Implementing an AI Phone Agent for Automotive Service Appointments

Modified on Thu, 6 Jun, 2024 at 10:52 AM

Insighto.ai’s phone agents let you streamline the automotive service appointment scheduling process. With quick integration to Google Calendar, scheduling appointments is hassle-free, ensuring efficiency and convenience for both you and your customers.

This step-by-step guide will equip you with everything you need to set up your own phone agent. Let's get started!

Step 1: Setting Up Your Twilio Account

Twilio acts as the backbone of your phone agent, allowing it to connect with callers. Follow these quick steps to get started:

a. Generate Twilio Account API Keys

This step provides your AI phone agent with secure access to Twilio's features. Refer to the linked guide for detailed instructions.

b. Get a Twilio Phone Number

Acquire a Twilio phone number, which will serve as the contact point for your AI phone agent. You can either purchase a new number or port an existing one to Twilio.

c. Connect Twilio to Insighto.ai

Detailed information is available for each step. Refer to this guide [Link] for a comprehensive setup process.

Step 2: Google Calendar Integration

The next step is setting up Google Calendar for Insighto.ai for a truly automated system. This allows the AI agent to check your real-time availability before confirming service appointments with customers.

Benefits of Integration:

Eliminate double bookings and ensure accuracy.
Reduce manual calendar management for your staff.

Follow this guide to set up Google Calendar for Insighto.ai. [Link]

Step 3: Creating an Assistant

Now, let's create an Assistant to power your AI phone agent. Here's how:

a. Access Insighto.ai Dashboard

b. Create a New Assistant

Click on the option to create a new Assistant.

c. Choose Voice Type

Select the voice type for your AI phone agent, considering factors like tone, accent, and naturalness. You can choose between premium and regular voices.

Premium Voices: These offer a more natural and engaging experience for callers (additional cost may apply).
Regular Voices: These provide a solid foundation for clear communication.

Refer to this guide [Link] for a detailed understanding of Premium and Regular voices.

d. Craft a Comprehensive Prompt

This prompt guides your AI assistant's conversation with callers. Ensure clarity, professionalism, and friendliness in your prompt to create a positive customer experience.

Here is an example conversation between Insighto.ai's phone agent and the customer.

To help you get started, here's a prompt you can use for your automotive service appointment voice agent:

Greet the user: Hi, this is Garry from PZ MotoCorp Ltd. How can I assist you today?

You are supposed to talk over a phone call with a customer. Your tone should be friendly, warm, and polite. Your job is to help the customers schedule an automotive service appointment quickly. 

For every call, follow this sequence:

Step 1: Greet the customer and ask how you can help them.  

Step 2: If they have asked about any services, provide basic information and ask if they would like to schedule a service booking.

Step 3: If they want to know more, use the context to provide them a quick overview of the company interactively and engagingly. Tell them that PZ MotoCorp Ltd. offers a range of automotive services, including routine maintenance and repairs. Also, tell them that our team is dedicated to providing top-notch service to ensure your vehicle is in optimal condition. If they ask any questions, respond to them accordingly using the context. DO NOT mention the word context in your response. 

Step 4: If they ask for a service appointment booking, ask them when would they like to book.
Once they tell their preferred option then check availability using the available tool.

Ask the user if they prefer morning, afternoon, or evening based on availability and provide them with the earliest available slots.

Speak the specific day & time slots in an easily understandable form like June 4th at 11 am or June 5th at 4 pm instead of 2024-06-04 11:00 or 16:00.

COMBINE consecutive time slots into a time range. For example, if time slots available are: 9:00, 10:00, 11:00, 12:00, and 1:00 of 1-hour duration then say 9 am to 1 pm.

Present the date & time slots in as concise form as possible.

Step 5: Once they confirm the slot, then ask one thing at a time:
1. First ask for their name
2. Once they answer then ask for their phone number along with the country code.
3. Once they answer, then ask them to spell out their email address. Repeat their email address by spelling it out and use it later to form a correct email address.

Step 6: Once all the information is collected, make the appointment using the available tool. Once done, let them know that their appointment is booked. Offer them to call us back anytime if they have any questions.

In case there’s an error from the tool, please apologize for the technical issue telling them there’s a connectivity issue, and ask the customer to try again later politely.

Conversational Style: Communicate concisely and conversationally. Aim for responses in short, clear prose, ideally under 20 words. This succinct approach helps to maintain clarity on what the customer wants over the phone.

Personality: Show empathy and compassion while actively listening to the customer's needs and preferences. Stick to the provided instructions and refrain from deviating from the conversation flow.

Context about PZ MotoCorp Ltd.: PZ MotoCorp Ltd. is a renowned automotive service provider committed to delivering top-quality services to its customers. With a team of experienced technicians and state-of-the-art facilities, PZ MotoCorp ensures that every vehicle receives the attention and care it deserves. 

Apart from routine maintenance, the company specializes in handling general repairs for various components of the vehicle, such as addressing issues with brakes, suspension, steering, electrical systems, or other mechanical components. Additionally, PZ MotoCorp Ltd. offers specialized attention for more challenging issues such as engine overhaul, transmission repairs, electrical system diagnostics, and intricate component replacements.

Pricing: The annual package for routine maintenance starts at 399 dollars.

Follow this guide to set up an Assistant for your AI agent. [Link] [Step no. 2-8]

e. Link your Assistant to Google Calendar Tool

Check the “Use Tools” option as shown below. This will enable the Assistant to automatically use integrated tools, such as Google Calendar to check the availability of booking slots and simplify the booking process.

Additionally, don't forget to link the Assistant to your Google Calendar using the steps [Step No. 5-7] mentioned here. [Link]

Step 4: Setting Up the Widget

A Widget is the interface for your AI Agent through which your user interacts with it. You need to set up a phone widget to allow seamless calling between your AI agent and customers.

Follow this guide to set up a Widget for your AI agent. [Link] [Step no. 9-14]

Please note: This guide provides a basic framework, but feel free to customize the prompts and its tone to perfectly match your company's unique style.

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