Scott AI Fundamentals¶
Estimated Time: 20 minutes Audience: CSRs, Managers, IT Administrators Prerequisite: Basic Odoo navigation
Course Overview¶
| Lesson | Topic | Time |
|---|---|---|
| 1 | What Is Scott AI? | 5 min |
| 2 | AI Phone System (Sam) | 10 min |
| 3 | Website Chat (Sam) | 5 min |
After completing these lessons, you'll understand how Scott Recycling's AI systems work and how they interact with your daily workflow.
Lesson 1: What Is Scott AI? (5 min)¶
Learning Objectives¶
- Understand what AI tools Scott Recycling uses
- Know how AI fits into the customer experience
- Identify when AI hands off to a human
AI at Scott Recycling¶
Scott Recycling uses an AI assistant named Sam that handles two customer-facing channels:
| Channel | What Sam Does | When It Hands Off |
|---|---|---|
| Phone System | Answers calls, collects information, schedules pickups | Complex questions, angry customers, special requests |
| Website Chat | Answers website visitor questions, captures leads | When visitor requests a human or has complex needs |
Sam is designed to handle routine interactions so your team can focus on higher-value work. It's not replacing anyone — it's handling the repetitive stuff.
Lesson 2: AI Phone System — Sam (10 min)¶
Learning Objectives¶
- Understand how AI phone calls work
- Know what happens when a call is transferred to you
- Review AI call logs and outcomes
How AI Phone Calls Work¶
- Customer calls Scott Recycling
- Sam answers with a natural voice greeting
- Sam asks qualifying questions (what they have, location, quantity)
- Sam provides information about services and pricing
- If the customer wants to schedule a pickup, Sam collects the details
- If Sam can't handle the request, it transfers to a live CSR
When You Receive a Transfer¶
When Sam transfers a call to you:
- The customer has already been greeted and their basic info collected
- Check the call log in Odoo for context (what Sam discussed, customer info)
- Pick up where Sam left off — don't ask the customer to repeat everything
Check the Call Log First
Before speaking with a transferred customer, quickly glance at the AI call summary. It tells you what the customer needs so you can jump right into helping them.
Reviewing AI Performance¶
Managers can monitor AI call quality:
- Call logs — Review transcripts and outcomes
- Transfer rate — How often Sam needs to transfer to a human
- Resolution rate — How often Sam handles calls without transfer
- Customer satisfaction — Feedback from callers
Lesson 3: Website Chat — Sam (5 min)¶
Learning Objectives¶
- Understand how website chat works
- Know what Sam can handle via chat
- Monitor chat conversations when needed
How Website Chat Works¶
- Visitor opens the chat widget on scottrecycling.com
- Sam responds to questions about services, pricing, locations
- Sam can capture lead information (name, email, what they need)
- Leads are created in the CRM for follow-up
- If the visitor needs human help, Sam offers to connect them
What Sam Handles via Chat¶
| Can Handle | Transfers to Human |
|---|---|
| Service descriptions | Complex pricing negotiations |
| Location/hours info | Complaints or disputes |
| Pickup scheduling basics | Custom service requests |
| FAQ-type questions | Technical issues with orders |
| Lead capture | Existing customer account issues |
What's Next?¶
- Read the detailed guides:
- If you're a manager, set up regular reviews of AI call logs to monitor quality
Quick Reference¶
| Situation | Action |
|---|---|
| Receiving a transferred call | Check AI call log for context, then greet the customer |
| Customer complains about AI | Apologize, take over immediately, note the feedback |
| AI gave wrong information | Correct with the customer, report to IT for AI training update |
| Reviewing call quality | AI call logs in Odoo — check transcripts and outcomes |