What is generative AI?
Generative AI is a type of artificial intelligence that can understand a request and create a response in natural language, the way a person would. Instead of following a fixed script, it builds each answer based on what the caller says.
How does it learn to speak?
Generative AI is trained on a very large amount of text. From this, it learns how language works: which words usually go together, how a question is phrased and what a helpful answer looks like. It doesn't memorise answers. It learns patterns, then uses them to put together a new response each time.
How does Sandra use it during a call?
When a customer calls your dealership, Sandra follows four main steps:
She listens. Speech recognition turns the caller's voice into text.
She understands. The AI works out what the caller needs, for example booking a service, speaking to a salesperson or asking about opening hours.
She checks your settings. Sandra follows the information and rules set up for your dealership: opening hours, categories, transfer contacts and appointment rules.
She answers. She builds a response and says it out loud with a natural voice, then creates a ticket so your team has a full summary of the call.
What this means for you
Sandra adapts to each caller. Two customers asking the same question may not hear exactly the same words, but the information they receive stays the same.
Your settings guide her answers. Keeping your opening hours, categories and transfer contacts up to date is the best way to make sure Sandra gives the right information.
Like any person, she can occasionally misunderstand. A poor phone line, background noise or an unusual request can lead to an incorrect answer. If you notice one, let us know through the chat with the call details, and our team will review it and adjust Sandra's instructions if needed.
Good to know
Sandra doesn't make decisions on her own outside the rules defined for your dealership. When she can't help with a request, she takes a message or transfers the call according to your settings.