Support enablement
Voice AI Support Macros For Post-Launch Issues
After a voice AI agent goes live, the support team needs consistent language for repeated questions and failure modes.
Macros should never ask customers to send call recordings, raw transcripts, PHI, payment details, private customer records, production credentials, API keys, passwords, or one-time codes through ordinary support channels.
Macro Categories
- Missed intent: the AI misunderstood what the caller wanted.
- Incorrect routing: the caller reached the wrong queue, team, or booking path.
- Booking failure: calendar or intake details were incomplete or unavailable.
- Human handoff: the caller asked for a human but did not reach one.
- Payment boundary: the caller tried to provide card, refund, or billing details.
- Transcript mismatch: the transcript appears wrong or incomplete.
- Launch explanation: the customer wants to understand why calls now go through AI.
Safe Macro Structure
- Acknowledge the issue in plain language.
- State the safe boundary and what not to send.
- Ask for only approved non-sensitive fields.
- Route to the correct owner or review path.
- Set expectation that customer-facing wording and workflow changes need owner approval.
Example
The AI appears to have routed the call incorrectly. Please share the call time, intended service, and the public workflow or routing path you expected. Do not send call recordings, payment details, medical information, legal details, passwords, one-time codes, or private customer records in this thread. We will review the routing rule and confirm whether an owner-approved change is needed.
Get The Macro Pack
The 99 USDT Voice AI QA Scenario Pack includes support macros for missed intent, incorrect routing, booking failure, human handoff, payment boundary, transcript mismatch, and launch communication.