Looking Up Answers During a Call Takes Too Long
Authava's Phone Bot searches your whole knowledge base in moments, even thousands of pages of documents and website content, so callers get their answer while they're still on the line. Nobody has to put the caller on hold to go look it up.
Why Do Calls Take So Long?
The answer to a caller's question usually exists somewhere: a policy document, a price sheet, a page on your website, an email from last month. Finding it during a live call means putting the caller on hold, searching, and hoping you found the current version. Every minute on hold is a minute the caller might hang up, and a minute your staff can't help anyone else.
What Do Businesses Usually Try?
- Putting callers on hold. The caller gets the right answer eventually, after a wait.
- Promising a callback. It avoids the hold, and starts a round of phone tag.
- Sending tough questions to one expert. The answer is right, and that person becomes a bottleneck.
A person looking things up can only search so fast.
How Does Authava Solve It?
The Phone Bot has already read everything you've given it, and searches it by meaning the moment the caller asks.
- Your whole knowledge base. Documents, website pages, Q&A pairs, and authoritative facts, even thousands of pages. See Update Your Bot's Knowledge.
- Search by meaning, not keywords. A caller can ask in their own words, and the bot finds the right answer. See Customers Can't Find Answers in Our Help Content.
- The current version. Must-be-right facts are stored as authoritative text and take priority over older documents. See Our Information Changes All the Time.
- Live lookups in your systems for things documents can't answer, such as an order status or an open appointment time, through your APIs. See MCP Gateway.
- A person when it's needed. If the question needs your team, the bot transfers the call or collects the details. See Only Some Calls Need a Person.
What This Looks Like in Practice
A caller asks whether their warranty covers a part they replaced last year. The answer is in a 40-page warranty document. The Phone Bot finds the right section and answers on the spot, where a person would have needed a few minutes on hold to find it.
Frequently Asked Questions
How much information can the Phone Bot search?
Your whole knowledge base, including documents and website content, even thousands of pages.
Does the caller have to wait while the bot looks things up?
The bot searches your knowledge base by meaning as soon as the caller asks, so most answers come without a hold.
What if the answer isn't in our documents?
The bot can look up live information in your systems through their APIs, or transfer the call or collect the details for your team.
How is this different from putting callers on hold?
The bot already has your information indexed, so it can answer during the conversation instead of after a search.