We are testing the new AI Customer Service Agent in V20 Update 10 for first-line technical support.
3CX has confirmed that the current 10-second silence timer is fixed. I’d like to suggest making this timer configurable per AI Agent.
Use case
Our Customer Service Agent is being used for Level 0 / Level 1 technical support before handing the caller over to a technician.
During troubleshooting, the AI may ask the caller to perform a task and wait for the result. Many normal support tasks take longer than 10 seconds, for example:
For short pauses this is fine, but during troubleshooting the caller is often actively following the AI’s instructions and simply needs more time.
The repeated check-ins can interrupt the caller while they are carrying out the requested troubleshooting and make the interaction feel unnecessarily rushed. After three or four check-ins, it can also become quite annoying for the caller.
Suggested improvement
Allow the silence/check-in timer to be configured per AI Agent.
For example:
This would make the Customer Service Agent much more suitable for guided technical troubleshooting while still allowing shorter timers for reception or other conversational use cases.
3CX has confirmed that the current 10-second silence timer is fixed. I’d like to suggest making this timer configurable per AI Agent.
Use case
Our Customer Service Agent is being used for Level 0 / Level 1 technical support before handing the caller over to a technician.
During troubleshooting, the AI may ask the caller to perform a task and wait for the result. Many normal support tasks take longer than 10 seconds, for example:
- restarting a PC
- restarting an terminal device
- restarting an application
- checking a printer
- moving to another workstation or device
- waiting for equipment to reconnect
For short pauses this is fine, but during troubleshooting the caller is often actively following the AI’s instructions and simply needs more time.
The repeated check-ins can interrupt the caller while they are carrying out the requested troubleshooting and make the interaction feel unnecessarily rushed. After three or four check-ins, it can also become quite annoying for the caller.
Suggested improvement
Allow the silence/check-in timer to be configured per AI Agent.
For example:
- configurable timeout such as 10 / 20 / 30 / 60 seconds
- ability to disable the check-in
- ideally, allow the AI to temporarily suspend or extend the silence timer when it has explicitly asked the caller to perform a task and wait
This would make the Customer Service Agent much more suitable for guided technical troubleshooting while still allowing shorter timers for reception or other conversational use cases.
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