Why might this happen?
Your agent may run into an instance where it is unable to understand a question and cannot provide an answer. This can happen for a few reasons:
- The agent does not recognize the trigger phrase associated with the request. This will happen if the spoken phrase is not associated with any of the request types in your call actions. If you are noticing that the agent is often missing a prompt it is supposed to recognize, double-check your prompts or see how you can add a new request type so that the agent can recognize this type of question.
- There might be background noise interfering with what the caller is saying.
How will these cases be handled?
In the event that it is unable to answer or does not understand the question asked by a customer, you can program your agent to respond accordingly. In this case, the agent will re-prompt the customer by asking, “In a few words, how can I help you?” If the agent is still unable to answer or understand the question, you can program the agent to route the call to a specified phone number or end the call.
Depending on the request type and call action you specify, if the agent is unable to understand a phrase, it will either:
- Reprompt the caller to make the request again
- Forward the caller to the business
- End the call if after several tries, it still cannot understand
How can I track any agent errors?
The Insights page and daily email digest will help you see how well your agent is able to handle calls. To read more about this, see How can I learn how well the agent is understanding caller questions?.