Do the AI receptionists see the Call ID?

[guzzitech]

Specifically, if the AI Receptionist transfers a call to a ring group... if I set that ring group to transfer the call back to the AI if they don't pick up, does the AI Receptionist have the wherewithal to see that the call coming back to them is the same caller they transferred shortly before?

I ask this because in my rollout, so far, I have a second AI Receptionist with the same name but her prompt is basically to take a message for the caller and that message gets emailed to the intended callee. While this works, it's not very scalable as we have ~20 businesses where each business is a department in a single tenant.

I suppose I could just keep this second AI Receptionist and then have her handle all the ring-backs across all departments and just expose her to a larger group of users.

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My boss is pushing AI hard and while I don't agree with this I still have to do it. Personally, I don't see what's wrong with the IVRs we have already... they literally do the same thing as the AI but don't require hours upon hours of baby sitting and adjustments.

 

[nikolascx]

Hi Dear @guzzitech
Call ID you mean the Caller ID? the incoming caller number?
Yes of course. The AI Agent has access to it.

If it Remembers? It depends how the call is transferred back.

• If the AI transfers, and the destination does not answer and sends back a busy, the call will return and the AI will remember.
• If it is transferred in a way as if it is new call, (like destination no answer from a Ring group) it will not remember. (The AI will treat it as a new interaction). We are working on something in this direction but currently it is a new interaction.

For scalability, I would probably avoid creating one fallback AI per business unless each business needs very different wording, rules, or email routing. A better approach may be to have one shared “message-taking” AI and expose it to the relevant users/departments, provided the prompt can clearly identify who the caller was trying to reach and where the message should go.

That said, I understand the frustration. A well-built IVR is predictable, easy to troubleshoot, and does not need constant prompt tuning. But do not despair. Once the prompt is ready, you will not touch it often.

AI is useful when callers say things in different ways, ask for people by name, or need more flexible handling. But for simple routing, an IVR does the job.

Use the AI Receptionist where natural-language routing adds value, but keep the fallback path simple and deterministic. For missed transfers, use a dedicated message-taking flow rather than depending on the original AI remembering the previous transfer.

Still - I do not see the traditional ivr taking messages, sending emails, speaking different languages without recording hundreds of prompts, doing fuzzy search, and speaking in natural language. A human used to do this before. Make it for 1 business first and start simple.

And then expand to the others. If you need help come here.

God bless

 

[guzzitech]

Nice. Ok. So I'm on the right track.