Training your AI Agent in Dial.Plus is key to ensuring accurate, helpful, and on-brand conversations with every caller. While Dial.Plus provides powerful tools to set up and manage your agent, its success ultimately depends on how well you prepare it with the right knowledge, behavior, and tone.
Below are our top recommendations to train your AI Agent for optimal performance.
Define the Agent’s Role and Objective
Before configuring your agent, be clear about:
- Its primary role – e.g., customer support, lead qualification, appointment scheduling
- Its main goal – e.g., resolve billing inquiries, collect user feedback, or qualify sales leads
Tip: Keeping your agent’s scope focused improves performance. Agents with a clear purpose deliver more consistent and reliable results than those with vague or overly broad responsibilities.
Provide High-Quality Knowledge
Your agent can only answer what it knows. Use the Knowledge section to add:
- Links to Help Center articles or relevant web pages
- Documents such as product manuals, pricing sheets, or internal policies
- Custom Text for specific messaging or detailed responses
- Reused Knowledge from other agents to maintain consistency across teams
Tip: Keep your knowledge base up to date. Regularly review and update it as your products, services, or policies evolve.
Set Clear Behavior Guidelines
In the Behavior section of your agents, define how your agent should interact:
- Opening message: Start with a strong, friendly introduction
- What to avoid: List off-limits topics, phrases, or questions - and how the agent should redirect or respond
- Examples: Include good vs. bad response examples to clarify tone and intent
- Use Enhance with AI to improve your guidelines with smart suggestions
Align the Agent’s Personality with Your Brand
Make your agent feel like part of your team by customizing:
- Name and profile picture to reflect your brand’s style
- Primary language to match your audience
- Voice that sounds natural and appropriate
- Tone (Professional, Friendly, or Enthusiastic) to suit your brand’s personality
Optimize Call Settings
Control how conversations flow using call settings:
- End call timeout – Set a limit for how long the agent should wait during silence
- Turn timeout – Define how long to wait for a caller’s reply
- Max conversation duration – Avoid lengthy or unproductive calls with a time cap
Test and Iterate
Training doesn’t end after setup. To continuously improve:
- Make test calls to simulate real scenarios
- Review call recordings to identify gaps or confusion
- Refine your Knowledge and Behavior settings based on actual interactions
- Make incremental updates regularly - small tweaks can have a big impact
Prioritize the Customer Experience
A well-trained agent should:
- Respond clearly and confidently
- Stay consistent in tone and language
- Avoid overcomplicating conversations
- Respect the caller’s time by staying focused and efficient
Example: A SaaS company sets up an agent with the role of Technical Support and the goal of helping customers with login issues. They upload a troubleshooting guide, set up polite redirection for off-topic questions, choose a friendly voice, and adjust timeout settings. After a few test calls, they refine responses to common password reset issues - leading to faster resolutions and happier customers.
By following these best practices, you’ll equip your AI Agent to handle calls with confidence, represent your brand professionally, and deliver an excellent experience to every caller.