Understanding Fallbacks

Fallbacks are what happens whenever the AI runs into a situation that it doesn't know how to handle. This could be something like the contact giving a gibberish answer, sending photos, which the AI can't understand, or something unexpected happening in the conversation. When this happens, the AI will, by default, stop responding to the contact, add a tag called "fallback_reached", and there will usually be an entry added to the fallback section of the portal!

Fallbacks can also potentially happen whenever the AI fails to book an appointment, such as the booking function failing, and when this happens our system will add a fallback_reached tag in this instance as well.

To solve for this sort of thing, you can set up a workflow that notifies a team member to come and take over whenever the fallback_reached tag is added!

The Fallback Section

Whenever a fallback happens, it is added to the fallback section in the Capri portal.

Here you're given information about each fallback event, with information about the agent that triggered it, the time of the fallback, what the AI was going to say, etc. and you can click on the details button for each occurrence for more specific information!

To help train the AI to handle fallbacks better, you can also use the "acknowledge" or "reject" actions here, denoted by the check and x buttons in the actions section. What this does is tell the AI if the fallback was correct, and it should've reached a fallback there, using the "acknowledge" button, or if the fallback was wrong, and it shouldn't have reached a fallback there and sent the message through, using the "reject" button. Training the AI like this will help the AI be more accurate in the future, and help prevent incorrect fallbacks going forward!