Call coach and knowledge gaps

Your assistant gets better when you fix what went wrong on real calls. Ringhum does the reviewing for you. Every call is scored, recurring problems become suggested changes to the instructions, and questions the assistant could not answer are collected so you can add the answers. Nothing changes until you approve it.

How each call is reviewed

After every call, it is reviewed along with its summary. The review gives:

• A quality score from 1 to 10 for how well the assistant handled the call. 10 means the caller got everything they needed, smoothly.
• Up to three issues: specific things the assistant did wrong or could do better. Examples are not asking for the caller's name, giving a wrong or invented answer, talking too much, missing a booking the caller wanted, or promising something it cannot do.
• Unanswered questions: up to three questions the caller asked that the assistant could not answer from what it knew.

Chats on WhatsApp, text messages and the website are reviewed for unanswered questions too.

Spam calls are not scored or coached on, and their questions are not collected.

The score on the call page

Open any call under Calls. The How the assistant did card shows the score out of 10:

Any issues are listed below the score, with a link to See suggestions for your assistant.

Suggestions from your calls

On the assistant's Behaviour tab, the Suggestions from your calls card turns those issues into concrete changes to the instructions. The card header shows the assistant's Average call score over the last 30 days.

How suggestions are made

• Once a week, on Monday morning, each assistant's calls from the past seven days are reviewed together.
• The problems that came up most, or cost the most, such as lost bookings, wrong information or unhappy callers, become up to three suggestions.
• A review needs at least three scored calls, at least one of them with an issue.
• An assistant has at most three open suggestions at a time. New ones are not made until you apply or dismiss some.
• Suggestions never invent business facts such as prices, hours or policies. When a fact is missing, the suggestion tells the assistant to take a message instead of guessing.

Each suggestion shows

• a short title,
• the reason: which calls it helps and why,
• the text it Adds to the instructions,
• links to up to three of the calls it is based on.

Apply or dismiss

1. Read the suggestion and open the linked calls if you want to check.
2. Click Apply to add the sentence to the end of the instructions. It applies from the next call.
3. Or click Dismiss to drop it.

You can edit an applied sentence afterwards in the Instructions box like any other text.

Review my recent calls now

Once the assistant has at least three scored calls in the last 30 days, you can click Review my recent calls now instead of waiting for Monday. It looks at the last 14 days. You can use it once an hour per assistant.

Questions it couldn't answer

When callers ask something the assistant does not know, the question is collected in Questions it couldn't answer. You find it at the top of the knowledge base page: open an assistant, go to the Knowledge tab and click Manage documents. The Knowledge tab also shows a link such as "3 questions it couldn't answer" when there are open ones.

The list shows the most asked questions first. Repeated questions are grouped into one. When Semantic search on shows on the knowledge base page, questions with the same meaning are grouped, so "Do you have parking?" and "Is there parking nearby?" count as one; otherwise only questions with the same wording are. Each question shows how many times it was asked, when it was last asked, and a link to See the call. Questions asked three times or more are marked Asked often.

Add the answer

1. Type the answer in the box under the question, or click Suggest an answer for a draft.
2. A suggested answer only uses facts you have already written down. Where a fact is missing, it leaves a placeholder in square brackets, such as [opening time]. Replace every placeholder.
3. Click Add as FAQ.

The answer is saved as an FAQ on the Company page, and the assistant knows it from the next call. If callers keep asking the same question after it has been answered, it comes back to the list so you can improve the answer.

If a question does not matter to you, click Not relevant to remove it from the list.

A routine that works

1. Once a week, open each assistant's Behaviour tab and apply or dismiss the new suggestions.
2. Answer the top questions under Questions it couldn't answer.
3. Open two or three calls with a low score and read the transcript.
4. Make a test call to check that the change had the effect you wanted.

Troubleshooting

"Suggestions appear once the assistant has had a few calls." The assistant has no scored calls from the last 30 days yet. Coaching starts once it has at least three.

"No suggestions right now. Your assistant is handling calls well." Nothing stood out on the recent calls. New suggestions can appear after the next weekly review.

"Already reviewed recently. Try again in an hour." Review my recent calls now can be used once an hour per assistant.

"Fill in the parts in [brackets] first." The answer still contains a placeholder in square brackets. Replace it with the real fact, then click Add as FAQ again.

I cannot see Apply or Add as FAQ. Your role can view but not change this assistant or the knowledge base. Ask an owner, admin or member of the workspace.