AI Receptionist acknowledging nicknames, aliases, etc.

[snewman77]

I've synced my MS365 Users and for a few users, they go by their middle name or a nickname that a caller might know. The AI Receptionist doesn't recognize these requests because it doesn't match their 3CX name exactly.. I've attempted the following:

Adding #Lookup Rules to the prompt with known nicknames or aliases for certain users.
Adding Routing Topics to the AI receptionist call routing
Adding the alias and nickname information to the Knowledge documents for the AI Receptionist.

I've tested all these methods with nonsense keywords (purple elephant) and I can verify the AI receptionist can see the knowledge, prompt, or topic routing, but if it's a name it just seems to ignore it. I don't really want to change the user's name in 3CX because the reverse problem could happen where a caller references the official name and it's looking for the nickname.

Other than this, my prompt is mostly default other than allowing callers to reference an extension for dialing. But if there are any tips for adjusting the prompt or another way to achieve this I'd be grateful.

 

[KyriacosS_3CX]

Hi, in the prompt or knowledge source, are you mapping the nickname to real name or nickname to extension?

In any case, the below prompt addition worked in a quick test:

{{#allowed_search}}
Caller may provide a nick name instead of real persons name. Use the map below to convert and then use `resolve_handoff_destination` on the real name.
Nickname, Real Name
Kokos, Liam Jones
Cool Dude, Roland West
{{/allowed_search}}

U10 - Beta, OpenAI, realtime 1.5, gpt 5.5 / 5.6 worked.

Note, calling and asking for "Cool Guy" matched "Cool Dude" so be weary

 

[snewman77]

Thank you, this worked, and also confirmed the prompt is the best place to handle this. I appreciate it.