Role, Focus, Readiness & Steering

Fine-Tuning Your AI's Conversational Strategy

Cereba's Sales Process settings give you precise control over how your AI interacts with leads, guiding conversations toward your desired goals. In this section, you'll define your AI's core purpose, the type of appointment it should aim for, and how proactively it steers the conversation.

1. Defining Your AI's Role: Scheduler vs. Customer Service

First, you'll establish the primary function of your Cereba AI. Choose between two distinct roles:

Scheduling:

Select this option if your AI's primary objective is to book appointments. The AI will focus on qualifying leads, identifying their needs, and securing suitable time slots on your calendar.

Customer Service:

Choose this role if your priority is providing information, answering questions, and addressing customer concerns. The AI will focus on building rapport, offering helpful resources, and ensuring a positive customer experience. (feature coming soon)

2. Setting the Appointment Focus: Qualifying, Sales Consult, or Service

Next, specify the type of appointment your AI should aim to schedule:

Qualifying:

Ideal for initial screening calls to determine if a lead meets your basic criteria and is worth pursuing further.

Sales Consult:

Designed for more in-depth conversations about your products or services. This appointment type is suitable for leads who have expressed interest and are ready to explore solutions.

Service:

Appropriate for appointments related to ongoing customer support, troubleshooting, or issue resolution.

3. Adjusting Scheduling Readiness

Scheduling Readiness determines how much engagement your AI should seek from a prospect *before* attempting to schedule an appointment. It's a balancing act between gathering information and moving the conversation forward effectively.

Consider the following factors when adjusting Scheduling Readiness:

• **Complexity of Your Product/Service:** For complex offerings, prospects may need more information before they're ready to book a call.
• **Typical Customer Journey:** Think about how many questions or interactions your leads usually require before making a decision.
• **AI's Personality Settings:** A more customer service-focused personality might engage in longer conversations before attempting to schedule.

4. Managing Conversation Steering

Conversation Steering controls how actively your AI steers the conversation towards scheduling an appointment. You can adjust this on a spectrum, ranging from minimal steering to a more direct approach.

Finding the right balance is crucial. You want to ensure your AI provides value and addresses prospect questions while also guiding them towards the goal.

• **Minimal Steering:** The AI primarily responds to questions and provides information, allowing the prospect to lead the direction of the conversation.
• **Moderate Steering:** The AI balances answering questions with strategically asking engagement questions to gently guide the conversation towards scheduling.
• **Strong Steering:** The AI takes a more direct approach, actively prompting the prospect to schedule an appointment.

Optimize for Conversational Success

By carefully considering your AI's role, the appointment focus, and the desired level of scheduling readiness and conversation steering, you create a tailored conversational strategy that aligns with your sales goals and customer preferences. Remember, you can always adjust these settings based on your AI's performance and feedback from your leads!

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