Will my customers know they are talking to an AI assistant?
Yes. The assistant introduces itself as your business's assistant at the start of every chat and call, and it does not pretend to be a person. Anyone who would rather speak to a person can ask to.
What happens if it gets something wrong or does not know the answer?
It answers only from the information you have approved, and when a question falls outside that it takes the person's details and passes the conversation to you rather than guessing. You can read every conversation, so if an answer needs improving we correct the knowledge it works from. That is why the monthly review is part of the service.
How does it learn about my business?
We build its knowledge with you: your services, prices, areas, hours, policies and the questions customers ask most. You approve that information before the assistant goes live, and we update it whenever something changes. It does not make up answers from elsewhere.
Can it transfer a caller to me?
Yes. During setup we agree when the phone assistant should transfer a call to you or a colleague, for example when the caller asks for a person or the matter is urgent. If you cannot answer at that moment, it takes the details and makes sure you have them.
What happens out of hours?
You decide. The assistant can answer during your working hours, outside them, or both. We agree with you what it should say and do when you are closed, such as taking details for a call back or offering the next available appointment.
What if a caller has an emergency?
The assistant is not an emergency service. We agree with you in advance what counts as urgent for your business and what it should do, whether that is transferring the call to you or giving your out-of-hours number. Where someone's safety is at risk, it tells them to contact the emergency services.
Can I listen to the calls?
Every call the phone assistant handles comes with a written summary and a full transcript you can read. Calls can also be recorded so you can listen back, and if recording is used, callers are told at the start of the call. We agree with you whether recording is right for your business.
Is it GDPR compliant?
The assistant collects only what is needed to deal with the enquiry, such as a name, a number and the reason for getting in touch. You remain responsible for your customers' data and we handle it on your behalf, under a written agreement that sets out how it is stored and protected. We take you through this at setup, including what your privacy notice should say.
Does it work with my calendar?
The assistant books into a calendar we set up with your availability, and it only offers the times you have made available. If you already use a booking system or diary app, we check at your assessment how the two can work together before you commit.
Can it take payments or deposits?
The assistants are there to answer questions, take details and book appointments. They do not take card details in a chat or over the phone. If deposits matter to your business, mention it at your assessment and we will talk through the options.
What does the voice sound like?
The phone assistant uses a natural, clear voice, and you choose the voice with us during setup. You hear it on test calls before it goes live, and if it does not feel right for your business, we change it.
How long does setup take?
Most of the time goes into gathering and approving the information your assistant works from, so it depends partly on how quickly we can sit down together. We give you a realistic date at your assessment, and the assistant only goes live once you have tested it and are happy.
How many conversations or calls does the price cover?
Each assistant includes a monthly allowance of conversations or call minutes, which we confirm with you before you sign up. We also tell you in advance what happens if you regularly go beyond it, so there are no surprises on your bill.
Can I have just one of the assistants?
Yes. Each assistant works on its own. Many businesses start with the one that matches where they lose most enquiries, the phone for trades and busy practices, the website chat for businesses found online, and add the other later.
Do I need a new website for the chat assistant?
No. The chat assistant can be added to most existing websites with a small piece of code. If you take reputation management or Google Business Profile management, a website is included and the chat assistant fits straight into it.
Do I have to change my phone number?
The phone assistant works with the number your customers already know. How it connects depends on your current phone provider, and we check this with you at your assessment before anything changes.
Is VAT included, and how long is the contract?
We confirm the VAT position and the contract terms with you, in writing, before you sign up. Nothing is charged until you have agreed them.
Can I cancel?
Our cancellation terms are set out in writing before you sign up, so you know exactly where you stand from the start. If you have a question about them, ask at your assessment and Michael will answer it directly.
