Direct Answer (TL;DR)
The Brilo AI voice agent can reset a conversation when a call goes off track. The Brilo AI voice agent capabilities use prompt-driven goals, redirect phrases, dialog state (session context), and configurable confidence thresholds to attempt automatic recovery. If recovery fails within configured limits, the AI caller bot triggers a fallback such as a different script, SMS follow-up, or a warm transfer to a human agent.
Why This Question Comes Up
Callers often diverge from the intended flow with small talk, unrelated questions, or unclear answers. Teams want the Brilo AI voice agent to remain goal-directed so callers complete qualification, scheduling, or triage flows. Leaders also want safe boundaries so the Brilo AI voice agent does not guess on regulated topics. The question centers on how persistent the agent should be and when to hand off.
How It Works
The Brilo AI voice agent follows configured goals in the agent Prompt and a flow editor when available. During a call the Brilo AI voice agent uses intent detection and dialog state to decide whether the caller is on track. The Brilo AI voice agent applies redirect phrases and a one-redirect rule where configured. The Brilo AI voice agent also evaluates confidence thresholds on intent or slot values. If the confidence threshold is low after retries, the Brilo AI voice agent moves to the fallback path.
Technical controls in use include session context, intent detection, confidence scoring, and barge-in (caller interruption) behavior. The Brilo AI voice agent can persist across short tangents or interrupt sooner when patience settings are reduced.
Guardrails & Boundaries
Guardrails define what the Brilo AI voice agent can and cannot do. Configure the AI caller bot to never guess required facts and to avoid restricted topics identified by your compliance team. Typical guardrails include:
Confidence-based escalation thresholds.
Restricted topic lists and deny responses.
Maximum redirect attempts or elapsed time before fallback.
Logging and analytics for every redirect attempt.
The Brilo AI voice agent should always preserve collected context unless a full clear-context action is explicitly configured. That prevents data loss while enabling safe resets.
Applied Examples
Healthcare scheduling: The Brilo AI voice agent redirects short small talk and resumes appointment intake. If clinical details are requested that exceed scope, the Brilo AI voice agent escalates to a nurse or scheduler.
Banking verification: The Brilo AI voice agent refocuses callers on identity questions; repeated unclear call answers trigger a warm transfer to fraud operations.
Insurance claim intake: The Brilo AI voice agent restarts the claim flow when answers are inconsistent, using CRM data to reframe questions and reduce repeat questioning.
Each example uses intent detection, session context, and fallback routing to preserve caller experience.
Human Handoff & Escalation
Handoff is planned in the Brilo AI voice agent workflow. When escalation rules trigger the Brilo AI voice agent performs a warm transfer that includes a short summary of intent, the fields collected, and confidence signals. Handoff options include live agent queue, callback scheduling, or voicemail capture depending on your routing configuration. Configure the Brilo AI voice agent to surface intent, dialog state, and recent transcript snippets to the receiving agent to avoid repetition.
Setup Requirements
To enable ConversationReset you must provide the following for the Brilo AI voice agent:
Admin or editor access to edit the agent Prompt and fallback settings.
A clear primary goal and up to three allowed secondary goals defined in the Prompt.
Example redirect phrases and a one-redirect rule or retry policy.
Patience parameters and confidence thresholds that control interruption and escalation.
Approved knowledge and permitted CRM fields for context-aware recovery.
A test phone number or sandbox and a test plan with common diversion scenarios.
Routing destinations for fallback actions and staffing details for human queues.
Business Outcomes
A well-configured ConversationReset reduces wasted talk time and increases the rate of completed flows. The Brilo AI caller bot's learning capabilities improve consistency across calls by using approved prompts and saved context. Teams see fewer repeat questions, clearer escalation signals for edge cases, and more predictable routing of calls that require human judgment.
Next Step
Start by drafting a concise primary goal and three redirect phrases for the Brilo AI caller bot. Then run targeted test calls that simulate the top three off-track scenarios you see in production. Review logs for intent detection, confidence threshold breaches, and successful warm transfers. For guided assistance, book a call with our team today.