Short answer
You train FirstNet AI Receptionist on your own content: PDFs, documents, website URLs and FAQs. Setup follows a four-step wizard, and FirstNet's voice engineers work through it with you before the service goes live.
In detail
The four steps:
- Create: set up an AI Receptionist extension on your Managed Cloud PBX.
- Customise: choose the voice, tone, persona and languages callers will hear.
- Train: load your knowledge base of documents, website pages and FAQs.
- Test and publish: run sample calls, confirm escalation rules, then go live.
To prepare, list the top reasons people call you, decide which intents should always go to a person, and write five to ten test scenarios. FirstNet works from a knowledge-base checklist covering your documents, intent list, escalation rules and voice selection, and designs the routing for IVR, queues, after-hours and overflow at the same time.
Before sign-off, user acceptance testing confirms that the AI Receptionist is live and escalating correctly. After go-live, quarterly service reviews cover AI minute usage and any planned re-training of the knowledge base, so answers stay current as your business changes.
Source: FirstNet Cloud PBX & Unified Communications service page →
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