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General Information

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

Answer: Verbex is an AI-powered voice assistant platform that helps businesses automate customer interactions across multiple channels like phones, websites, and apps. It enables tasks such as answering queries, booking appointments, and providing customer support using advanced machine learning and customizable settings.

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2. How are Verbex AI agents different from traditional call center solutions?

Answer: Verbex AI agents offer:

  • 24/7 Availability: Operate without breaks or downtime.
  • High Scalability: Manage unlimited interactions simultaneously.
  • Customization: Tailor behavior prompts, language, and integrations.
  • Data-Driven Optimization: Learn and improve based on real-time analytics.

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3. Do your AI agents support multiple languages?

Answer: Yes, our AI agents support Bengali, English, and Japanese.

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4. What industries benefit most from Verbex?

Answer: Any industry with call center operations, including:

  • Healthcare: Appointment booking, reminders, patient support.
  • Retail: Order inquiries, product recommendations, loyalty programs.
  • Finance: Account-related queries, fraud detection, alerts.
  • Education: Enrollment assistance, academic FAQs.
  • Hospitality: Reservations, check-in support, feedback collection.

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Platform and Setup

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5. How do I upload my company information?

Answer: Provide basic information when creating an agent; for detailed information, use the Knowledge Base.

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6. What file formats are supported for AI training?

Answer: PDF and DOC files.

Answer: Yes, websites can be used as knowledge bases.

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8. How do I customize AI behavior and tone?

Answer:

  • Behavior Prompt: Define interaction styles (e.g., friendly, professional, authoritative).
  • Welcome Message: Personalize greetings to match your brand.
  • Advanced Settings: Fine-tune response creativity and verbosity.

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Features and Functionality

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9. Can the AI handle both FAQs and complex queries?

Answer: Yes, Verbex AI supports:

  • FAQs: Provides instant answers from the Knowledge Base.
  • Complex Queries: Engages in dynamic conversations and integrates with APIs for real-time data retrieval.

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10. How does Verbex handle customer complaints?

Answer: AI agents can create support tickets or escalate to human agents.

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11. Can I use Verbex for customer surveys?

Answer: Yes, AI agents can conduct surveys by:

  • Asking structured questions.
  • Adjusting dynamically based on responses.
  • Collecting and analyzing response data.

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12. How does AI support lead generation?

Answer:

  • Lead Qualification: Asks targeted questions.
  • Data Capture: Logs customer details into CRMs.
  • Proactive Engagement: Initiates outbound calls or follow-ups.

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13. Does AI adapt to interactions over time?

Answer: Yes, through:

  • Machine Learning Updates: Improves responses based on interaction patterns.
  • Knowledge Base Expansion: Updates frequently asked but unanswered questions.
  • Performance Analytics: Refines responses through real-time data insights.

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14. Can Verbex automate upselling or cross-selling?

Answer: Yes, AI agents:

  • Provide contextual recommendations based on user interactions.
  • Use predefined rules to suggest relevant services.
  • Offer advanced integrations with CRM and e-commerce platforms.

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Live Reporting and Decision-Making

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15. What live reporting capabilities does Verbex offer?

Answer:

  • Real-Time Dashboard: Tracks active conversations, call durations, and user sentiment.
  • Call Logs: Access detailed records of interactions.
  • Custom Reports: Generate tailored insights.
  • Alerts & Notifications: Set up key performance alerts.

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16. How does real-time data support decision-making?

Answer:

  • Immediate Awareness: Monitor call volumes and trends.
  • Performance Optimization: Adjust responses based on live insights.
  • Customer Experience Enhancement: Adapt services in real-time.

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17. Can AI and human agent performance be monitored live?

Answer: Yes, track AI accuracy, response times, and agent effectiveness.

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18. Does live reporting provide critical issue alerts?

Answer: Yes, alerts can notify teams via email or in-platform notifications.

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19. How quickly does dashboard data update?

Answer: Real-time updates with minimal delay (typically a few seconds).

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Dashboard and Integration

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20. What insights are available on the dashboard?

Answer: Track active conversations, response times, user sentiment, and call volume trends.

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21. Can I customize reports to fit my business needs?

Answer: Yes, via built-in tools or API integrations.

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22. How do I integrate Verbex with my existing tools?

Answer: Use our API documentation to configure endpoints and authentication for seamless data exchange.

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Financial Benefits

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23. How does Verbex reduce operational costs?

Answer:

  • Automates tasks to reduce human agent dependency.
  • Handles high volumes simultaneously.
  • Optimizes support efficiency.

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24. Can Verbex reduce complaint resolution expenses?

Answer: Yes, by automating common complaint responses and escalating complex cases.

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25. How does the platform improve lead conversion rates?

Answer:

  • Engages prospects instantly.
  • Qualifies leads through dynamic conversations.
  • Automates follow-ups.

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26. Does 24/7 AI support lower costs compared to human agents?

Answer: Yes, by reducing staffing costs and operating continuously without breaks.

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27. How does Verbex scale efficiently?

Answer: AI scales without increasing proportional costs, unlike human-based systems.

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AI and Human Agent Collaboration

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28. Can AI handle calls only when human agents are busy?

Answer: Yes, AI can serve as a backup to manage overflow calls.

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Security and Support

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29. How does Verbex ensure data security?

Answer:

  • Industry-standard authentication and authorization.
  • Multi-tenancy for data separation.
  • Roadmap includes compliance with regulatory requirements (e.g., HIPAA).

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30. What support options are available?

Answer:

  • Help Center: Self-guided troubleshooting.
  • Email Support: Direct assistance.
  • Dedicated Account Manager (for enterprise clients).

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Technical Integration

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31. How do we connect AI agents with our call center system?

Answer: Through SIP trunking and PBX integration.

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32. How do we integrate our CRM with Verbex?

Answer: Configure HTTP API endpoints in the console.

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33. Can the system collect live website data?

Answer: No, website data is only collected once when added to the Knowledge Base.

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Fine-Tuning

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38. What data is needed for custom AI fine-tuning?

Answer: Call recordings, knowledge base documents, and example conversation flows.

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39. When does a company need custom fine-tuning?

Answer: Based on the scope of required optimizations.

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40. How long does fine-tuning take?

Answer: Typically 3-4 weeks, depending on the scope.

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