OperatorX the AI Assistant! Let AI Guide Your Callers To The Right Department or Agent!
OperatorX the AI Assistant! Let AI Guide Your Callers To The Right Department or Agent!
Callers getting lost whenever an update is made to your large menu trees or directories? Want questions answered in real time from your knowledge base for clients who don't want to wait? Need a personalized touch on your off hours to get callers to the right place? OperatorX is here!
RingByName now offers OperatorX an AI Assistant that learns from your clients, from your prompts, and your knowledge base! Your reporting section now stores transcripts and summaries of every AI conversation. Your billing section also shows you your remaining minutes and any billing related to OperatorX. OperatorX can be used with as many departments, users, languages, or responses as you can imagine; The sky's the limit with OperatorX!
Where Do I Find OperatorX?
OperatorX is currently accessible from Ringbyname.com on web and mobile browsers. It's not yet available on the app store.
To access the OperatorX area:
Log in to your RingByName account.
Click on "Hi, Your Name" at the top-right corner of the screen.
Select "Go to System Administration" from the drop-down list.
4. Click on "Advanced Routing" on the navigation bar along the top of the screen.
How Do I Create an AI Assistant in OperatorX?
Once inside Advanced Routing select AI Attendant on the left-hand side. This will display a list of all existing AI Assistants created by your team.
To begin, click New AI Attendant on the top right.
Step 1 – General Settings
In the first step, you’ll name your new AI Attendant and decide if every call should route to your AI as well as where calls will go should the AI be unable to attend your call (due to limited sessions, etc)
Enter a name for the AI Attendant (for example: SupportAI, InformationAI, SalesAI)
You can choose to enable Knowledge Base for your OperatorX to access to any files, websites, or text you upload to your AI.
You can enable a setting that will let your callers skip the OperatorX and reach your team directly for a 48 hour window.
Lastly you can decide where calls will route when you've reached your maximum concurrent AI sessions or are out of credit to fund AI calls. To avoid any interruptions we recommend enabling the call credit auto-recharge feature with our service team.
Click Next to continue.
Step 2 – Add Users
Next, choose which users OperatorX is allowed to reach or reference.
This determines what extensions or agents the AI can transfer calls to or list.
-Search for a user by typing their name or extension.
-Check the box next to each user you want the AI Assistant to include.
Click Next to continue.
Step 3 – Add Departments
Now tell OperatorX which departments
its allowed to reach or reference
.
-Use the drop-down menu to select a department.
-Any details you list in the description the AI will use as reference when making decisions about transferring or listing it. (example: “For any questions about device offline issues” or “Sales inquiries, quotes, promotions”).
-Add additional departments as needed.
-Choose whether you want the AI assitant to be able to share and announce your selected department's hours of operation.
Your hours of operation for phone numbers and departments are still controlled by your Ringbyname Configuration.
When finished, click Next.
Step 4 – Add the AI Prompt
This is where OperatorX becomes your OperatorX.
You can write any amount of instructions, no character limit, and the AI will follow your guidelines for tone, behavior, routing rules, allowed phrases, and knowledge references. The default prompt has been refined to be as all purpose as possible for your system and can be modified and added to in any section. We recommend keeping the 'Tools' if you want calls to be transferred to your team member's extensions.
Your prompt can include:
Personality and tone (friendly, to the point, engaging)
Routing rules (who, where, why, and for what reason a call can and can't be transferred to)
Operational restrictions (how calls start, how much information is provided, if after x seconds or messages calls are sent to a queue, etc)
Custom greetings (use a specific greeting, or rotate through a series of greetings in a variety of languages)
Specialized instructions for departments or users (e.g. asking and noting the reason of an emergency call before sending you to an afterhours department)
Knowledge base information and FAQs (Includes as much or as little information about your hours, services, frequent questions you want the AI to provide clients with)
Safety or compliance reminders (apply rules to restrict access on sensitive subjects, unknown questions, innappropriate callers)
When you’re satisfied with your OperatorX instructions, click Save. Now your new AI Attendant will appear in the AI Attendant list under Advanced Routing.
Assigning a Phone Number to Your AI Assistant
Now that your AI Attendant is built, you need to assign it to the phone numbers you want to use it with. We're ready to send calls to it!
Click RingByName Setup on the navigation bar.
Select Phone Numbers on the left-hand side.
Choose the phone number you'd like to route to the new AI Attendant.
In the “Send Calls To” drop-down, choose the AI Attendant you created. Click Save to apply your changes. You're OperatorX AI Assistant is now live!
OperatorX Knowledge Base! Improve your Operator's ability to assist callers!
Now that your AI OperatorX attendant is built, let's customize it so it knows the in's and out's of your business! The knowledge base accepts all kinds of file formats, importable text, and webpages! Just be sure you add any URLs that are important
Tap 'Add to Knowledge Base' and select 'add web pages', 'add text', or 'upload files'.
-For webpages, be sure you add as many URLs that have important information as your website has. You can see we added two URLs in our example below.
-Text has a size limit of 100,000 characters. Files you upload have a size limit of 50MB.
Note, your Operator is being rebuilt with all the knowledge and files you upload, so it can take up to 15 minutes if using the full 50mb size limit. You'll see the status update to 'Complete' when your AI has incorporated the new knowledge! For PDF files, be sure the text is readable. Non-text scannable PDFs may not be fully read.
Wait, I need to edit my AI Attendant!
Need to adjust your prompt, change the departments it can reach, or update the users assigned?
-Return to Advanced Routing → AI Attendant.
-Click the three dots next to your AI Attendant.
-Choose from Edit General Settings, Edit Users, Edit Departments, or Edit AI Prompt to edit your AI assistant.
-You can also select Delete AI Attendant to delete your AI assistant.
Be sure to click Save when finished.
AI Summary & Call Transcription
Now you can get a summary of the call your AI had with each caller. You can also view and download the transcript of the conversation! If you have call recording on your account, you also have access to the recording of the call with your AI agent and the caller. Transcriptions are available for up to a year back. If you don't have call recording, you can still read the transcript of the AI portion of the conversation.
-Access your reporting section by selecting "Reporting & Analytics" then selecting 'Advanced Report' on the left-hand side.
-Here any AI calls you have in your report will have new icons!
-The blue 'transcription' icon to view and download your transcription.
-The bullet list 'summary' icon to view a summary of the AI conversation.
How do I know how many minutes I have left or how much AI calls cost?
Your 'Account & Billing Info' section have been updated to include 'time remaining' and your overall OperatorX Usage!
-From your administrator panel, select 'Account & Billing Info' at the top of the screen. Then select 'Use Charges'.
Advanced User Tips:
OperatorX can dramatically simplify call routing and improve caller satisfaction. Here are some popular creative uses:After-Hours Intelligent Routing
Automatically answers calls with customized messaging whether its business hours or after hours and directs callers based on their intent.Multi-Language Support
OperatorX can speak in any language and can act as a knowledge base for languages while human agents handle your most important calls. Create separate departments for each language your team can take calls in, while letting your AI Attendant handle the rest!- Live Survey Your Clients Before Transfer
Your OperatorX can be configured to ask 2-3 questions before completing a transfer to poll clients on what they need, or what your team needs to know from them to continue growing! Knowledge-Base Instant Answers
Take as much of your knowledge base and apply it to your AI prompt so it can provide answers for your most common call scenarios. on OperatorX can read your internal prompts and respond to common questions instantly.Dynamic Routing for Large Teams
You can list out your full menu tree and have OperatorX read out whatever submenus or even an agent or department directory.Client Tailored Options
If you have clients who struggle with human conversations and need your menu tree, you can have OperatorX transfer callers to a unique department that rollsover back to any old school phone trees based on client responses or client tone.- Mood-Based Routing
OperatorX can discern your client's mood with growing success. Sad, Upset, Frustrated, Happy, Excited, Confused, Concerned, Tired, some of these moods can best be handled by specialist departments.
Need Help?
If you require assistance configuring OperatorX or want guidance customizing your AI prompts, please contact our Support Center at 855-345-7464 or email support@ringbyname.com.
We're here to help you get the most out of OperatorX