I’m confused because I noticed today that the voices and agents are kind of overlapping during the call. What is happening? The customer is calling and Ben asked if he wants to talk in German, Arabic or Russian . After he chooses and language, he should be transferred. Then the German agent started to talk to him as it should be asking for the first and last name of the customer. After the customer said her name, the german agent told her that she’s just there for the choice of languages and asked her which language she wants to speak.. So I don’t know what’s happening this is really weird and embarrassing .

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I set it up to be like the initial inbound agent is transferring to all of the three other agents, but as German language is the basic language, and it’s new for the patient so they might be saying German and then later asking if there is someone talking Arabic or Russian, so the German agent has the ability to transfer them to the Arabic and Russian agent would you recommend to take out this ability from the German agent and just to set up the basic function?

@Exideus_Systems It's important to maintain a balance between flexibility and simplicity in the call flow to avoid confusion. If the German language is the default and there's a possibility that customers may change their mind after initially selecting German, it might be beneficial to retain the German agent's ability to transfer calls to the Arabic or Russian agents. This ensures that customers can be assisted in their preferred language without having to restart the call process. However, to prevent the overlap and confusion you experienced, you could consider implementing a more structured transfer protocol. For example, the German agent could confirm the language preference before proceeding with any further information gathering. If the customer expresses a desire to switch languages, the agent can then facilitate a smooth transfer. Here's a suggested approach: 1. The initial inbound agent asks for the language preference. 2. Upon selection, the call is transferred to the corresponding language agent. 3. The language agent (e.g., German) confirms the language choice with the customer. 4. If the customer confirms, the agent proceeds with the call. If the customer requests another language, the agent facilitates a transfer to the appropriate language agent. This approach should help streamline the process and reduce the chance of overlapping agents. If you need further assistance with setting up or adjusting the call flow, please let me know, and I'd be happy to help.

OK, so you mean, I should also give the Arabic and Russian agent ability to transfer the call to one of the others so to overall set up the abilities that every agent can transfer the call to each other was that your intention in your message or just to keep the ability to the German agent?

@Exideus_Systems Yes, my suggestion is to enable all agents, including the Arabic and Russian agents, to have the ability to transfer calls to one another. This ensures that no matter which language the customer initially chooses or switches to, they can always be connected to an agent who speaks their preferred language. Here's a breakdown of the setup: 1. The initial inbound agent asks for the language preference and transfers the call accordingly. 2. Each language-specific agent (German, Arabic, Russian) confirms the language choice with the customer at the beginning of their interaction. 3. If the customer decides to switch languages during the call, the current agent can transfer the call to the appropriate language agent. By equipping each agent with the ability to transfer calls, you create a flexible and customer-friendly system that can adapt to the customer's needs in real-time. This should help prevent any confusion or overlapping conversations and provide a better experience for the customer. If you need assistance with implementing this setup or have any other questions, feel free to ask.

All right, got you. Don’t you think that there is a bigger risk or opportunity to cause some confusion or errors if every agent has this ability to transfer to another agent? I thought that the lowest risk would be if just the initial inbound agent has the ability to transfer the calls .

@Exideus_Systems You raise a valid point. Having only the initial inbound agent with the ability to transfer calls can indeed minimize confusion and reduce the risk of errors. This approach centralizes the transfer process and simplifies the call flow, which can be especially beneficial in a system where language preferences are clearly stated and do not change frequently after the initial selection. Here's how this could work: 1. The initial inbound agent is responsible for determining the customer's language preference. 2. Once the language is selected, the call is transferred to the corresponding language agent. 3. The language-specific agents focus solely on assisting the customer in their chosen language and do not have the option to transfer the call. This setup relies on the assumption that customers will not change their language preference after being transferred. If you find that language preference changes are rare, this could be the most efficient and least confusing approach. However, if you notice that customers often wish to change languages after the initial transfer, it might still be beneficial to allow language agents to transfer calls. In that case, clear protocols and training should be in place to ensure agents handle transfers smoothly and effectively. Ultimately, the best setup will depend on the specific needs and behaviors of your customers. It's important to monitor the system's performance and be willing to adjust the process as needed to provide the best customer experience. If you'd like to proceed with limiting the transfer ability to the initial inbound agent, I can assist you with that setup.

How would be the most efficient way to track if the transfers were smoothly or to see if there were some errors?

@Exideus_Systems To efficiently track the smoothness of transfers and identify any errors, you can implement the following strategies: 1. **Call Recording and Analysis**: Record calls and periodically review them to assess the transfer process. Look for any points of confusion or delays. 2. **Transfer Logs**: Keep detailed logs of all transfers, including timestamps, agents involved, and any notes on the transfer reason. This data can help identify patterns or recurring issues. 3. **Customer Feedback**: Collect feedback directly from customers regarding their experience with the transfer process. This can be done through post-call surveys or feedback forms. 4. **Agent Feedback**: Regularly gather feedback from agents about the transfer process to understand any challenges they face. 5. **Performance Metrics**: Monitor key performance indicators (KPIs) such as transfer success rate, average handling time, and first-call resolution rate. 6. **Error Reporting System**: Implement a system where agents can report transfer errors or issues as they occur, allowing for real-time tracking and quick resolution. 7. **Quality Assurance**: Have a quality assurance team in place to monitor and evaluate the transfer process, ensuring that protocols are followed correctly. 8. **Technology Monitoring**: Use monitoring tools to track the performance of the technical infrastructure that supports the transfer process, ensuring that there are no system-related issues. By combining these methods, you can gain a comprehensive understanding of how well the transfer process is working and where improvements can be made. Regularly reviewing and analyzing this data will help you make informed decisions to enhance the efficiency and accuracy of call transfers. If you need assistance with setting up any of these tracking methods, please let me know.

Wow, I like the idea to get agents feedback so how does that work?

@Exideus_Systems Gathering feedback from agents is a valuable way to gain insights into the transfer process and identify areas for improvement. Here's how you can set up a system to collect agent feedback: 1. **Feedback Form**: Create a digital form that agents can fill out after a call or at the end of their shift. Include questions about the transfer process, any challenges faced, and suggestions for improvement. 2. **Regular Meetings**: Schedule regular team meetings or one-on-one sessions where agents can discuss their experiences and provide verbal feedback on the transfer process. 3. **Feedback Channel**: Establish a dedicated channel, such as an email address or a messaging group, where agents can send their feedback and report issues as they arise. 4. **Feedback Surveys**: Conduct periodic surveys focused on the transfer process. Use a mix of quantitative and qualitative questions to gather comprehensive feedback. 5. **Incentives**: Encourage feedback by providing incentives for agents who consistently contribute constructive feedback. 6. **Feedback Integration**: Integrate feedback mechanisms into your existing tools or CRM system, making it easy for agents to provide feedback without disrupting their workflow. 7. **Anonymity Option**: Give agents the option to provide anonymous feedback if they prefer, which can encourage more honest and open communication. 8. **Action Plan**: Ensure that there is a process in place to review the feedback, address any issues raised, and implement suggested improvements. Communicate back to the agents about the actions taken based on their feedback to show that their input is valued and effective. By implementing these methods, you can create a culture of continuous improvement and empower your agents to contribute to the betterment of the transfer process. If you need further assistance with setting up a feedback system, please let me know.

OK, this is really funny. Maybe we misunderstood each other. I called my AI assistants that I build and create inside of Vapi as agents. I guess thats bot what you meant but its a good idea though to create such forms etc. Maybe the ai agents could also fill them out.

@Exideus_Systems Ah, I see where the misunderstanding occurred. When referring to AI assistants as "agents," it's indeed a different context than human agents. AI assistants wouldn't be able to provide feedback in the same way humans can. However, you can still monitor and improve AI agent performance through various methods: 1. **Call Analytics**: Use analytics to review the AI agents' interactions and identify any points where customers are frequently transferred incorrectly or where confusion arises. 2. **Error Logs**: Keep logs of any errors or issues the AI agents encounter, such as misinterpretations or incorrect routing, and use this data to refine their decision-making algorithms. 3. **Customer Satisfaction Scores**: After interactions with the AI agent, ask customers to rate their experience. This can be automated and will provide direct feedback on the AI's performance. 4. **A/B Testing**: Test different transfer protocols or dialogue flows with your AI agents to see which performs better in terms of customer satisfaction and efficiency. 5. **Machine Learning**: If your AI agents use machine learning, you can continuously train them with new data from their interactions to improve their language recognition and decision-making capabilities over time. 6. **Simulation Testing**: Before deploying changes, simulate various call scenarios to see how your AI agents handle transfers and identify any potential issues. By using these methods, you can ensure that your AI agents are performing optimally and that the transfer process is as smooth as possible for customers. If you have any specific questions about setting up these monitoring and improvement processes for your AI assistants, please feel free to ask.

Hey @Exideus_Systems To help track down this issue, could you share: - The call ID - When exactly this happened (the timestamp) - What response you expected to get - What response you actually got instead This would really help me figure out what went wrong!