Contact Mapping

Updated by Griffin Steinman

How Voice AI Handles Contact Mapping

When a customer calls, Voice AI intelligently identifies who’s calling and ensures the ticket is logged under the correct contact and company in your PSA (Professional Services Automation) system.

This article explains exactly how the process works and how to troubleshoot contact mapping issues.

Contact Identification Logic

  1. 1. Phone Number Lookup
    1. Voice AI first looks up the caller’s phone number in your PSA to find a matching contact.
  2. 2. Multiple Contact Matches
    1. If two or more contacts share the same phone number, Voice AI will ask the caller to confirm their company name before continuing.
  3. 3. Company Match Without Contact
    1. If Voice AI can’t find the contact name but can identify the company, it will create the ticket under the default contact for that company.
  4. 4. No Match Found
    1. If neither the contact nor the company can be identified, the ticket will be created under a catch-all company (a fallback for unidentified callers).

How Contact Mapping Works Behind the Scenes

Voice AI uses an intelligent matching process based on accuracy scoring to ensure contacts are correctly identified.

  1. Voice AI receives the caller’s name and company name from the conversation.
  2. It searches the PSA for client companies that closely match the provided company name.
    1. Example: The caller says “Yellow.” The AI finds “Yellow Systems L.L.M.” (accuracy 95%).
  3. It then searches within that company for contacts that match the caller’s name.
    1. Example: “Mario Souza” (accuracy 90%).
  4. If the accuracy score for a contact is above 70%, Voice AI considers it a likely match.
  5. Voice AI then asks the caller to confirm whether the matched contact is correct:
    1. If confirmed, the contact is assigned to the call.
    2. If denied, Voice AI assigns the default contact and resumes the workflow.
Note: Voice AI does not search across all contacts within your MSP — it first selects a client company, then searches for contacts within that company only.

Troubleshooting Contact Mapping Issues

If Voice AI fails to correctly identify a contact, review the following:

  • Duplicate phone numbers – Two contacts may share the same number.
  • Duplicate names – Multiple contacts or companies might have identical or similar names.

Fixing duplicates or clarifying phone numbers in your PSA will improve Voice AI’s ability to map calls accurately.

FAQ

What happens if there’s a spelling error in the caller’s name or company?
Voice AI will still pick the most relevant match based on similarity and context.
What if multiple contacts are found with similar names?
The AI selects the most relevant one based on the highest accuracy score.
What if the contact Voice AI found isn’t correct?
Voice AI always asks the caller to confirm before assigning the contact.
If the caller says it’s incorrect, a default contact is assigned.
How many times will Voice AI try to find a match?
Only once. If the first match is incorrect, Voice AI assigns the default contact and moves on.
Can the caller change the contact after it’s confirmed?
No. By design, Voice AI does not allow reassigning the contact once it’s been confirmed.
Does the agent search all contacts within the MSP?
No. The AI first identifies the client company, then searches for a matching contact within that company.

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