How to handle older and hard-of-hearing callers with an AI voice agent
Callers who are older, hard of hearing or simply not at ease on the phone need time, not speed. A voice agent that waits, repeats and offers a person is a better receptionist for them than one built for fast talkers.
What these calls sound like
Long pauses before answering. "Sorry, could you say that again?" asked three times. A caller who answers a different question from the one asked, or who holds the phone away and speaks to someone beside them. None of this is a failure on their side, so the agent should never treat it as one.
Slow the pace, not the content
Set the agent to speak a little slower and leave a longer gap before it assumes the caller has finished. Keep each turn to one question. "What day suits you?" works better than "What day and time would you like, and is it for you or someone else?"
Repeat without sounding annoyed
When asked to repeat, the agent should say the same thing in fewer, simpler words rather than the same sentence louder or faster. Write this into the instructions: on a second repeat request, shorten and slow down, and on a third, offer to have a person call back.
Confirm important details twice, gently
Dates, phone numbers and addresses are where mistakes happen. Have the agent read the detail back in small groups and ask "Is that right?" before moving on. This matters more here than on an ordinary booking call.
Do not hurry them off the line
Avoid phrases that signal a time limit. The agent should not say "Is there anything else?" after every answer. Let the caller finish and close the call only when they do.
Offer a person early
Make the human option easy and unembarrassing. "I can ask someone to call you back, would that be easier?" Some callers prefer a person, and a quick transfer or callback request respects that.
Watch for confusion that is not about hearing
If a caller seems unsure who they have called or what they need, the agent should state your business name once, calmly, and offer a message or callback. It should not give medical, legal or financial guidance to fill the gap.
Example: a caller who asks for repeats
Caller: Hello? Sorry, I didn't catch that.
Agent: No problem. This is the front desk at Harbour Dental. How can I help you today?
Caller: What? Say that again.
Agent: This is Harbour Dental. Do you want to book an appointment?
Caller: Oh, yes, but I can't hear you very well.
Agent: That's fine. I can ask someone from the team to call you back so you can talk with them directly. Shall I take your number?
What it costs
InfiVoice bills by credits and one credit equals 60 seconds of call time. Slower calls use more minutes, so check your credit use after the first week. The Free plan includes 100 credits. Pro costs $79 per month and includes 250 credits.
Frequently asked questions
Can I make the agent speak more slowly?
Yes, adjust the voice and pacing in the agent settings and test with a real call before going live.
What if the caller keeps asking for a repeat?
Shorten the sentence on the second repeat, then offer a callback or a person on the third.
Should I record who the caller is calling for?
Ask once. Many older callers phone on behalf of a spouse or relative, so capture both names.
Does a slower agent cost more?
Longer calls use more credits, since one credit is 60 seconds. Test a few calls to see the typical length.
Related
- /blog/how-to-handle-unclear-audio-and-bad-connections-with-an-ai-voice-agent
- /blog/how-to-hand-off-ai-voice-agent-calls-to-a-human