Virtual Assistant Disclosure Best Practices
Overview
When configuring your Avoca virtual assistant, how and when you disclose that the caller is speaking with AI can significantly impact your transfer rate and overall call resolution. This guide covers best practices for disclosure timing and phrasing.Recommended Approaches
Option 1: Natural Mid-Conversation Disclosure (Recommended)
Best for: Reducing transfer rates while maintaining transparency Instead of leading with “I’m a virtual assistant,” let your bot introduce itself naturally after the customer states their need. This allows the customer to understand the bot’s capabilities before deciding whether to request a human. How it works:- Bot answers with a friendly greeting (no disclosure yet)
- Customer states their reason for calling
- Bot discloses while demonstrating capability
Bot: “Thanks for calling [Your Business Name]! How can I help you today?”Customer: “I need to reschedule my appointment.”Bot: “I can definitely help with that! I’m the digital assistant here to help with your appointment. Let me pull up your information now.”
- Customers often assume they need a human for tasks like booking, canceling, or rescheduling
- By showing capability first, customers are more likely to continue with the assistant
- Disclosure still happens early in the conversation
Option 2: Immediate Introduction Disclosure
Best for: Full transparency from the start, compliance with stricter regulations Disclose in the very first message, but integrate it naturally with an offer to help. Recommended phrasing:- “Thank you for choosing [Your Business Name], this is [Agent Name], a virtual assistant. How may I help you today?”
- “I’m part of [Your Business Name]‘s digital team”
- “I’m [Your Business Name]‘s digital assistant”
“Thank you for choosing Avoca, this is Megan, a virtual assistant. How may I help you today?”“Hi there! I’m part of Avoca’s digital team—how can I help you today?”“Thanks for calling! I’m with Avoca team and I can help you with appointments, scheduling, and more. What can I do for you?”
Option 3: Disclosure Only When Asked
Best for: Maximizing engagement (where legally permitted) The bot does not proactively disclose its nature unless the customer directly asks “Are you a human?” or similar.What to Avoid
❌ Don’t offer a human transfer in the opening message
Not recommended:“Hi, I’m a virtual assistant. Say ‘human’ at any time to speak with a representative.”
❌ Don’t repeat the disclosure
Once you’ve disclosed, there’s no need to mention it again unless directly asked.Configuration Checklist
| Setting | Recommendation |
|---|---|
| Disclosure timing | After customer states need (Option 1) or in first response (Option 2) |
| Disclosure frequency | Once per conversation |
| ”Talk to human” prompt | Do not include in greeting |
| Function execution | After initial greeting is sent |
Summary
| Approach | Transfer Rate Impact | Transparency Level | Legal Risk |
|---|---|---|---|
| Mid-conversation disclosure | ✅ Lower | Medium | Low |
| Immediate disclosure | Medium | High | Very Low |
| Disclosure only when asked | ✅ Lowest | Lower | ⚠️ Check local laws |