited.

How do I set up Smart Answers?

First, the Smart Answers for each user must be configured on the AI features page in the sipgate app under Settings → AI Features → Smart Answers. There you can set the desired questions. Please note that the desired requirements should be phrased so that they go directly to the assistant, for example: “Capture all details about the customer’s budget.” In addition, you can give each question a heading. Then decide whether the questions should be used only for incoming or outgoing calls, or for all calls.

The captured notes then appear in Call Details according to the configured instructions. The Smart Answers can then be automatically transferred into the notes after a conversation.