Smart Answering eGuide, Part 4: Iterate, Refine, and Optimize Your AI Voice Assistant

With your AI Knowledge base in place, this part of the Smart Answering eGuide is about refining and optimizing it to ensure it is in sync with your business as it evolves.

Polishing Your AI Assistant’s Knowledge

You’ve initiated your AI voice assistant with its foundational knowledge. Now, it’s time to dive deeper and sculpt this knowledge to truly represent your business’s unique qualities.

Remember, AI systems thrive on context — the more detailed and nuanced your inputs, the more accurate and helpful the responses will be.

Adopt a Detective Mindset

Think like a detective with a mission to ‘break’ Smart Answering. This mindset will help you identify any gaps or blind spots, making the system more robust against anything customers might ask. It’s like training an employee; the goal is to fast-track the AI to real-world experience.

Treat Feedback Like a Goldmine for Improving Your AI Assistant

Your team members are your on-the-ground intel, often spotting recurring customer questions or gaps in your AI Knowledge. But don’t stop there — extend your feedback loop to include friends and family.

Encourage them to call and interact with your AI assistant, just like a customer would. Their fresh perspectives can unearth insights that even the most seasoned team member might miss.

Then, take the time to really listen to their experiences and gauge their responses. Each piece of feedback is a puzzle piece to a more refined AI assistant.

Review Built-In Analytics and Call Logs

Alongside human input, make a habit of diving into your call logs. They’re a treasure trove of information, highlighting the questions and concerns that might stump your AI assistant. And remember, nothing beats first hand experience. Challenge your system regularly. 

The more you test your AI assistant’s limits, the more you’ll understand how to enhance it. Think of it as a continuous loop — feedback leads to insights, which lead to action, which circles back to more feedback. That’s the cycle that will sharpen your AI assistant into the helpful resource your customers deserve.

How to Review Your Call Logs and Analytics

To access your call logs, click “Calls” on the menu on the left-hand side of the Smart Answering platform.

Here, you will be able to view:

Call History: Review specific call transcripts to see the actual conversations your AI assistant is having with your customers.

Call Analytics: Review overall metrics and stats related to your AI assistant, including:

• The number of self-service links sent
• SMS texts sent to employees
• Transfers
• Actions not configured
• Total calls
• Calls handled by Smart Answering

Call Analytics also gives you insight on topics that callers ask about – this is a rich resource for enhancing your AI assistant.

Continuous Evolution

Your business doesn’t stand still, and neither should your AI assistant. Keep feeding it new information and context. Encourage ongoing testing and feedback, especially from those who interact with it regularly.

This approach doesn’t just improve the AI assistant — it also educates it, making it an ‘experienced’ member of your team.

Get in the Mindset of Always Refining & Optimizing

Treat this as an evolving project. The more you test and adapt your AI assistant, the more it will align with your business, ultimately providing a seamless customer experience.

Think of it as a garden that needs regular tending — your AI assistant needs a steady stream of data and feedback to grow. This loop is how you cultivate a robust AI.

Click here for part 5 to dive deeper into your Smart Answering account settings.