Building an AI phone agent. The hardest part isn't the AI β it's making pauses feel natural.
Dead air = caller thinks they got disconnected.
Filler phrases = sounds robotic if overused.
The sweet spot: a little "hmm" goes a long way.
@twilio
@Delta I have 3 eCredits I need to use to book a new flight and the website says they are "Closed" so there is no way to choose that as an option to pay. The expiration date is not until Dec 2022. Help!
@GallantSays βThen burning & pillaging actually happened TO ME.β There I fixed it for you. Thatβs the only reason you changed your mind; you were affected.
@ASUSUSA I need help. It has taken way too long to provide me with the RMA for my laptop. I have been talking to 3 different agents and no one can seem to get the RMA emailed to me. Very simple problem that could be fixed in minutes if the right person could help me.
@jimmyjohns Howell Mill Store in ATL (mgr Jade) screwed up my order and then was rude about it. I got home & an entire sandwich was missing. Jade wouldn't have a delivery made about 3 miles away. She refused to give me a phone # to escalate. Sorry I didn't go to @jerseymikes !!!
@BrandsMartUSA Your ATL store continues to set the low bar for poor customer sat. It's been 3 weeks waiting for my W/D delivery (1st ones were damaged). Local store cannot seem to help me. FAIL!