What “training” means here
Training Vulcan Voice means configuring its saved business knowledge, policies, presentation and delivery preferences, then testing how it applies them. The current setup is not a model fine-tuning console. Reviewing a recording or telling the agent something during a test call does not automatically rewrite the company's saved knowledge.
Use Knowledge → Frequently asked questions and business knowledge for reusable answers. Use the dedicated service, pricing and booking fields for their respective policies. Put special conversation guidance in Special instructions rather than scattering it through every answer.
Write answers like an experienced CSR
Start with the customer's question, give the useful answer, and explain the next step. Keep answers short enough to speak naturally. Include the condition that changes the answer, such as service area, equipment type or whether the office is open.
Question: Can you give me a price over the phone?
Answer: [Approved explanation of fees and what requires an on-site assessment.] Do not estimate a repair total that has not been approved. Ask what service the caller needs and offer the configured next step.
Question: Can I book for today?
Answer: Check supported live availability before offering a time. When live booking is unavailable, capture the request for the office without promising a same-day visit.Replace bracketed placeholders with your approved business information.
Replace the fee placeholder with your real policy. Avoid entering customer records, payment details, passwords or private employee information into general-purpose business knowledge.
Keep instructions consistent
Resolve contradictory versions rather than expecting the model to pick one. For example, do not say “free estimates on all work” in an FAQ while the pricing field specifies a diagnostic fee. Define estimate and diagnostic appointments separately. Name the owner and review date in your internal change log, not in every spoken answer.
Prefer specific instructions such as “answer the service question, then ask for the next missing intake detail” over “always stay on script.” Do not instruct the agent to ignore safety, identity checks, a requested human handoff or explicit customer corrections.
Use the current input limits wisely
The business-knowledge field supports up to 20,000 characters. That is a ceiling, not a target. A shorter, current set of approved answers usually gives your team a clearer maintenance task than a pasted archive of every policy. The short bio is for personality and purpose, not a substitute for the knowledge fields.
A saved website link is not an automatically maintained knowledge feed in the four-step wizard. Check the text the agent actually has and update it when fees, coverage or procedures change.
Improve one behavior at a time
- Choose a specific failure from a call, such as an unclear fee explanation.
- Determine whether the cause was missing knowledge, conflicting instructions, routing or a connection failure.
- Edit the smallest relevant policy and save it.
- Repeat the failed scenario and at least one ordinary booking or capture scenario.
- Keep the change only when the answer improves without breaking the next step.
Do not solve every issue by adding a longer prompt. Sometimes the right correction is a CRM mapping, service boundary, office destination or browser audio setting.