Mistakes when setting up an AI answering service
The mistakes that most often make an AI answering service worse, and what to do instead.
An AI answering service is only as good as what you've told it. Most mistakes happen during setup, and they're easy to avoid.
The common mistakes
It knows too little about you
If opening hours, prices and services aren't written down anywhere, the AI can't answer questions about them. In Kaneo, you add them under Opsætning → Neo → Viden ("Setup → Neo → Knowledge").
You haven't said who calls can go to
Add the name, phone number, what the person handles and when they can be reached. Then the customer ends up with the right person.
What counts as urgent isn't described
A customer saying it's urgent isn't enough. Describe what's urgent for you. Then Neo can transfer the call and send a text message when it happens.
The booking rules don't fit
Set the duration, the break between appointments, and how short notice and how far ahead people can book. Otherwise appointments end up in the wrong place. See Calendar.
You forward the number too early
Only forward once the line is switched on. Until then, the Neo number doesn't answer, and customers call in vain.
You don't test it
Call your number from another phone and reject the call. It then goes straight to Neo. Try booking, asking a question and leaving a message.
You forget closed days
Holidays and public holidays need to be in the setup. Otherwise the AI assumes you're open. See Handling calls during holidays.
You don't look at what it couldn't answer
What Neo couldn't answer becomes a suggestion. Approve the suggestions and the answers get better. Nothing is used until you've approved it.
You have no plan for when it's down
Agree what to do if Kaneo Voice is down, for example turning off call forwarding with your phone company.
Neo always says at the start of the call that it's an AI and that the call is being noted down. That notice can't be removed, so don't write a greeting that says otherwise.
Who does what in Kaneo Voice?
We buy the number, call you and agree the greeting, opening hours and who Neo can transfer calls to. After that, an administrator can change all of it on the Voice page. See Kaneo Voice setup.