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Your AI sales rep is designed to have well trained and meaningful conversations with your prospective customers that move towards a conversion moment, either getting calls in with your sales team and/or online product purchases (whichever is applicable for your setup).
Your AI rep will be able to answer questions about your business and product that you’ve trained it on, in a natural language and conversational way, while engaging the customer on this journey towards your goal.
This is the stage of your onboarding process where you take a more hands on role to help us train your AI rep to get it working just right.
The first version of your AI rep will focus on getting the accuracy of answers and general conversation direction to a good standard, but you should expect there to be things you notice at this stage that don't quite match your desired outcomes.
This is the expected current state of the AI training program at this stage and with a little effort from yourself reviewing the answers it is currently providing and feeding back to us we will be able to help you make a fantastic improvement on the first testing round to get it very close to launching very quickly.
The number of items you believe need improving will rapidly drop off as we make tweaks to the AI reps training together to the point when you will be comfortable and trust that the AI rep is doing its job while you and your team get on focusing on the rest of the business.
Testing is generally conducted via email for the first testing round as it provides a close feel to the conversation capabilities that your live rep will have and draws out testing scenarios very effectively. However, as part of the onboarding process we will also ensure your rep conversations are tested on your channels to be used when live, SMS, WhatsApp, etc.
At this stage we want to test the AI rep for:
Accuracy: How accurately does the AI respond to queries?
Effectiveness: Is the AI moving sales conversations forward effectively?
Sales Points Utilisation: How well does the AI incorporate key sales points and handle objections?
Tone and Character: Does the AI's tone align with the desired brand image?
When you have a test conversation, engage with the AI rep and do your best to imagine that you are a prospect interested in your products/services. Over the course of a conversation, ensure that you ask a minimum of three questions to help you get a feel for the flow and draw out some key answers for you to evaluate the accuracy and experience. Also, not everyone will be a ‘sold’ customer, so ensure that you phrase at least one objection to see how it uses your training to handle them.
Let us know in your feedback where you would have handled the live situation differently and we will show you how to train this into your AI rep.
- Access to a phone or laptop for responding to AI messages.
- Access to a desktop interface for submitting feedback.
Method 1:
Flag and submit training corrections in your AI agent admin portal, for any specific message feedback and state the improvements you’d like to see. Once done these will take up to 72 hours to take effect while our AI training team reviews and completes these for you.
Method 2:
Share your thoughts on the overall experience broken down to the following. Sending over to the team by email is fine to keep it fluid and natural language for us to work with.
Feedback should be submitted within 72 hours of receiving the AI agent so that we can assign an AI training expert to your business to help with your first evaluation and training loops. If you need longer than this please request this from your AI agent onboarding manager and this can be arranged.
Once you submit your feedback our team will schedule in some time to update your AI agent and we will be in touch within 48 hours to book in a slot to go through it with you and plan the remaining actions to test your alternative channels if any and the steps to launch your AI agent shortly.
Should you need any support during the testing process please get in touch with us at any time and we’ll help walk you through the process or help where you’re stuck.