WEBVTT

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The phone assistant is set up here, and
the settings are grouped by what they do.

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First the connection: the number it
answers on, and the website it learns your

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wording from.

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Then the voice, one for each language:
someone calling in German hears a German

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voice.

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The rules are one per line and can be
moved: the order matters, because that is

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the order it reads them in before every
call.

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There is a template for each trade, from
building to service, retail and property,

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to adjust instead of starting from a blank
page.

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Then what it is allowed to do. With
someone it does not know it opens a ticket

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or books an appointment; customer data it
reads only to that customer.

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And for confidential matters there is a
second key: a code, because a phone number

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can be faked.

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Frequent questions are written once: the
keywords are what count, because on the

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phone nobody says the whole question.

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Then you open a call and read the whole of
it: what the customer asked, and what they

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were told.

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Good morning. Our workshop printer has
stopped working since this morning, and we

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have a delivery tomorrow.

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I understand. I will open a request for
you right away. A technician will call you

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back today.

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Here the workshop printer had broken down,
and while they were talking it became a

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support request.

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That link is not there for decoration: one
click, and the real ticket opens, with the

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fault as it was described on the phone.

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Whoever asked for a site visit finds the
appointment already in the calendar, on

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the day and at the time they agreed.

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The phone answers even when nobody is
there. And the next morning you know what

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happened, and where to go and look.