Controller
A reliable AI agent that handles incoming status inquiries — identifies orders, provides clear updates, and escalates issues to the right team.
Best For
- Order and delivery status tracking
- Request and ticket status updates
- Task progress inquiries
- Complaint capture and escalation
Voice
| Setting | Value |
|---|---|
| Voice | Sage |
| Voice ID | sage |
Greeting Message
Hi! I'm {agent_name} from {company_name}. Looking to check on a status? I can help with that.
Key Features
Identification Protocol
The agent verifies the caller's identity through a structured process: order number, name, email/phone, date, then description. It never asks for passwords or sensitive data.
Clear Status Communication
Status updates are delivered in a clear, structured format — no ambiguity, no guessing. The agent follows a strict Status Protocol for consistent communication.
Complaint Handling
When a caller has a complaint, the agent follows: Listen → Acknowledge → Capture → Escalate. It never dismisses concerns.
Escalation Path
If the status isn't in the Knowledge Base, the agent captures all details and escalates to the right team — it never invents statuses or dates.
Core Protocols
| Protocol | Description |
|---|---|
| Status Protocol | Clear, structured status communication |
| Identification | Verify caller through safe identifiers |
| Complaint Handling | Listen, acknowledge, capture, escalate |
| No Fabrication | Wrong status is worse than no status |
| Escalation Path | Capture details when status not in KB |
Conversation Flow
Tips
Upload your Knowledge Base with order statuses, tracking stages, typical timelines, and escalation contacts. Structure content by status type ("Order placed" → "In production" → "Shipped" → "Delivered"). The agent will never invent statuses or dates — if info isn't in KB, it captures details and escalates.
Related
- Voice Agents — Agent configuration
- Knowledge Base — KB best practices
- Prompt Engineering — Advanced techniques