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AI Limitations & Fallback Strategies

What to do when Toma hits a roadblock—and how to keep calls flowing smoothly.

Overview

Toma is a powerful AI that can handle many common scenarios, but it can’t do everything. Heavy background noise, overly complex instructions, or off-script questions can throw it off track. In this guide, we’ll explore Toma’s limitations and the best fallback strategies to ensure your customers still get the help they need—no matter what.

Where AI Can Stumble

  1. Excessive Background Noise - If the caller is in a loud environment, Toma may struggle to pick up key phrases or interpret what’s being asked.

  2. Very Complex or Niche Questions - Sometimes, a caller wants specialized advice (e.g., complex warranty claims, legal disputes). Toma can’t replace a human expert here.

  3. Rapid-Fire or Overlapping Speech - If the caller speaks too fast or multiple people talk at once, Toma might miss important details or get confused.

Fallback Options

  1. Automatic Transfer to Staff - . If Toma can’t recognize the query after a certain number of attempts (say, 2–3 tries), it can transfer the call to a real human.

  2. Voicemail  - When your call center is overloaded or closed, Toma can take a message and record the call as a follow-up. This prevents an endless loop of redialing.

  3. Apology & Courtesy Script - In rare cases, Toma might fail mid-call. A brief apology (“I’m sorry, I’m having trouble understanding…”) followed by transfer or voicemail prevents further frustration.

Next Steps: Test & Fine-Tune

  1. Call in With a “Tricky” Situation - Simulate an oddball scenario: heavy background noise, overlapping speech, or a very technical question.

  2. Check the Logs - See where Toma stumbled and if it transferred at the right time.

  3. Submit Feedback - If you want Toma to try a bit harder before giving up—or escalate sooner—just drop a note with the Flag function.