General Information

  1. What is Verbex, and how does it work?

Answer: Verbex stands for Personalized Intelligent Assistant, a platform designed to help businesses create AI-powered voice assistants that simulate natural human conversations. Verbex works by combining advanced machine learning with customizable settings to automate tasks such as answering queries, booking appointments, or providing customer support. Whether you’re a business owner or a technical professional, Verbex simplifies interaction management across multiple communication channels like phones, websites, and apps.

  1. How are your AI agents different from traditional call center solutions?

Answer: Verbex AI agents are like Humanized agents which have the ability to empathize, sound human. Verbex’s AI agents stand apart because they are:

  • Always Available: Operate 24/7 without breaks or downtime.

  • Highly Scalable: Handle an unlimited number of interactions simultaneously.

  • Customizable: Behavior prompts, language, and integrations are tailored to your needs.

  • Data-Driven: Learn and improve based on real-time analytics.

For non-technical users, this means more consistent service and lower costs. For technical users, it offers seamless integration with APIs and other tools for complex workflows.

  1. Do your AI agents support multiple languages?

Answer: Yes. the agent is capable of handling Bengali, English and Japanese

  1. What industries can benefit most from your platform?

Answer: any industry which requires call center operations to manage your customer interactions can use our platform. Verbex is designed for flexibility and can serve virtually any industry. Here are a few examples:

  • Healthcare: Automate appointment booking, send reminders, and provide patient support.

  • Retail: Handle order inquiries, product recommendations, and loyalty programs.

  • Finance: Answer account-related queries, detect fraud, and send alerts.

  • Education: Assist students with enrollment and answer academic FAQs.

  • Hospitality: Manage reservations, provide check-in support, and collect feedback.

From small businesses to large enterprises, any organization that values efficiency and better customer experiences can leverage Verbex effectively.

Platform and Setup

  1. How do I upload my company information to the platform?

Answer: while creating an agent, you can provide basic company information in your prompt but for detailed company information always provide it in the knowledge base.

  1. What file formats can I upload to the platform for AI training?

Answer: You can upload PDF and Doc files on the platform. 

  1. Can I integrate my website links into the platform for AI training?

Answer: Yes, you can use your website as a knowledge base.

  1. How do I customize the behavior and tone of AI agents?

Answer: Customizing the behavior and tone of Verbex’s AI agents is simple and intuitive, making it accessible for both technical and non-technical users:

  • Behavior Prompt: You can set up a detailed prompt that defines how the assistant should interact. For example, you can instruct it to be friendly, professional, or authoritative depending on your brand’s voice. Example: “You are a professional yet empathetic assistant for a healthcare clinic. Your tone should be warm and supportive.”

  • Welcome Message: Personalize the greeting to align with your organization’s style and the type of service you’re offering. Example: “Good afternoon! Welcome to [Your Company]. How can I assist you today?”

  • Advanced Settings: For technical users, features like Temperature and Response Length allow fine-tuning the assistant’s creativity and verbosity, ensuring its responses fit your brand’s tone.

Both technical and non-technical users can easily modify these elements via the Console’s user-friendly interface.

Features and Functionality

  1. Can the AI handle both FAQs and more complex queries?

Answer: Yes, Verbex AI is designed to handle both:

  • FAQs: The assistant leverages the Knowledge Base to provide quick, accurate responses to common queries. For example, questions like “What are your business hours?” or “What is your return policy?” are addressed seamlessly.

  • Complex Queries: Verbex can also engage in more sophisticated interactions, such as checking schedules, resolving customer complaints, or integrating with APIs to fetch data dynamically (e.g., retrieving account details or booking appointments).

Non-technical users can rely on prebuilt Knowledge Bases, while technical teams can integrate external APIs for handling advanced use cases.

  1. How does the platform manage customer complaints?

Answer: You can create agents which can handle the customer support which can create tickets for customer complaints tickets or call forward to human agents for complaints.

  1. Can I use the platform for conducting customer surveys?

Answer:Absolutely! AI agents can conduct customer surveys efficiently:

  • Automated Questionnaires: You can configure the assistant to ask structured questions and record responses in real time. Example: “How satisfied are you with our service on a scale of 1 to 5?”

  • Personalized Follow-Ups: The assistant can adjust questions dynamically based on previous answers, ensuring relevant and meaningful surveys.

  • Data Collection and Analysis: The platform logs all responses, allowing you to review and analyze data to gain actionable insights.

Non-technical users can select survey templates for ease of setup, while technical teams can customize surveys for unique workflows.

  1. How does the AI help in generating and managing leads?

Answer:Verbex AI assists in lead generation and management by engaging potential customers and collecting relevant information during interactions.

  • Lead Qualification: The AI asks targeted questions to qualify leads, such as their requirements, budget, or preferences, ensuring high-quality prospects are captured. Example: “Can I know your preferred service package or budget range to suggest the best options for you?”

  • Data Capture: It records essential customer details (e.g., name, email, phone number) and logs them into your CRM or database for follow-up.

  • Proactive Engagement: Verbex AI can initiate conversations through outbound calls or messages to nurture leads, reminding them of offers or scheduled follow-ups.

Non-technical users can leverage prebuilt lead-generation templates, while technical users can integrate the AI with CRMs for streamlined lead management.

  1. Does the AI adapt to customer interactions over time? Answer:Yes, Verbex AI continuously improves based on customer interactions.

  • Machine Learning Updates: The AI learns from patterns in customer queries and feedback, refining its responses and improving accuracy over time.

  • Knowledge Base Expansion: Frequently asked but unanswered questions can be added to the Knowledge Base, ensuring future interactions address these queries effectively.

  • Performance Analytics: Insights from the Dashboard and Call Logs help refine prompts, tones, and tools, making the assistant more effective with every interaction.

Users can select several LLM models and also fine-tune behavior using data-driven insights to ramp up the performance of the Agent.

  1. Can the platform automate upselling or cross-selling opportunities? Answer: Yes, Verbex AI is equipped to handle upselling and cross-selling opportunities dynamically during conversations:

  • Contextual Recommendations: The assistant identifies opportunities based on the customer’s current query or past behavior. Example: “You’ve booked a cleaning service. Would you like to add teeth whitening at a 20% discount?”

  • Predefined Rules: For non-technical users, the Console allows setting simple rules to suggest relevant products or services automatically.

  • Advanced Integrations: Technical users can link the AI to CRM or e-commerce platforms for personalized recommendations based on customer history or preferences.

This automation boosts sales while ensuring a seamless and conversational experience for customers.

Live Reporting and Decision-Making

  1. What live reporting capabilities does your platform provide?

Answer: The platform offers comprehensive live reporting tools that allow you to monitor your AI assistant’s performance and user interactions in real time. These capabilities include:

  • Real-Time Dashboard:

    • View live metrics such as the number of active conversations, call durations, and user satisfaction rates.

    • Performance graphs provide immediate insights into conversation trends, call volume, and response times.

  • Call Logs:

    • Access detailed, real-time records of ongoing interactions.

    • Monitor individual conversations to track agent performance and address potential issues promptly.

  • Customizable Reports:

    • Generate reports tailored to your needs, such as call success rates, user sentiment analysis, or agent availability.

  • Alerts and Notifications:

    • Set up notifications for key performance indicators, ensuring you’re always aware of critical changes or anomalies.

These tools allow you to stay informed and make data-driven adjustments to improve your assistant’s efficiency and user satisfaction. L

  1. How can real-time data help with quick decision-making?

Answer:Real-time data provides actionable insights that enable faster and more informed decisions, helping businesses adapt to changing circumstances. Here’s how it helps:

  • Immediate Awareness:

    • Live metrics such as active conversations, user sentiment, and response times allow you to spot trends and identify issues as they happen.

    • Example: If call volumes spike unexpectedly, you can deploy additional resources or optimize agent workflows immediately.

  • Performance Optimization:

    • Analyze ongoing interactions to identify gaps or inefficiencies in your assistant’s responses and make instant adjustments to prompts, tools, or knowledge bases.

  • Enhanced Customer Experience:

    • Real-time insights help you respond proactively to user needs, such as adjusting appointment availability or prioritizing high-value leads.

  • Quick Problem Resolution:

    • By monitoring live call logs and metrics, you can address operational challenges like delayed responses or incorrect routing before they escalate.

With real-time data, your decisions are always grounded in the latest and most accurate information, ensuring swift and effective outcomes. Let me know the next question!

  1. Can I monitor AI and human agent performance live?

Answer: the platform allows you to monitor the performance of AI agents in real time through the Dashboard and Call Logs:

  • AI Agent Performance:

    • Track metrics like active conversations, response accuracy, user satisfaction scores, and call completion rates.

    • Analyze live interaction data to assess how effectively the AI is handling queries and identify areas for improvement.

This live monitoring capability ensures that all interactions, whether managed by AI or humans, meet performance standards and deliver a high-quality customer experience.

  1. Does live reporting support alerts for critical issues?

Answer:Yes, live reporting includes alerts for critical issues. Notifications can be sent via email or within the platform for key metrics like high call volumes or low satisfaction scores, enabling quick action to resolve issues. Let me know the next question!

  1. How quickly does the data update on the live dashboard?

Answer: The data on the live dashboard updates in real time or with minimal delay, typically within a few seconds. This ensures you always have the most current insights to monitor performance and make timely decisions. Let me know the next question!

Dashboard and Integration

  1. What insights are available on the basic dashboard?

Answer: The basic dashboard provides real-time insights into the number of active conversations, user satisfaction scores, call volume trends, and agent performance metrics like response times and success rates. It offers a quick and clear overview of key performance indicators to help monitor and manage system efficiency.

  1. Can I customize the reporting dashboard to fit my business needs?

Ans:Yes, the platform provides detailed data via APIs, allowing you to create fully customized dashboards that suit your business requirements. While the built-in dashboard provides key metrics, the API access enables you to build additional dashboards with tailored insights, integrate data with third-party visualization tools, and organize reports to align with specific goals. This flexibility ensures you have complete control over how your performance data is displayed and utilized

  1. How do I integrate the platform’s API with my existing tools?

Answer: Integrating the platform’s API with your existing tools is straightforward. Use the API documentation to understand endpoints, authentication methods, and data formats. Configure the API in your tool by providing the necessary credentials (e.g., API keys) and mapping the data fields to match your system. Once set up, the API enables seamless data exchange and functionality between the platform and your tools.

Financial Benefits

  1. How does the platform reduce overall operational costs? Answer: The platform reduces operational costs by automating repetitive tasks, eliminating the need for 24/7 human agents, and handling high volumes of interactions simultaneously. Its real-time reporting and customizable AI assistants improve efficiency, minimize errors, and reduce the resources required for customer support, ultimately optimizing your operational expenses. 

  2. Can the platform help save on complaint resolution expenses? Answer: Yes, the platform helps save on complaint resolution expenses by automating responses to common issues, reducing the workload on human agents. AI assistants handle routine complaints quickly and accurately, minimizing resolution times and allowing human agents to focus on complex cases. This reduces staffing costs and improves overall efficiency in managing complaints. 

  3. How can using the platform improve lead conversion rates? Answer: The platform improves lead conversion rates by engaging prospects instantly with personalized interactions, qualifying leads through targeted questions, and automating follow-ups. By providing consistent, timely responses and upselling opportunities, the platform ensures potential customers receive the right information to make decisions, increasing the likelihood of conversions.

  4. Does 24/7 AI support reduce costs compared to human agents? Answer: Yes, 24/7 AI support significantly reduces costs by eliminating the need for around-the-clock human staffing. AI assistants handle high volumes of interactions simultaneously, operate without downtime, and require no additional resources for training or overtime, providing consistent service at a fraction of the cost of human agents. 

  5. How does the platform scale without proportional cost increases? Answer: The platform scales efficiently by leveraging AI assistants that can handle unlimited interactions simultaneously without requiring additional staffing. Unlike human-based systems, increasing usage does not result in proportional cost increases, as the AI infrastructure remains consistent regardless of call or query volume. This scalability ensures cost-effective growth as your business expands.

AI and Human Agent Collaboration

  1. Can the AI agent handle calls only when human agents are busy? Answer:  Yes, the AI agent can be configured to handle calls only when human agents are busy. It acts as a backup, ensuring no calls are missed during peak times or high call volumes. This setup helps balance workloads and provides uninterrupted support to customers. 

Security and Support

  1. How does the platform ensure the security and privacy of my data?

Answer: We use industry standard authentication, and authorization in our platform with multi-tencancy. So each customer’s data is securely stored in our system. We also have a feature in our roadmap where customers can opt-out storing call logs, recording etc in our system to meet regulatory requirements e.g. HIPAA.

  1. What customer support options are available if I face issues? Answer: The platform offers multiple customer support options, including:

  • Help Center: Access detailed documentation and FAQs for self-guided troubleshooting.

  • Email Support: Submit queries to the support team for assistance.

  • Dedicated Account Manager (if applicable): For enterprise clients, a dedicated manager is available for personalized support.

These options ensure prompt and effective resolution of any issues you encounter. 

Technical Integration

31. How do we connect the agents with the  existing call center system?

Answer: We expose a SIP trunk/endpoint that acts as a gateway to our system. If the customer’s existing PBX is hosted in the same IPTSP, then the integration is very simple, the customer’s PBX just need to send a SIP INVITE request to our SIP endpoint to establish the call.

Inbound call flow:

  1. The user initiates a call, which is routed to the Customer PBX.

  2. The PBX forwards the call to our Asterisk in the BracNet datacenter. This asterisk will be the entry point for all traffic to our system.

  3. Asterisk continues or terminates the call based on the processed input and sends responses back to the PBX.

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Outbound Calls

  1. Our system triggers an outbound call based on its programmed logic or user interaction.

  2. The call is routed to our Asterisk.

  3. Asterisk then dials the end-user’s phone number. Note: the end user will receive a call from Hishab’s long-code from BracNet.

32. How do we integrate our CRM with Verbex?

Answer: From our console, customers can setup Tools to communicate with any external system e.g. ERP, CRM etc over HTTP. We provide some builtin tools e.g. sending email, checking and booking calendar, etc. Custom tools (HTTP API endpoints) can also be configured by the customer itself from the console. We only support HTTP protocol for custom tools right now.

33. Can the system collect live information from websites?

Answer: No, when the customer adds a website in a knowledge base, we only collect the data from that website only once while adding it into the knowledge base. If a customer wants to sync the changes to a knowledge base, it needs to be removed and added again.

34. How to prepare the knowledge base?

Answer: Customers can upload PDF, Docx, txt, and image in the knowledge base. Our intelligent Generative AI based algorithm automatically converts it to a format suitable for knowledge base internally. It can even read tables, images embedded in the document.

35. How to collect call records and analysis data from Verbex?

You can use our API to retrieve the call records and analysis from our platform.

36. Can we generate outbound calls via CSV files?

This is a planned feature in our roadmap. It’s not available right now, but it will be soon.

37. How do we generate automatic outbound calls from our CRM/ERP?

The customer needs to call our API to generate outbound calls automatically.

Fine Tuning

38. How does Hishab want the data for Custom LLM Fine tuning purpose?

For effective finetuning, existing call recordings, any knowledge base documents and example conversation flow is needed.

39. When does a company need Custom fine tuning?

It depends on the scope of the finetuning. Typically, existing call recordings and example conversation flow is needed.

40. How long does it take for Custom fine tuning of LLM?

Depends on the scope, typically 3-4 weeks.

Monitoring And Analysis