How to personalise your institution's AI reception without technical skills

Personalisation begins with your institution's identity. When a visitor calls, the agent does not introduce itself as a generic artificial intelligence. It says "Hello, Museum of the Impressionists" or "Hello, Saint-Germain Gallery" or "Hello, Colline Theatre". This greeting is the first thing the visitor hears, and you define it. In the dashboard, a text field allows you to type exactly the words you wish. You do not need to understand how the voice is generated. You write the text, and the agent speaks it with a natural, warm and professional voice. This operation takes thirty seconds.

Content personalisation is the most important and simplest step. Your AI agent knows your institution because you have given it documents to read. The quality of the agent's responses depends directly on the quality and completeness of the documents you provide. Think about the questions your visitors most frequently ask by telephone. Opening hours? The agent needs a document containing them. Prices? A document with your complete pricing grid, including reduced rates, group rates and free admissions. Exhibitions? A document describing the current exhibition, with dates, artists and themes. Access conditions? A document specifying the address, public transport, parking and accessibility for people with reduced mobility. Guided tours? A document indicating available languages, schedules, prices and booking procedures. The restaurant or cafeteria? A document with hours, the menu or at minimum the type of catering offered.

Each document you import into the dashboard is assimilated by the agent within a few minutes. The system reads your document, splits it into segments, understands the meaning of each piece of information and makes it available to answer visitor questions. You do not need to understand this process. You import a PDF, Word or text file, and the result is that the agent now knows how to answer the questions that document covers.

A frequent mistake during initial personalisation is thinking the official document suffices. Your presentation brochure, written for a visitor reading it on site, contains essential information but not necessarily the answers to the most common telephone questions. A caller does not ask "Tell me about your museum." They ask "Are you open on Tuesdays?", "Are there accessible toilets?", "Can I bring my dog?", "Do you accept bank cards?". To optimise personalisation, write a question-and-answer document covering these practical questions. This document does not need to be elegant or formatted. It is plain text, question by question, answer by answer. The agent will understand the format and use each answer at the right moment.

Language personalisation is automatic. The agent detects the visitor's language and responds in that language. It can switch between languages during the conversation if the visitor requests it. You do not need to configure anything to activate this capability. It is available in 15 languages from activation. However, if your institution welcomes a predominantly French-speaking public, you can set French as the agent's default language, meaning it will begin each call in French and switch to another language only if the visitor explicitly requests it.

Booking personalisation is done in a few clicks. If your institution offers reservable visits, guided tours, workshops or events, you configure these options in the dashboard. You specify the available visit types, whether individual, group or school. You indicate the languages in which guided tours are offered. You enter the maximum number of participants per group. You define available time slots if these do not appear in the imported documents. The agent will use these parameters to propose relevant options to visitors and make bookings.

If your institution already has booking software, the agent can connect to it. This connection is configured in the dashboard by entering the external system's address and access key. The agent will automatically send booking data to the external system and receive the official confirmation number in return. If the external system does not respond, a fallback mechanism generates a local confirmation number. This configuration does not require a software developer's intervention. The required information, the address and key, is provided by your booking software supplier.

Personalising the agent's end-of-call behaviour is an often neglected but important aspect. The agent concludes each call properly: it summarises the information communicated, confirms any bookings made and bids the visitor farewell. After hanging up, it automatically generates a conversation summary, a satisfaction score and an action recommendation. You do not need to configure anything for this: the processing is automatic and included in the service.

Updating personalisation is as simple as the initial personalisation. When hours change for a holiday period, you import an updated document or modify the existing one. When a new exhibition opens, you add a document describing it. When prices change, you update the pricing document. Each modification takes a few minutes and takes effect immediately. The agent never requires a "software update" or "technical reconfiguration." Its knowledge evolves at the pace at which you update its documents, exactly as you would update a notice board in your institution's entrance hall.

A practical tip: name your documents explicitly. "Hours 2026", "Monet Exhibition Prices", "Telephone Reception FAQ", "Accessibility and Transport". This will allow you to easily find the document to update when information changes. The dashboard displays your document list with names and import dates.

A second tip: involve your receptionist in personalisation. They are the person who best knows the questions visitors ask by telephone. Ask them to note for one week every question they answer. This list will become the basis of your question-and-answer document, the most useful document in your entire knowledge base.

A third tip: do not seek initial perfection. Import the documents you already have. Activate the agent. Check the dashboard after the first few days to identify questions the agent could not answer. Add the missing documents. This iterative approach is more effective and faster than attempting to anticipate everything before activation. The agent learns to serve your institution over time, as you enrich its knowledge base.

The cost of this personalisation is zero. There are no fees for document import, no fees for configuration, no fees for updates. Everything is included in the rate of 0.15 dollars per call minute. Your only investment is your time, and that investment is counted in minutes, not days.

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