AI Receptionist drops call at 02:30

[rlg]

Hello,

Running AI Receptionist on v20u9.

Conversation with some callers last longer than others, especially when the AI Receptionist collects some specific informations.

Everytime, when the conversation reaches 2 minutes, the AI Receptionist says that it has some difficulties to understand the caller's request. Even if the conversation runs flawlessly at this time.
And, if the conversation reaches 02:30, it is instantly dropped, even if the AI Receptionist, or the caller, was currently speaking.

I almost use the default prompt, with some additions for required informations.
I tried to drop the Not Collaborative chapter from the prompt, but it did not help.

Is it a known issue ?
What's the workaround ?

Thank you very much !

 

[rlg]

Note that, even if it did not make sense at a first sight, as we never know, increasing the Maximum Call Duration of the AI Receptionist from the default 7 minutes to 60 minutes did not help at all.

 

[BrunoI_3CX]

Hello @rlg

Please note that the AI Receptionist has internal mechanisms to detect when a conversation is not progressing toward a meaningful action, such as transferring a call, sending a message, or ending the call.

This behavior is independent of the Maximum Call Duration option, which explains why increasing this setting does not necessarily prevent the reported call disconnection.

Since you mentioned that you have modified the default AI Receptionist prompt to collect additional information, we would recommend reviewing these instructions to ensure that the AI Receptionist is not required to collect all the requested details before proceeding with an action.

For example, you may consider allowing the AI Receptionist to proceed with partial information when appropriate, rather than requiring every field to be completed before transferring the call or sending a message.

Additionally, could you please confirm whether the same behavior occurs when testing with the default AI Receptionist prompt, without any modifications?

 

[rlg]

Hello @BrunoI_3CX,

Thank you very much for your detailed answer, which really helps !

note that the AI Receptionist has internal mechanisms to detect when a conversation is not progressing toward a meaningful action

For sure, as the timings are always the same, 02:00 (warning) and 02:30 (call drop), these are the internal mechanisms which are interfering.
Which also concur with the fact that whatever the prompt modification I test, it does not help.

we would recommend reviewing these instructions to ensure that the AI Receptionist is not required to collect all the requested details before proceeding with an action

you may consider allowing the AI Receptionist to proceed with partial information when appropriate, rather than requiring every field to be completed before transferring the call

We ask for basic information, but almost everytime the internal mechanisms trigger, the caller is trying to give a license plate. Sometimes it works absolutely smoothly, but sometimes the caller and the AI Receptionist do not understand each other, making the conversation going around in circles on this license plate, over 02:00 minutes, and over 02:30, where the call is dropped...

I could ask the AI Receptionist to give up on informations collection if it's too difficult with the caller.
However, do we perhaps have some kind of leverage on these internal mechanisms ? Or are they fixed, without any influence criteria / possibility ?

could you please confirm whether the same behavior occurs when testing with the default AI Receptionist prompt, without any modifications?

I could test and report back, but as the AI Receptionist will not ask for additional information, the conversation should not last over 02:00, and as such should not trigger the internal mechanisms.

I indeed faced the fact that, if you have routing topics almost identical, for example :
- brand new car purchase
- used car purchase
you have, in the prompt, to indicate AI Receptionist to ask the caller whether it is for a brand new car or an used car, otherwise, it may not ask, and the call would almost reach the wrong queue...
Hence the prompt additions regarding information collection...

Thank you again !