*** Contact Recognition & Contextual Greeting for AI Receptionist
A
Amir Harouni
How It Works:
First-Time Call Handling:
When an unknown caller dials in, the AI receptionist asks for their name, email, and other necessary details.
The AI then stores this information and links it to the phone number.
Optional: The AI could also ask if they’d like to receive text confirmations or updates.
Subsequent Calls – Smart Recognition & Context Awareness:
When the same phone number calls back, the AI automatically recognizes them and greets them by name (e.g., “Hi John, welcome back! How can I assist you today?”).
The AI can retrieve prior conversation history or stored contact fields (e.g., last service requested, previous appointment details, customer type, or notes).
Intelligent Call Flow Based on Contact Data:
- If the contact previously provided an email, the AI can offer to send follow-ups there instead of asking for it again.
- If the caller had a previous unresolved issue, the AI could prioritize escalation or provide relevant updates.
- VIP clients or repeat callers could be given personalized routing (e.g., sent straight to a live agent).
Benefits of This Feature:
✅ Removes Repetition & Caller Frustration – Customers won’t have to repeat the same details on every call.
✅ Creates a Personalized Experience – AI can greet by name and reference past interactions.
✅ Speeds Up Call Handling – Calls are resolved faster because less time is spent collecting redundant information.
✅ Improves Business Professionalism – Feels like a real receptionist who “remembers” customers, making interactions smoother.
✅ Better Lead Tracking & CRM Integration – This feature could sync with a CRM, updating customer records automatically.
Log In
A
Aspida Group
YES please!!!!
K
Kevin Howard
Step 1: Paste This at the Top of Your Agent Goals in the Prompt Area
Use this exact prompt to ensure your agent is handling contacts and past calls correctly. Feel free to tweak it as needed:
MANDATORY STEP – DO NOT ASK ANY QUESTIONS BEFORE UPDATING ALL CONTACT FIELDS BELOW:
Always welcome the person calling by their first name. {{contact.first_name}} then immediately proceed to confirm all of the following contact fields:
- Caller's First Name: {{contact.first_name}}
- Caller's Last Name: {{contact.last_name}}
- Caller's Phone: {{contact.phone}}
- Caller's Email: {{contact.email}}
The call summary should only be used if the caller asks about questions related to previous calls: {{contact.call_summary}}
Step 2: Update Contact Fields (Directly Below the Prompt Area!)
Make sure these fields are included in the UPDATE CONTACT FIELD section right below the prompt area.
A
Amir Harouni
Kevin Howard Thank you for the suggestion. From what I understand, the challenge is that when the AI answers a call, it can only perform WRITE functions—updating fields or data. It doesn't have the ability to READ existing information, which means it can’t identify the caller by name before the greeting or even during the conversation.
K
Kevin Howard
Amir Harouni it can read custom values no problem.