The Pia AI agent provides an interactive voice assistant. Pia answers incoming calls, analyzes the caller’s request, prompts for required information, and routes the caller to the correct team. You configure the agent’s behavior and dialog using prompts (text instructions).

Create a Pia AI Agent

You can find the AI agent management section in the PASCOM Admin Dashboard.

Configure Basic Data

Configure the basic properties of the agent in the Pia Basic Data section:

• Display Name: Enter a unique name for the agent (e.g., Reception or Support Pre-qualification).
• Avatar: Click Change Avatar to assign a visual profile picture to the AI agent.

Configure the Pia Prompt

Enter the instructions for the AI agent in the Pia Prompt text box. These instructions determine how Pia greets callers and manages the conversation.

The following standard template is active by default for every newly created Pia agent:

# Greeting

Greet the caller in a friendly manner and introduce yourself as an AI assistant.

Example: "Hello, you are speaking with Pia, the automated AI assistant of [Company Name]. How can I help you?"

# Routing

Determine the caller's request and route to the appropriate team:

- Technical issues or disruptions → Team Support

- Questions about invoices or contracts → Team Administration

- Interest in products or prices → Team Sales

- Anything else → Team Reception

Use Inline Tools and Labels

You can use integrated inline tools instead of describing routing and queries purely as text:

• Routing to Teams: Enter a slash character (/) in the prompt editor to open a menu of available commands. Select /team and define the target team (e.g., /team Support) to route the caller directly.
• Collect Customer Information: You can instruct Pia to query important data and save it in labels. For example: “Ask for the customer number and save it in the customer number label." The label must be created beforehand. Learn how this works in the Configuring Labels guide.

All labels set by Pia during the call display to the employee in the PASCOM app. This ensures the customer does not have to repeat their details.

Model and Voice Settings

Select the language logic and voice under Model / Voice (Provider).

GDPR and Hosting

For data privacy and compliance reasons (ISO, GDPR), all models are hosted in European data centers (Microsoft Azure EU). Your data remains fully protected within the EU.

Model Selection (GPT Realtime)

Various Realtime models are available:

• Mini: This model is sufficient for simple tasks such as classic call routing or standard IVR flows, and it operates very quickly.
• 1.5 and 2.0: These larger models are suitable for highly complex prompts, nested conversation logic, and precise extraction of variable customer data.

Speaking Speed & Interruption

• Speaking Speed: Use the slider to set the speaking speed of the AI voice (default value is 1.0).
• Interruption: Turn on the Can the caller interrupt the AI agent? switch if the caller is allowed to interrupt Pia mid-sentence. When turned off, Pia always completes the current prompt section before responding to the caller.

Configure Call Result Labels

Use the Label to save the call result option to select a label that logs the status or result of the AI call. This allows precise tracking of calls in subsequent routing steps.

The system sets the following result values and triggers:

These labels attach to the call and are visible to users in the PASCOM app. This allows employees to immediately see how and if Pia processed the caller.

Limits and Budget Control

• Limit Concurrent Calls: Turn on this switch to limit the maximum parallel lines (CUs) for this agent (e.g., to a maximum of 3 channels). When turned off, the agent uses all available CUs in the package. This protects you from unexpected costs in live operation.

Integration in the Call Router (Best Practices)

Integrate Pia effectively into your call routing:

1. Prepend Fixed Rules: Filter clear criteria (such as holidays, business hours, or company shutdowns) beforehand using the classic action model in the call router. Do not route calls to Pia when your office is closed.
2. Set up a Fallback: Because Pia may not accept calls if CU limits or budget limits are reached, or during network disruptions, you must always define a fallback action at the end of the call router (e.g., forward to the regular office or reception). This ensures no caller ends up in a dead end.