Key takeaways
- Train on real calls. Generic training = generic responses.
- Integrate with CRM and knowledge base. Context is everything.
- Monitor, find failures, iterate. Voice AI gets better with feedback.
Voice AI can handle a large chunk of support calls—if it's implemented well. Here are the tips we've learned from building and tuning voice agents for support.
Train on real calls
Use actual call recordings and transcripts. How do customers phrase things? What do your best agents say? Generic training produces generic responses.
Integrate with your systems
The agent needs access to account info, order status, and knowledge base. If it can't look things up, it'll frustrate callers. Build the integrations properly.
Design escalation paths
Define when to hand off: complex complaints, sensitive topics, or when confidence is low. Pass full context to the human. No 'please repeat everything'.
Monitor and iterate
Review calls. Find failure patterns. Tune prompts and add training data. Voice AI improves with feedback loops.
FAQs
Offer an opt-out: 'Say agent to speak with someone.' Honour it instantly. Don't make people fight the bot.
Modern systems handle variety well. Test with your actual customer base. Add regional variations to training if needed.