How to set up PASCOM AI Agents

This guide explains how to set up and configure AI agents in your PASCOM cloud phone system.

The PASCOM cloud phone system AI agents are designed to answer calls and intelligently interact with callers or customers. This is achieved using a set of predefined prompts, enabling automated and efficient handling of customer inquiries. Integrating AI agents simplifies the call distribution process and enhances service quality through fast and consistent responses.

Creating a New AI Agent

To create a new AI agent, access your PASCOM cloud phone system admin UI and follow these steps:

1. Navigate to Call Distribution.
2. Click on AI Agents.
3. Select Add to create a new agent.

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 Save & Details to access advanced settings.

Defining AI Agent Settings

Here you can configure more specific AI Agent settings as well as configuring prompts which define the data extraction. These are crucial for effective interaction between the AI agent and your 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.

The AI prompt is how you define the AI Agent tasks and behaviour. A precise and concise prompt formulation is highly recommended.

Once the labels and prompts have been defined, your agent is fully configured.

How does the AI Agent work? – The caller leaves a message that is very similar to a voicemail. The audio file is then converted into text using Speech to Text AI transcription. After that, the AI agents handle data extraction and generate a summary of the call which is then displayed in the PASCOM Apps.

Deploying the AI Agent

To activate the AI agent, assign it to a team. Once assigned, the AI agent will work according to its configuration and handle incoming calls.

In the PASCOM apps, you can view the data processed by the AI agent within the call history. You can find detailed instructions on how in the app handbook here.