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AurionAI

Call the support line

3 min readBy Emmanuel Yazbeck

When you call your organization's support number, an AI assistant answers. You talk to it in normal sentences, like you talk to a person.

Prerequisites

  • The support number that your organization gave you.
  • A phone with a keypad. On some lines the assistant asks you to type digits on the keypad.
  • A quiet place, if possible. Background noise makes it harder for the assistant to understand you.

What happens during a call

[Screenshot to come: A phone call in five stages: the caller calls the support line, the assistant greets the caller, the caller proves who they are, the assistant searches the help articles, and the problem is reported as a ticket]
Illustration: the usual stages of a call to the support line. Your call can skip some stages.
  1. Call the support number that your organization gave you.
  2. Listen to the greeting. Your organization chooses the greeting. If your organization records calls, the greeting can also tell you that the call may be recorded.
  3. Say what you need. If the line handles both IT support and customer service, the assistant can ask whether your question is about IT support or about a customer account.
  4. Answer the identity questions. The assistant asks who you are before it looks at or changes anything about you. The questions depend on your organization:
  5. Get help. Depending on what your organization allows, the assistant can:
    • search your organization's help articles and guide you through a fix step by step;
    • report your problem as a ticket and tell you the ticket number;
    • tell you the status of your tickets;
    • pass you to a person.
  6. Finish the call. When the assistant has helped you, it asks if there is anything else. Say that you are done. The assistant says goodbye but does not hang up, so hang up yourself. The assistant ends the call itself only after a failed identity check, or when you ask it to. To make the assistant end the call, say "end this call".

You can talk while the assistant speaks. It stops and listens. The opening greeting and a few short messages, for example while the assistant transfers you, are the exception: let them finish.

Result

You got an answer, a fix, a ticket number, or you are talking to a person.

If something goes wrong

  • The assistant did not understand you. Say it again in other words, a little more slowly. Give one detail at a time, for example the name of the application and what happens.
  • The assistant answers in the wrong language. Ask it to speak your language, for example "Can you speak French?". Read Speak your language.
  • The assistant cannot help with your request. Ask for a person. Read Talk to a person.
  • The call ended suddenly. Call again. Your ticket is not lost if the assistant already told you its number.

Still stuck? Submit a request or .