Having the possibility of an AI chat specialized in CallStream to answer your questions and solve your issues can significantly reduce the time for you to get help. Even in cases where ATLAS cannot solve your issue, letting it do an initial triage and collect the relevant information before transferring you to an agent will enable us to help you more efficiently.
To maximize the probability of having a productive interaction with ATLAS we recommend you follow some basic "best practices":
1. Describe the issue in detail from the beginning.
Similar to what you would do when raising a ticket. When there are ambiguous terms, add context for clarity (account number, phone number, etc)
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✅ "I need to change out of hours message for the Christmas period" ❌ "Change message" |
2. If ATLAS doesn't understand your question, rephrase it.
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"Why one phone doesn't ring?" ATLAS: "Can you please provide more details or ask differently?" ✅ "The main phone 01234 567890 has just stopped ringing, we have checked the phone and the wires but nothing has moved or happened. Please check the line." ❌ "Why one phone doesn't ring?" |
3. If you are offered buttons, use them.
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ATLAS: "Just to confirm - are you requesting to cease a number?" (Yes) (No) ✅ <<Press the (Yes) button>> ❌ "I'm asking about ceasing a number" |
4. Don't demand an agent without letting ATLAS try to solve your issue.
ATLAS is trained in some complex common scenarios and can check things in the backend and perform changes. You would be surprised!
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ATLAS: "How can I help?" ✅ "I have an issue with phone 01234 567890." ❌ "I need an agent" |
5. Always review the related articles suggested by ATLAS.
6. Don't panic!
We know that ATLAS is not perfect, and we are 100% dedicated to improving it. If ATLAS cannot help you, and you confirm with the buttons that the solutions provided didn't help, it will eventually transfer you to an agent.
Comments
2 comments
Hi there
How many lines do we have? I see we are being charged for 8 lines for ISDN30 Could you help me to identify those lines?
Regards
Paul
HI Paul,
Our telephone line is not working, need call forwarding.
Thanks, Khurshid
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