Frictionless onboarding for AI Responder
An onboarding framework for Always-on AI Agent for Roofing companies
AI Responder is an intelligent agent within our communications suite. Unlike traditional chatbots, AI Responder was designed as a truly available assistant - one that could answer customer calls, capture leads, and provide updates even when no human was available.
To help reduce the complexity of this, I built a scalable onboarding framework that simplifies complex AI setups, helping users configure and trust intelligent assistants.
This initiative began with AI Walkthrough.
Together, these features created a cohesive AI-powered experience and positioned Zuper at the forefront of practical AI application in field service.
Where we started
Preview
Why an onboarding experience was critical here
Quality Instructions
We wanted to get our users to write effective instructions, but guidance alone felt janky. Instead, we designed a structured flow that asked the right questions, ensuring the AI’s knowledge base was rich and consistent.
Customer front
The AI Agent directly interacts with end customers. To maintain trust, it must be fully prepared with accurate company knowledge. Reliability isn’t optional here.
Promote confidence
Users could conduct real calls with their AI Agent before going live. This built trust and gave them control to refine the setup until it felt ready.
What can we do?
To make our users less anxious about "training" the AI incorrectly, and make them feel more confident that their agent is always on-brand and professional, we decided to design a step-by-step framework.
Experimentation
Launch
Select, Hear, and Personalise
To make the AI feel professional, approachable, and on-brand right from the start, users start by choosing an agent persona that best represents them.
Knowledge base training
Instead of leaving users with vague text fields, we guided them through structured inputs: Services offered, booking rules, pricing, and FAQs. This ensured the AI was consistently trained with accurate, company-specific knowledge
Live call testing
Before going live, users could simulate a real call with their AI Agent. This built trust, gave them control to refine responses, and closed the confidence gap that often blocks AI adoption.
What difference did we make?
By leveraging AI Responder, our clients witnessed a 25% average revenue increase for customers due to reduced missed calls especially during off-hours.
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