Manage Skills for an AI Receptionist

This topic describes how to configure different skills for an AI receptionist.

Supported skills

The PBX divides AI receptionist functionality into individual skills. Each skill can be enabled or disabled independently based on your needs. The supported skills for AI receptionists are listed as below:

Skill Description
Greeting Enable and configure a fixed greeting or time-based greetings. The greeting will be played first when the AI receptionist answers a call. If disabled, the AI receptionist will wait for the caller to speak first.

For more information, see Configure greetings.
Knowledge Base Assign a knowledge base to the AI receptionist so it can retrieve information from the FAQs, documents, and other content you've uploaded to answer caller questions accurately; Unassign specific knowledge base content when it is no longer needed for a specific AI receptionist.

For more information, see Assign or unassign knowledge base.
Dial By Name Enable this feature so the AI receptionist can recognize when callers say an extension user's name and transfer the call to the designated extension.

For more information, see Enable dial by name feature.
Intent-Based Transfer Set up rules to route calls based on caller intent. The AI analyzes what the caller says and transfers them to the appropriate destinations.
The supported destination includes:
  • Extension
  • Inbound Queue
  • Ring Group
  • Conference
  • Call Flow
  • IVR
  • Group Voicemail
    Note: For transfers to Group Voicemail, ensure that the Leave a Voicemail for an Extension/Group Voicemail feature is enabled (Path: Call Features > Feature Code > Voicemail).

For more information, see Set up intent-based transfer.

Configure greetings

Note: To set time-based greetings, ensure that you have properly set business hours and holidays in the desired time zone.
  1. Log in to PBX web portal, go to AI > AI Receptionist.
  2. Click the desired receptionist.

    You are redirected to the details page of the receptionist.

  3. Under the Skill tab, click the Greeting skill card.

  4. Configure greeting(s) according to your needs:
    Configure a fixed greeting
    1. Turn on the switch of Greeting.
    2. In the Greeting field, enter a greeting using the receptionist's primary language.
    3. Optional: Select the checkbox of Do Not Interrupt Greeting to prevent callers from interrupting the greeting.
    4. Click Save.

      The AI receptionist will play the greeting when answering calls.

    Configure time-based greetings
    1. Turn on the switch of Greeting.
    2. Optional: Select the checkbox of Do Not Interrupt Greeting to prevent callers from interrupting the greeting.
    3. Select the checkbox of Time-based Greeting.
    4. In the Time Zone drop-down list, select a desired time zone.

      The AI receptionist will play greetings according to the business hours and holidays configured in the selected time zone.

    5. To play different greetings based on business hours, select the checkbox of Based on business hours, then configure the following settings using the receptionist's primary language.

      Setting Description
      Greeting for Business Hours Specify a greeting to be played when the AI receptionist answers call during business hours and break hours.
      Greeting for Outside Business Hours Specify a greeting to be played when the AI receptionist answers calls outside the business hours, break hours, and holidays.
    6. To play greetings based on holidays, select the checkbox of Based on holidays, then select one of the following options:
      Option Instruction
      Same Greeting for All Holidays

      If selected, enter a greeting in the Greeting for Holidays field using the receptionist's primary language.

      The AI Receptionist will play this greeting on all holidays.
      Greeting for Specific Holidays

      If selected, enter a general holiday greeting in the Default Greeting for Holidays field using the receptionist's primary language, then add specific greetings for individual holidays in the Specific Holidays section using the same language.

      The AI Receptionist will play the specific greeting for specified a holiday; otherwise, it will play the default holiday greeting.
    7. Click Save.

Assign or unassign knowledge base

Prerequisites
If you want to assign knowledge base to an AI receptionist, ensure that you have added desired contents to the Knowledge Base.
Procedure
  1. Log in to PBX web portal, go to AI > AI Receptionist.
  2. Click the desired receptionist.

    You are redirected to the details page of the receptionist.

  3. Under the Skill tab, click the Knowledge Base skill card.

  4. To assign knowledge base, do as follows:
    1. Turn on the switch of Knowledge Base.
    2. Click Add.

      A window pops up, showing all content entries in the knowledge base.

    3. Search and select the desired content entries, then click Save.
      Note: If you can not find the knowledge base content you need, you can add it directly by clicking Upload File or Add URL, and the uploaded content will be automatically added to the global knowledge base.

    4. At the bottom of the page, click Save.

      The selected knowledge base content is assigned to the AI receptionist. The AI will reference the included information when answering caller questions.

  5. To unassign knowledge base, do as follows:

    1. In the existing knowledge base list of the AI receptionist, select the checkbox of one or more content entries that are no longer needed.
    2. At the top of the list, click Delete.
    3. In the pop-up window, click OK.
    4. At the bottom of the page, click Save.
      The specified knowledge base contents have been unassigned from the AI receptionist.
      Note: This operation only removes the association and does not delete the content from the global knowledge base.

Enable dial by name feature

Procedure
  1. Log in to PBX web portal, go to AI > AI Receptionist.
  2. Click the desired receptionist.

    You are redirected to the details page of the receptionist.

  3. Under the Skill tab, click the Dial By Name skill card.

  4. Configure the following settings.

    1. Turn on the switch of Dial By Name.
    2. In the Extensions allowed to be dialed section, specify the range of extensions.
      Setting Description
      All Extensions All extensions can be dialed.
      Allowed Extensions Only selected extensions can be dialed.

      If selected, add the desired extensions from Available box to the Selected box.
      Restricted Extensions The selected extensions can not be dialed; all other extensions are allowed.

      If selected, add the desired extensions from Available box to the Selected box.
  5. Click Save.
Result

The Dial by Name skill is enabled for the AI receptionist. When callers say an extension name, the AI receptionist will recognize it and transfer the call to the corresponding extension.

Set up intent-based transfer

Prerequisites

You have prepared the desired transfer destinations (extension, inbound queue, ring group, etc.).

Procedure
  1. Log in to PBX web portal, go to AI > AI Receptionist.
  2. Click the desired receptionist.

    You are redirected to the details page of the receptionist.

  3. Under the Skill tab, click the Intent-Based Transfer skill card.

  4. Turn on the switch of Intent-Based Transfer.
  5. Click Add to create a transfer rule.
    Note: You can add up to 200 transfer rules for each AI receptionist.
  6. In the pop-up window, configure the following settings:

    1. In the Destination drop-down list, select a destination type, then select the specific destination.
    2. In the Transfer Conditions field, enter a natural language description of the circumstances under which the transfer should occur.

      For example, User explicitly requests to speak to a human or User asks a question that the AI cannot answer.

    3. Click Save.
  7. At the bottom of the page, click Save.
Result

The AI receptionist will analyze callers' speech and transfer calls based on the specified conditions.