How to prepare your company facts for an AI operator: a one-hour fact sheet
Sado AI team · · 4 min read
In short
An AI operator answers customers only from the facts you give it, so before setup prepare a one- or two-page sheet. It lists services and prices, address and landmark, hours, delivery and payment terms, the 10–15 questions customers ask most with short answers, and rules: what the operator never promises and when it hands over to staff. Write every fact the way you’d say it on the phone. For a question that isn’t on the sheet, the operator doesn’t invent an answer: it says a manager will call back.
Why the facts come first
A human operator who doesn’t know an answer says “let me check” and turns to a colleague. An AI operator has no colleague to ask: it speaks only from your facts. If the answer isn’t there, it doesn’t make one up; it says a manager will call back and creates a task.
So the fuller the sheet, the less often callers hear “we’ll call you back”. One hour is enough to prepare a good one.
What goes on the sheet: an example
The example is for “Gulzor mebel”, a furniture store in Tashkent. All prices and terms are only an example.
| Part | Example | Who knows it |
|---|---|---|
| Services and prices | Kitchen units from 3 million so‘m a metre, exact price after measuring | Sales team |
| Address and landmark | Chilanzar, block 9, behind the bazaar, parking available | Receptionist |
| Hours | Mon–Sat 9:00–19:00, closed Sunday; holidays listed separately | Manager |
| Delivery and payment | Free delivery in Tashkent; cash, card or instalments | Cashier, warehouse |
| Common questions | “When does the measurer come?” — “Within two days of booking” | Sales staff |
| Rules | Never promises discounts; puts customers ready to order through to a manager | Manager |
Write every fact as a spoken sentence
- One line, one fact. Short lines instead of long paragraphs.
- Write it as you’d say it on the phone. Bad: “Delivery terms are set out in the contract.” Good: “Delivery is free in Tashkent, to the regions from 200,000 so‘m.”
- If there’s no exact price, write “from” and what it depends on: “from 3 million so‘m, exact price after measuring”.
- Delete the old price. If two prices stay on the sheet, the operator can’t tell which one to quote.
- Spell out abbreviations and names. If the voice reads a name wrong, write how to say it in the Pronunciation line of the operator settings.
Where to collect the facts: a one-hour plan
- Open your price list, website and the Instagram posts with prices and the address. Copy everything into one file.
- Ask two or three salespeople or the receptionist: “What do customers ask most?” Write down 10–15 questions.
- Write a one- or two-sentence answer to each, the way you’d say it on the phone.
- Add the rules: whom to transfer to and when, staff numbers, what the operator never promises.
- Have the manager check prices, lead times and promises.
- Give the sheet to the Sado team: we set up the operator with you from it.
How the sheet turns into answers
Sado: Assalomu alaykum, Gulzor mebel, this is Malika speaking.
Caller: How much is a kitchen? Can I pay in instalments?
Sado: From 3 million so‘m a metre; the exact price comes after measuring. Instalments are available too.
Caller: Do you deliver to Chirchiq?
Sado: I don’t have exact details for Chirchiq. Our manager will call you today and tell you. Is this number fine?
Caller: Yes, it is.
Sado: Done, I’ve noted it. Thank you, have a good day!
The operator didn’t invent an answer about Chirchiq: a task went to the manager. Once a week, ask Yordamchi in the portal “Which questions couldn’t it answer?” and add the answers to the sheet. Next time the operator answers on its own.
What to leave off the sheet
- Internal discounts and terms only the manager can give.
- Staff personal numbers: they’re only for the transfer rule and are never told to customers.
- Lead times you can’t keep, such as “we’ll definitely deliver tomorrow”.
- Expired offers and old prices.
Sado’s operator speaks only from that sheet, in Uzbek and Russian: AI operator for incoming calls. You pay per talked minute: 800 so‘m a minute.
Questions
How much information does an AI operator need?
One or two pages are enough to start: prices, address, hours and 10–15 common questions. Then you add the questions the operator couldn’t answer.
What if a price changes?
The person responsible enters the new price in the operator’s information in the portal or tells the Sado team. Delete the old price the same day.
Will the operator make up things that aren’t on the sheet?
No. If the answer isn’t in its information, it says a manager will call back and creates a task. More answers: Sado FAQ.