| Can you clarify what capabilities are available in the staging environment, and how closely it mirrors production for testing purposes? |
|---|
| Backchanneling / Agent Speech Quality |
| We’ve noticed the agent uses filler language (e.g., “um,” “uhh”) quite frequently, which makes interactions sound unnatural. Are there controls or configurations available to reduce or optimize this behavior? |
| Voicemail Detection Accuracy |
| We currently have voicemail detection enabled, but it does not appear to be fully reliable. In several cases where a voicemail is reached, the call ends with agent_hangup or user_hangup. |
| Can you provide examples or guidance on how voicemail detection outcomes should be handled and validated? |
| Scalable Solution Feedback |
| We’ve designed a scalable approach for our implementation. Can we walk through our solution with your team to get feedback and identify any opportunities for improvement or optimization? |
| API-Based Testing in Staging |
| Is it possible to execute and validate staging tests via API, specifically using conversation flow or response engine configurations? If so, what is the recommended approach? |
| Transfer Agent & IVR Handling |
| For transfer scenarios involving IVR systems, we are currently using a workaround. Are there recommended best practices or native solutions for handling IVR navigation more effectively? |
Hi Kkean,
Great questions. Here is what I have found when testing agents and then sending them into production.
- Yes, you can toggle this setting on and off so that there are no filler words used. Where you find it depends on the agent type that you are setting up.
- When conducting outbound and facing voicemail boxes, you can write into your system/global prompt the different voicemail queues and when to exit. The auto detection might not catch everything or know how to navigate past options such as a prerecorded message or an IVR system.
- I have found that the transcriptions are fairly accurate. You can use a post processing system in order to figure out your rate of success when dealing with voicemails. Any SOTA LLM will work just fine!
- I am happy to discuss with you if you’d like
- Yes, it is possible to conduct backtesting using the API. First, you have to create the test cases and success metrics, then you can push those to the API and have it run your tests and send back results. I would again recommend using an LLM in order to create the test cases as well as the scripts that communicate with the API.
- There is a native button pressing feature that Retell has integrated in order to navigate IVR. You can also connect custom scripts to help your agent navigate this most effectively.
Happy to answer any follow ups!
Thanks,
Buddy
Im wanting to set up trigger based sms outreach. For example: if customer books an appointment on calender or crm, then 1 hour before send a appointment reminder, after appointment ask for google reveiw. Is this possible by adding sms to the voice agent or would I need to create a chat agent?
You would need to add sms to your phone number and then you can add that node. Another alternative is to use a third party texting service and add a tool that calls a webhook to make the text send from the third party service.