The FAQ AI Agent is designed to handle high-volume informational calls that don't require booking or account management. This agent serves as the first point of contact for general public enquiries, providing instant answers 24/7 without requiring caller authentication.
For AI Voice, the FAQ agent answers incoming calls and provides information based on your configured knowledge base. If the caller needs additional assistance beyond FAQ scope, they can be transferred to a live agent or directed to the appropriate service.
For AI Chat, the FAQ agent can be deployed via SMS or web chat to handle text-based enquiries.
Capabilities
General information
Answer frequently asked questions from your knowledge base
Provide service hours and contact information
Explain policies and procedures
Direct callers to appropriate resources or departments
Service status updates
Real-time service disruption information
Weather-related service changes
Holiday schedule modifications
Emergency notifications
Caller routing
Transfer to live agents when needed
Direct callers to appropriate departments
Provide callback information
Use Cases
The FAQ agent can be configured to handle virtually any informational enquiry. Here are some examples.
Municipal & 311 services
Snow clearing schedules and updates
Waste and recycling collection information
Road closures and construction updates
Park hours and facility information
Permit and licensing enquiries
Utility billing questions
Property tax information
Transit information
Route and schedule enquiries
Fare information
Service alerts and disruptions
Accessibility services information
Lost and found enquiries
Events & facilities
Event schedules and ticketing information
Facility booking enquiries
Program registration information
Venue hours and accessibility
Public health & social services
Clinic hours and locations
Program eligibility information
Appointment scheduling guidance
Resource referrals
Utilities
Outage information and restoration estimates
Billing and payment enquiries
Service start/stop procedures
Conservation program information
Education
School closures and delays
Registration deadlines
Transportation information
After-school program details
Configuring Your FAQ AI Agent
How to set up and customize your FAQ agent's knowledge base.
Adding FAQ content
Your FAQ agent's effectiveness depends on the quality of information in its knowledge base. Work with your Partner Success Manager to configure:
Core FAQs Provide a list of your most common enquiries and their answers. These should cover the majority of typical call volume.
Dynamic information For time-sensitive content (service disruptions, seasonal schedules, event details), the knowledge base can be updated as conditions change.
Best practices
Keep answers concise and conversational
Include variations of common questions
Update seasonal or time-sensitive content proactively
Review call transcripts to identify gaps in coverage
Start with your highest-volume enquiry types