How to handle accessibility questions with an AI voice agent
Someone who asks whether your door has a step is deciding whether to come at all. Give your AI voice agent exact, confirmed answers and a clear way to reach a person for everything else.
Why these questions matter
Accessibility questions come before the visit, not after. A wrong answer sends a person to a place they cannot enter. A vague answer sends them to a competitor. Because the stakes are personal, the agent should state only facts you wrote down and say so plainly when it does not know.
What callers ask
Is there a step at the entrance? Is there a ramp or a lift? Is there parking close to the door, and is it free? Can a service animal come in? Is the restroom on the same floor? Is there a quieter time of day? Can someone help me fill in a form? Can I bring a carer with me?
Write the facts once, in plain words
Walk the route yourself, from the street to the counter. Note every step, door width you can describe, slope, lift and floor. Put each fact in the knowledge base as a short sentence. If you are not sure, write that you are not sure and name who can confirm.
What to capture
The caller's need in their own words, the date of the planned visit, a phone number and a preferred way to be contacted. Do not ask about a diagnosis or medical condition. Ask only what you need to prepare the visit.
Mistakes to avoid
Saying a place is accessible because it has a ramp when the ramp is steep. Guessing about parking. Asking why the person needs the information. Offering a promise a staff member cannot keep on the day.
Offer a person, not a script
Always give the option to speak to someone who can describe the space in more detail. Many callers prefer that, and it costs you one transfer.
Example: a wheelchair question
Caller: Hi, I use a wheelchair. Is there a way into your shop without stairs?
Agent: Thanks for asking. The main door is at street level with no step, and the aisle inside is wide enough for most chairs. I don't have details about the back room. Would you like me to ask someone from the team to call you and describe it?
Caller: Yes please, I'm coming Thursday.
Agent: Great. What's your name and the best number for that call?
What it costs
InfiVoice bills by credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits. Pro costs $79 per month and includes 250 credits.
Frequently asked questions
Should the agent describe things it is unsure about?
No. Tell it to say it does not have that detail and offer a call from your team.
Can it ask the caller about their condition?
It should not. Instruct it to ask only about what the visit requires.
How often should I update the facts?
Whenever something physical changes, such as works at the entrance or a lift out of service.
Can the agent take a request for assistance on the day?
Yes. It can record the request and pass it to the person on duty.
Related
- /blog/how-to-handle-directions-and-location-questions-with-ai
- /blog/how-to-prepare-a-knowledge-base-for-an-ai-voice-agent
- /blog/how-to-take-messages-with-an-ai-voice-agent