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AurionAI

Talk to a person

3 min readBy Emmanuel Yazbeck

You can ask the assistant to pass your call to a person at any time. Your organization decides if a person can take calls and where the call goes.

Prerequisites

None. You can ask for a person before or after you prove who you are.

Ask for a person

[Screenshot to come: The hand-over in three stages: the caller asks for a person, the assistant checks who is available, and the caller talks to a person or the assistant offers a ticket]
Illustration: what happens when you ask for a person.
  1. Say that you want to talk to a person, for example "Can I talk to someone?".
  2. The assistant says: "Please hold while I try to connect you." You hear soft music while the person's phone rings. When the person answers, the music stops and you hear nothing for a short time, usually less than half a minute. Stay on the line.
  3. When a person answers, the assistant first gives the person a short summary of your problem, so that you do not have to start from the beginning. You do not hear this summary. Then you hear your organization's transfer message.
  4. Talk to the person.

The assistant can also offer a person itself, for example when it cannot do what you ask, or when it does not understand you after a few tries.

Result

You are talking to a person from your support team.

If nobody is available

If nobody can take your call, the assistant tells you, and asks if you want it to create a support ticket so that someone can call you back.

  • Say "yes" to create the ticket. Listen to the ticket number and write it down.
  • Say "no" if you do not want a ticket. You can call again later.

Some organizations do not pass calls to a person at all. The assistant then offers a ticket instead.

If something goes wrong

  • The call ended during the transfer. Call again. If the assistant created a ticket, give its number.
  • The assistant cannot create a ticket for you. This happens when it does not know who you are. Prove who you are first, then ask for a ticket. Read Prove who you are by phone (employees) or Prove who you are by phone (customers).
  • You call an IT support line where your organization does not check identity by phone. The assistant cannot create a ticket for you. Ask for a person, or call back later.

Still stuck? Submit a request or .