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Operator can fully replace your IVR system and serve as your Tier 0 support. To learn more about using Operator as your frontline agent, check out our blog post.

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Greeting

The greeting is the first thing your Operator will say to the customer. You can customize it by providing 2-3 examples of your preferred greeting style. Operator intelligently adapts its greeting based on context. For callback attempts or repeat calls, it personalizes the message to acknowledge the customer’s previous interactions and naturally transitions into the next step of the conversation.

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Scenarios

A scenario teaches your Operator how to handle a specific customer problem. During conversations, your Operator identifies the customer’s issue, checks for matching scenarios, and if found, probes that scenario.

Scenarios consist of a description and instructions:

  • Your Operator analyzes ongoing conversations and matches them against each scenario’s description, activating the appropriate scenario when it identifies the customer’s issue.
  • Once a scenario is activated, your Operator will follow its instructions until:
    1. The instructions are completed and the scenario is finished, or
    2. Your Operator detects that the customer is better serviced by another scenario.

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Creating a scenario

Name: Choose a descriptive name that distinguishes this scenario from others.

Description: The description tells your Operator when to activate this scenario. Write a clear description with minimal overlap with other scenarios and include common phrases customers use. Note that the description explains when to use the scenario, not how to handle it.

Instructions: Instructions provide your Operator with detailed guidance for handling the scenario once activated. Include specific steps for gathering customer information, performing system actions, and addressing common questions. The more detailed your instructions, the better your Operator will perform. You can add conditional logic and specify when to transfer to a human agent.

By default, Operators do not have access to any transfers or actions. They can only invoke transfers and actions that have been referenced in the instructions. To reference a transfer or action, type the @ character in the instructions editor.