Instructions for Activating and Using AI Features in Gincore

The artificial intelligence in Gincore is designed to automate and simplify your customer interactions. Call recognition, sentiment analysis, and automatic ticket creation are just a few of its capabilities. Follow these instructions to activate and make the most of AI features.

1. Activating AI

1. Go to the "More" menu and select "Settings" .
2. Scroll down to the "AI (Beta)" section.
3. Check the box next to "call handling".
4. Click "Save".

Once activated, all new completed calls meeting the criteria will be processed.

2. Adding AI Credits

1. Go to the "Choose Plan" menu.
2. Scroll down to the "Add AI Credits" section.
3. Select the desired credit amount (minimum of 10).
4. Click "Buy", choose a payment method, and complete the purchase.

Processing one call requires a minimum balance of 0.20 AI credits.

3. Using AI Features

Processing New Calls

For all completed calls recorded via API, the system automatically:

• Identifies call conflict levels.
• Generates a summary and description of the conversation.
• Adds mentioned devices to the "AI" category.
• Sets a callback date if an operator promises to follow up.
  
  

Processing Previously Recorded Calls

1. In "AI settings (Beta)", find the "Send Calls to Handle" block.
2. Specify the number of calls to process.
3. Click "Send message". The system will analyze the latest recordings first.
   
   

4. Filtering and Managing Calls

Use filters in the call list:

• Conflict Calls for quick access to problem cases.
• AI Text for searching call descriptions.

Manage devices added automatically to the "AI" category:

• Move them to the appropriate categories or delete unnecessary ones.
  
  

5. Use Cases

1. Conflict Call Notifications
   If a client expresses dissatisfaction during a call, the system notifies the manager, allowing proactive resolution before a negative review. For example, a complaint about a delayed order can be addressed with compensation or expedited service.
2. Simplified Ticket Processing
   A client calls to inquire about repair costs. AI records the details—device, issue, and agreed cost. A ticket is created instantly, saving time.
3. Callback Scheduling
   If a client requests a callback, the system automatically sets the date and time, ensuring you don't miss a lead.
4. Sentiment Analysis
   If a client sounds irritated or dissatisfied, the system flags the call for attention. Managers can review the summary, understand the issue, and follow up.
5. Adding Devices from Calls
   If a client mentions a device, like "Samsung fridge," the system adds it to a special category. You only need to refine details or reassign the category.
   
   

6. Improving Call Recognition Quality

Encourage staff to clearly mention:

• Device model and brand.
• Costs, deadlines, and other key details.
• Callback specifics (e.g., "call back tomorrow at 10:00 AM").

Clear communication helps the system interpret data accurately.

7. Frequently Asked Questions

What if AI misinterprets a call?

• Review the call description and listen to the recording if needed.
• Remember, AI is an assistant, not a perfect tool. Your input improves accuracy.
  
  

How much does call processing cost?

Call processing costs depend on duration:

• Minimum billing is for 30 seconds.
• One minute of recording costs 0.0198 AI credits.
• Additional text analysis adds 120–200% to the cost.
  
  

8. Quick Access to Instructions

Each system section features a blue "i" button for quick access to these instructions.

If you have questions or suggestions, contact support via chat. Gincore continues to evolve to simplify and improve your work!