Documentation
pascom Cloud Phone System Documentation and Release Notes
Setting Up AI Agents
This guide explains how to set up and configure AI agents in your pascom phone system.
The AI agents on the pascom phone system are designed to answer calls and intelligently interact with callers or customers. This is achieved through predefined prompts, enabling automated and efficient handling of customer inquiries. Integrating AI agents simplifies call distribution and enhances service quality through fast and consistent responses.
Creating a New AI Agent
You can create a new AI agent via the admin interface of your pascom cloud phone system. Follow these steps:
You can choose from preconfigured templates for various industries, which can be further customized to meet your specific needs. Alternatively, you can select a generic agent that you configure from scratch.
The basic data for your AI agent includes a name, avatar image, and description. The interaction with the caller can be based on AI-generated text-to-speech or a pre-recorded audio file. With text-to-speech, you can easily generate announcements from text. A more professional approach involves using an audio file specifically recorded for this purpose.
After entering the basic information, click to access advanced settings.
Defining AI Agent Settings
Here you can configure additional specific settings for your AI agent and define prompts for data extraction. These are crucial for effective interaction between the agent and callers.
Labels are containers that will hold the data gathered by the AI agent. Some labels are predefined but can be customized or expanded as needed. You can also create entirely new labels according to your requirements.
The Labels section is particularly important. This is where you define which information the AI agent should extract from the conversation.
Example:
| Label | AI Prompt |
|---|---|
| Customer Number | Set this label to the caller’s customer number, if mentioned. |
| Name | Set the name to the caller’s first and last name. |
| Call Reason | Summarize the reason for the call in one word. Examples: Appointment Request, Invoice, Support, Sales. |
In the AI prompt, you define the behavior or task of the AI agent. It is recommended to formulate the prompt as precisely as possible.
After defining labels and prompts, your agent is fully configured.
How does the AI Agent work? – The caller leaves a message similar to a voicemail. The audio file is then converted into text via AI transcription. After that, the AI agents handle data extraction and generate a summary of the call.
Deploying the AI Agent
To activate the AI agent, assign it to a team. There, it will operate according to its configuration and handle incoming calls.
In the pascom apps, you can view the data processed by the AI agent in the call journal. You can find detailed instructions here.