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Common Issues & Fixes

Here are some problems you might run into and how to fix them:

  • The AI isn’t answering questions correctly:
    • If you’re an Admin:
      1. Go to the "Agents" tab and check the agent’s settings (see Section 5).
      2. Look at the Prompt. Make sure it’s clear, like "Answer questions about products using the Knowledge Base."
      3. Check the Knowledge Base (see Section 7). Make sure the documents are up to date and have the right tags.
      4. Test the AI in the Playground (see Section 9) to see if your changes fix the problem.
    • If you’re not an Admin: Email kim.kachelriess@symanto.com and explain the problem (e.g., "My AI keeps giving wrong answers about products"). Kim will help you.
  • The AI isn’t collecting information (like the customer’s name):
    • If you’re an Admin:
      1. Go to "Data Collection" (see Section 8) and make sure the field is set up (e.g., a field called "Firmenname" for Company Name).
      2. Check if the AI is set to ask for this information. You might need to update the Prompt to say, "Ask for the customer’s company name."
      3. If you’re still having problems, email kim.kachelriess@symanto.com for help.
    • If you’re not an Admin: Email kim.kachelriess@symanto.com and say, "My AI isn’t collecting the customer’s name during calls."
  • The AI’s voice is hard to understand:
    • If you’re an Admin:
      1. Go to the "Agents" tab and open the agent’s settings.
      2. Look at the Voice settings. Try changing the Voice to something else, like "Microsoft Voice," or lower the Voice Speed (e.g., from 1.10 to 1.00).
      3. Test the changes in the Playground (see Section 9) to see if it sounds better.
    • If you’re not an Admin: Email kim.kachelriess@symanto.com and say, "The AI’s voice is hard to understand."
  • The AI is giving wrong information:
    • If you’re an Admin:
      1. Check the Knowledge Base (see Section 7) to make sure the documents are correct and up to date.
      2. Look at the agent’s Prompt (see Section 5.3) and make sure it tells the AI to use the Knowledge Base.
      3. Go to the "Details" section (see Section 4) and read the transcript of the call to see what went wrong.
    • If you’re not an Admin: Email kim.kachelriess@symanto.com and say, "My AI gave the wrong information during a call on 12.06.2025 at 16:27."
  • The dashboard won’t load or shows a message like "Failed to load organizations. Please try again later or contact the administrator.":
      1. Try clearing your browser cache (see Section 2.1 for instructions).
      2. Refresh the page by clicking the refresh button in your browser (it looks like a circular arrow).
      3. If it still doesn’t work, email kim.kachelriess@symanto.com and say, "My dashboard won’t load, and I’ve already cleared my cache."
  • How to report a bug or technical issue:
    • Email kim.kachelriess@symanto.com and describe the problem. For example, "When I try to upload a document to the Knowledge Base, I get an error message that says ‘Upload failed.’" Include as much detail as you can, like the date and time it happened.