AI Behavior Issues

If your AI receptionist is not behaving the way you expect, this guide covers the most common issues and how to fix them.

"The AI is saying the wrong thing"

The AI's responses are based on what you have configured in Settings > Agent > AI Knowledge. If the AI is giving incorrect information:

1. Go to Settings > Agent.
2. Check the three AI Knowledge fields:
   • Services Offered -- Is the service the AI mentioned correctly listed? Is something listed that should not be?
   • Current Specials and Promotions -- Is there an expired promotion the AI is still mentioning? Remove it and save.
   • Special Instructions -- Are there conflicting instructions? For example, "always offer a free consultation" and "we charge $50 for consultations" would confuse the AI.
3. Update the fields and click Save & Update AI.
4. Make a test call to verify the fix.

Changes take effect immediately

After clicking Save & Update AI, the very next call uses the updated information. There is no delay.

"The AI doesn't know my hours"

The AI uses the business hours you configure to determine its greeting and availability messaging.

1. Go to Settings > Agent > Business Hours.
2. Verify that each day has the correct open and close times.
3. Check that days you are closed are toggled off.
4. Save your changes.

If you recently changed your hours (e.g., holiday schedule), make sure you updated the settings. The AI cannot detect schedule changes on its own.

"The AI is too robotic"

If callers are commenting that the AI sounds unnatural:

• Voice selection -- Try a different voice in Settings > Agent > Voice. Preview voices before switching.
• Greeting -- If your AI's opening line sounds stiff, update it in Special Instructions. For example: "Greet callers warmly and conversationally."
• Contact support -- If you have tried different voices and greetings and callers still find it robotic, email support@ozyops.com. We can review your AI configuration and suggest adjustments.

"The AI hangs up too early"

If the AI is ending calls before the conversation is complete, this usually happens due to silence detection. The AI interprets long pauses as the caller hanging up.

Common causes:

• The caller was put on hold or was talking to someone else in the room.
• The caller paused to look up information.
• Background noise was interpreted as silence.

What to do: Contact support@ozyops.com with the specific call ID (visible on the call detail page). We can review the call and adjust silence timeout settings for your account.

"The AI gives wrong information"

AI language models can occasionally generate information that sounds plausible but is incorrect (sometimes called "hallucination"). To minimize this:

1. Keep your Services list accurate and up to date. The AI refers to this list when answering questions about what you offer.
2. Remove expired promotions. If a deal ended, delete it from the Promotions field immediately.
3. Use Special Instructions for firm rules. For example: "Do not quote prices. Tell callers to contact the office for pricing." This prevents the AI from guessing.
4. Review call transcripts regularly. Spot-checking transcripts helps you catch issues early.

The AI is not perfect

While the AI handles the vast majority of calls correctly, it may occasionally make mistakes. Regular transcript review is the best way to catch and correct these issues.

"The AI is not transferring calls"

If emergency or staff transfers are not working:

1. Go to Settings > Transfers and verify your phone numbers are correct.
2. Make sure the transfer number is reachable (not a disconnected or incorrect number).
3. Check that staff transfers are available on your plan (Essential or Professional).
4. Try calling the transfer number directly from your phone to verify it rings.

If the numbers are correct and calls still are not transferring, contact support@ozyops.com with the call ID.

"Callers are complaining about the AI"

If you receive complaints from callers about the AI experience:

1. Find the specific call. Look it up in Dashboard > Calls by phone number or time.
2. Read the transcript. Identify exactly what went wrong.
3. Determine the cause:
   • AI gave wrong info → Update AI Knowledge settings.
   • AI was confusing → Simplify your Special Instructions.
   • AI could not handle the request → This may be a scenario that needs human handling. Consider adding a transfer option.
4. Email support@ozyops.com with the call ID and a description of the issue. We can help tune the AI for specific scenarios.

Common Fixes Checklist

Problem	First Thing to Check	Where
Wrong service info	Services Offered field	Settings > Agent
Expired promotion mentioned	Promotions field	Settings > Agent
Wrong business hours	Business Hours settings	Settings > Agent
AI not transferring	Transfer phone numbers	Settings > Transfers
AI sounds robotic	Voice selection	Settings > Agent > Voice
AI hangs up early	Silence timeout	Contact support
AI gives wrong info	Special Instructions	Settings > Agent

When to Contact Support

If you have checked your settings and the issue persists, email support@ozyops.com with:

• Your business name
• The call ID (from the call detail page)
• A description of what went wrong
• What you expected to happen

Our team will review the call and help resolve the issue. Response time: 4 hours during business hours.