> ## Documentation Index
> Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt
> Use this file to discover all available pages before exploring further.

# AI Training & Scenarios

> Test your AI receptionist with simulated calls to make sure it handles every situation correctly before a real customer calls.

AI Training lets you test your AI receptionist without making real phone calls. You create scenarios (example customer situations), run them as text-based simulations, and see exactly how the AI responds. Think of it as a dress rehearsal for your receptionist.

To get here, click **AI Training** in the left sidebar.

***

## Why Use AI Training?

* **After changing your Knowledge Base** — Added new services or pricing? Run a test to make sure the AI mentions them correctly.
* **After updating your greeting** — Make sure the new greeting sounds natural and flows into the conversation.
* **After adding new services** — Verify the AI can book or describe the new service accurately.
* **Before going live** — Run all your scenarios to build confidence before forwarding your phone number.
* **After a bad call** — If a real call went poorly, create a scenario from it and train the AI to handle it better.

***

## The Scenario List

When you open the AI Training page, you see a list of all your created scenarios. Each row shows:

| Column               | What it shows                                                     |
| -------------------- | ----------------------------------------------------------------- |
| **Title**            | The name you gave the scenario (e.g. "Emergency callout request") |
| **Customer Message** | The opening line the simulated customer says                      |
| **Expected Outcome** | What should happen (e.g. "AI books an emergency appointment")     |
| **Result**           | Pass or Fail badge from the last test run                         |
| **Pass Rate**        | How often this scenario passes across all runs (e.g. "4/5 — 80%") |

If you have not created any scenarios yet, you will see an empty state prompting you to create your first one.

***

## Creating a Scenario

<Steps>
  <Step title="Click Create Scenario">
    Click the **Create Scenario** button at the top right of the page. A form dialog opens.
  </Step>

  <Step title="Enter a title">
    Give the scenario a descriptive name. Examples:

    * "Customer wants emergency boiler repair"
    * "Caller asks about pricing for a haircut"
    * "Returning customer wants to reschedule"
  </Step>

  <Step title="Enter the customer message">
    Type what the simulated customer will say at the start of the call. Write it exactly as a real person would speak. Examples:

    * "Hi, my boiler has stopped working and there's no hot water. Can someone come out today?"
    * "How much do you charge for a men's haircut?"
    * "I booked an appointment for Tuesday but I need to move it to Thursday."
  </Step>

  <Step title="Enter the expected outcome">
    Describe what the AI should do in response. Be specific. Examples:

    * "AI should ask for the caller's address and try to book an emergency appointment for today."
    * "AI should quote the haircut price from the pricing list and offer to book."
    * "AI should look up the existing appointment and offer to reschedule to Thursday."
  </Step>

  <Step title="Save the scenario">
    Click **Create** to save. The scenario appears in your list, ready to be tested.
  </Step>
</Steps>

***

## Auto-Generate from Call History

Instead of writing scenarios from scratch, you can create them from real calls that have already happened.

<Steps>
  <Step title="Click Auto-Generate">
    Look for the **Auto-Generate from Call History** button on the AI Training page.
  </Step>

  <Step title="Select a past call">
    A list of your recent calls appears. Pick one that represents a situation you want to test (e.g. a tricky question the AI struggled with).
  </Step>

  <Step title="Review the generated scenario">
    The system uses AI to analyse the call transcript and create a scenario automatically — the customer's opening message and the expected outcome are pre-filled based on what actually happened.
  </Step>

  <Step title="Edit if needed and save">
    Adjust the title, customer message, or expected outcome if the auto-generated version is not quite right. Then click **Create**.
  </Step>
</Steps>

<Tip>
  Auto-generate is the fastest way to build a library of realistic test scenarios. After every week of live calls, pick 2-3 interesting calls and generate scenarios from them. Over time, you will build comprehensive coverage.
</Tip>

***

## Running a Test

<Steps>
  <Step title="Find the scenario you want to test">
    In the scenario list, locate the scenario.
  </Step>

  <Step title="Click Run Test">
    Click the **Run Test** button on the scenario row. The system sends the customer message to your AI as a text-based simulation (no actual phone call is made).
  </Step>

  <Step title="Wait for results">
    The test takes a few seconds. A loading indicator shows while the AI processes the conversation.
  </Step>

  <Step title="Review the AI response">
    The results panel shows:

    * **AI Response** — The full text of what the AI said in response to the customer message.
    * **Pass / Fail** — An AI evaluator compares the response to your expected outcome and marks it as Pass (green) or Fail (red).
    * **Evaluation Notes** — A brief explanation of why it passed or failed.
  </Step>
</Steps>

<Info>
  Tests are text-based simulations, not real voice calls. They test the AI's logic, knowledge, and decision-making. The actual voice quality and tone are not tested here — for that, use the **Test AI** page to make a real call.
</Info>

***

## Performance Stats

At the top of the AI Training page, you will see summary statistics:

* **Total Scenarios** — How many scenarios you have created
* **Overall Pass Rate** — The percentage of scenarios that passed their most recent test (e.g. "85% pass rate")
* **Last Tested** — When you last ran any test

### Per-Scenario Tracking

Each scenario tracks its own history. Click into a scenario to see:

* How many times it has been tested
* The pass/fail result of each run
* Whether performance has improved or declined over time

***

## Deleting a Scenario

<Steps>
  <Step title="Find the scenario">
    Locate it in the scenario list.
  </Step>

  <Step title="Click Delete">
    Click the **trash icon** or **Delete** button on the scenario row.
  </Step>

  <Step title="Confirm deletion">
    A confirmation dialog asks if you are sure. Click **Delete** to confirm. The scenario and all its test history are permanently removed.
  </Step>
</Steps>

***

## Best Practices

<Accordion title="How many scenarios should I create?">
  Start with 5 to 10 covering your most common call types: booking requests, pricing questions, emergency calls, after-hours enquiries, and returning customers. Add more as you encounter new situations in real calls.
</Accordion>

<Accordion title="What if a scenario keeps failing?">
  This means the AI does not have enough information to handle that situation. Check your **Knowledge Base** and **My Business** page — is the relevant information there? Add it, then run the test again.
</Accordion>

<Accordion title="How often should I run tests?">
  Run all your scenarios after any change to your AI configuration: greeting updates, Knowledge Base edits, new services, pricing changes, or additional instructions. A full test run takes under a minute.
</Accordion>

<Accordion title="Can I test in different languages?">
  If you have enabled **Bilingual Mode** in your AI settings, you can write scenarios in your secondary language. The AI will respond in that language, and the evaluator will assess the response accordingly.
</Accordion>