Frequently Asked Questions

Will my business data be used for training the underlying AI models?

No, your data is not used to train any of the underlying models. This relates to not only your internal knowledge sources (e.g. documentation) used for configuring the AI agent, but also the actual conversations between your customers and Stellar.

How does Stellar decide when to hand off calls to a human agent?

We have developed a number of proprietary hand off policies (also called guardrails) for common scenarios and circumstances where you might prefer a human agent to take over. Stellar's AI agent can intelligently determine when its own knowledge or access to your systems is insufficient to properly assist a customer. As part of our service, we also work together with you to develop an additional set of hand-off policies specifically tailored to your business and use case, giving you exact control over when to transfer to a human agent. These policies can be easily reconfigured, so that they remain in sync with your constantly evolving business needs.

Stellar also supports handling cases where no human agents can assist within a reasonable amount of time, such as after office hours or busy peaks. For such cases, Stellar can be configured with either a no-hand-off policy or can allow the user to schedule a call back based on your provided availability.

How does hand-off to a human agent work?

As Stellar can integrate with your existing call center infrastructure (through SIP) and ticketing system, your human agents taking over the escalated phone call can continue to work with the tools they are already using. When Stellar's AI determines hand-off to a human agent is preferred based on your hand-off policies, we redirect the customer to your existing phone support queue so that a human agent can assist them further. Relevant details already gathered by Stellar's AI agents, such as topic identification, call call summary and authentication details, can be surfaced in your preferred ticketing system.

Which types of customer inquiries can Stellar's AI agents manage?

Stellar's AI agents can autonomously handle a wide range of customer inquiries, going much further than traditional automated phone support systems while offering a better customer experience. Common inquiries which Stellar can autonomously support include performing account updates, providing status updates (e.g. for orders), answering billing questions, supporting users with site navigation, and answering general information requests. For more complex issues or topics you might not yet want Stellar to handle, it can seamlessly transfer the customer to a live agent while providing relevant conversation history for a smooth hand-off.

Which languages can Stellar support in customer conversations?

Stellar's platform uses a combination of multiple AI models, which support over 50 different languages. Although Stellar's AI agents have access to any of these languages for conversations with a customer, our current product has until now mainly been optimised and tested for English and Dutch speaking customers. Interested in a demo in your preferred language? Get in touch! We're committed to expanding our language coverage.

Frequently Asked Questions

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