How to confirm names, phone numbers and emails with an AI voice agent
The details most often misheard on a call are names, phone numbers and email addresses. A short confirmation step in your agent instructions fixes most of them.
Step 1. Decide which details need confirming
Phone numbers and email addresses always do. Names do when the spelling matters, for example for a booking or a record. Skip confirmation for details that do not affect the follow-up.
Step 2. Ask for one detail at a time
Have the agent ask for the number, wait, then ask for the email. Stacked questions lead to partial answers.
Step 3. Read it back in small groups
For phone numbers, the agent can read digits in groups and ask "is that right?". Writing this into the instructions gives callers a natural pace to correct you.
Step 4. Ask for spelling only when needed
For an unusual name or an email address, ask the caller to spell it, then repeat the spelling back. Keep it to the details that matter.
Step 5. Offer a second try
If the caller says it is wrong, the agent should ask again calmly and read back once more. After two tries, it can offer a callback or a different way to share the detail.
Step 6. Test with real accents and names
Call your agent and give it names, numbers and an email address in your own voice and with a colleague's. Read the transcript to see what was captured.
What it costs
InfiVoice bills in credits, and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month with 250 credits.
Frequently asked questions
Why does an AI voice agent mishear emails?
Emails mix letters, numbers and symbols that sound alike on a phone line. Reading back and spelling out the tricky parts solves most cases.
Should the agent confirm every detail?
Only the ones your team needs to be right. Too many confirmations slow the call down.
How can I check what was captured?
Read the call transcript after test calls and after real ones.
Related
- /blog/how-to-capture-caller-details-with-an-ai-voice-agent
- /blog/how-to-take-messages-with-an-ai-voice-agent
- /blog/how-to-handle-unclear-audio-with-ai-voice-agent
- /blog/how-to-review-ai-voice-agent-call-transcripts
- /pricing