How to handle rescheduling and cancellations with an AI voice agent
Callers change their plans all the time. An AI voice agent that handles reschedules and cancellations keeps your calendar accurate and frees your team from routine calls.
Step 1. Define your change rules
Decide how late a caller can move or cancel, and what happens outside that window. Write the rules down so the agent applies them the same way every time.
Step 2. Identify the booking first
Ask for the name and the date or time of the existing appointment. Confirm it back before changing anything.
Step 3. Offer new options
When a caller wants to reschedule, offer two or three available slots from your calendar. Too many choices slow the call down.
Step 4. Confirm the change out loud
Repeat the new date and time, or the cancellation, and ask the caller to agree. This avoids confusion later.
Step 5. Keep your calendar in sync
Connect the agent to your scheduling tool through the integrations you have set up, so changes appear right away.
Step 6. Know when to hand off
Send complex cases, such as group bookings or exceptions to your policy, to a person. Our guide on handing off calls explains how.
Step 7. Test the awkward cases
Try callers who give the wrong date, change their mind twice or want a slot that is taken. Adjust the flow until each case ends cleanly.
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
Can an AI voice agent reschedule an appointment?
Yes, when it is connected to your calendar it can offer open slots and confirm the new time with the caller.
What if the caller cancels outside my policy window?
Set a rule for it. The agent can explain the policy or pass the call to your team.
How do I stop double bookings?
Connect the agent to the same calendar your team uses so it only offers slots that are free.
Related
- /blog/how-to-design-a-call-flow-for-an-ai-voice-agent
- /blog/how-to-hand-off-ai-voice-agent-calls-to-a-human
- /blog/how-to-test-an-ai-voice-agent-before-going-live
- /blog/ai-appointment-reminder-calls
- /pricing