Get to Know Joy AI

Joy is SAS's AI answering service system that works in tandem with our live operators. If Joy is activated on an account, our AI system will answer the call first and follow the workflow you've created within your online portal. Using AI, Joy can listen and gather basic details from your callers, answer general questions regarding your business, or assist callers with speaking to a live agent.

Activating Joy AI

Select the Script Builder icon on the left-hand navigation menu. Then select the script you wish to activate Joy AI on.

On the next page, you'll see the script workflow that agents use to handle your calls. To activate Joy, click the Joy AI toggle along the top of your screen.

In the pop-up, click Turn ON Joy AI.

On the next page, you'll see the Joy workflow, which looks and functions similarly to the regular Call Script Builder. Depending on what you want Joy to do, you can update the workflow accordingly.

Deactivating Joy AI

If you're no longer interested in using Joy AI, you can easily turn it off within your online portal.

Select the Script Builder icon on the left-hand navigation menu. Then select the script you wish to deactivate Joy AI on.

On the Script Workflow page, click the Joy AI toggle along the top of the page.

Click the Gear icon in the upper right-hand corner to open up Options.

In the pop-up, select Turn OFF Joy AI. Then click Save. In the second pop-up, click Turn Off Joy AI again.

The toggle along the top of your screen will now indicate that Joy AI is off.

Frequently Asked Questions About Joy AI

Why use Joy?

Joy offers an alternative method of communication for businesses at a more cost effective rate than live operator minutes, yet still delivers the same streamlined service callers are used to experiencing. Joy can also answer an infinite amount of calls at once, making queue times virtually non-existent.

What if callers don't want to interact with Joy?

If Joy is unable to answer a question, or if callers don't want to interact with the AI system, we’ll hand the call off to a live agent who will take it the rest of the way. If a caller hangs up on Joy, a live operator will call them back and handle the call from there. If the caller hangs up after providing some information (like their name), that data will be saved for the agent initiating the call back. That means callers won't have to go through the stress of repeating information.

Where can I see calls that have been handled by Joy?

Calls that have been handled by Joy will be visible in your Call Log, just like any other call handled by a live agent. Within the Call Details, the agent name will be listed as Joy. Users can also create and attach specific Outcomes for Joy, which will help make those calls stand out within the Log.

What Does Joy Cost?

When Joy AI handles a call, we bill 0.8× the talk time (20% off). For example, if you use 10 Joy AI minutes, you’re only charged for 8.

Can I turn Joy on or off whenever I want? Will it affect my service?

Activating or deactivating Joy is simple to do within the SAS Flex portal. Deactivating Joy will not affect your live operator service. As long as you keep forwarding calls to us, we will handle them.

Can Joy schedule appointments or process payments?

At this point, Joy can only handle basic message taking calls. If a caller requires more advanced call handling, the call will be transferred to a live agent. As we continue developing our AI technology, Joy will be able to handle more complicated tasks.

Can Joy handle automated or lead gen calls?

No, Joy cannot handle automated calls at this time.