Eight questions to ask any AI phone system before you trust it with your callers
Every AI phone assistant sounds impressive in a demo. The difference shows on the day it does not know the answer. Ask every vendor these questions. These are DialXAI's answers, and each is something you can check in the demo.
Where do the AI's answers come from?
An assistant that answers from “general knowledge” will one day tell a caller something your office never said.
DialXAI: Only from your organisation's approved articles. When they do not answer the question, the assistant says it does not have that information and offers a person.
Who decides what the AI may say?
One person's typing mistake should not reach every caller.
DialXAI: Supervisors write articles and send them for approval; an administrator approves them. Nobody can approve a change they made or sent themselves, and editing a live article keeps the approved version in use until the change is approved.
Can a caller always reach a person?
Callers who feel trapped by a machine hang up and complain.
DialXAI: Yes. Callers can say “speak to someone” at any time, and the assistant hands over by itself after 2 questions in a row it cannot answer, after 8 questions, or on any error. Out of hours it says nobody is available and gives your opening hours, instead of a queue nobody watches.
Are callers told they are talking to a machine, and that they are recorded?
Callers have a right to know, and it protects your organisation.
DialXAI: Yes, on every call. The sentence is added to your greeting by DialXAI and cannot be removed.
Does the person who takes over know what was already said?
Repeating everything to a second person is the moment callers lose patience.
DialXAI: Yes. The call opens on the agent's desk with every question the caller asked the assistant, every answer it gave, the caller's earlier calls and a suggested answer.
Can you check what the AI told a caller last Tuesday?
When a caller says “but your line told me…”, you need to know whether it did.
DialXAI: Yes. Every question and answer is stored with the call, with the articles the answer came from, beside the recording and transcript.
Where are the recordings kept, and who can play them?
Recordings carry names, numbers and problems.
DialXAI: In a secure cloud data centre, encrypted, and also in your own country where your organisation requires it. Only signed-in people whose role lets them see that call can play them. Text sent to the AI is not used to train it.
Can your own team change hours, holidays and notices?
A notice that needs a technician goes up a week late.
DialXAI: Yes. Administrators set opening hours, the greeting and the assistant's switches; supervisors add closed days and notices. A preview shows exactly what a caller hears at any date and time.
What to know before you choose DialXAI
- The assistant speaks English only. Other languages are not offered yet.
- DialXAI is new: we are taking our first organisations now, and we set each one up with them.
- Which phone numbers are available depends on the country and your phone company; we check this with you before you decide.
- The AI that understands and answers callers runs in large cloud data centres outside Ghana, so the text of questions and transcripts is processed there. Recordings and records can be kept in your own country.
We would rather you choose DialXAI knowing this than find it out later.
Ask us all eight in the demo.
Send us a few of the questions your callers ask most. In the demo, the assistant answers them from articles we write together, then puts the call through to a person, and you see the agent's screen.