How the AI Identifies the Caller
When a call comes in, the AI checks whether it recognises the caller before deciding which experience to give them. Here's how that identification works.
Phone number lookup
The primary way the AI identifies a caller is by their phone number. When the call connects, the system checks the caller's number against your customer records.
If a match is found:
- The AI knows it's a returning customer.
- The AI can personalise the greeting (if a returning customer greeting is configured).
- The AI may know the customer's name and past booking history, which can make conversations more natural.
If no match is found:
- The AI treats the caller as a new customer.
- The standard opening greeting plays.
- The AI may ask the caller for their name when taking a booking.
What triggers the returning customer experience
The returning customer experience is triggered when:
- The caller's phone number matches an existing customer in Speako.
- The returning customer greeting is configured and enabled in your AI Greetings settings.
See When the Return-Customer Greeting Plays for more detail.
Private or hidden numbers
If a caller's number is withheld or private (shown as "Unknown" or "Private"), the AI cannot match it to a customer record. These callers receive the standard greeting and are treated as new customers, regardless of their actual history.
No manual identification required
The AI does not ask callers to enter a PIN or account number to identify themselves. The identification is automatic and based purely on the phone number the call is placed from.
⚠️ Important: Phone number identification is best-effort. If a customer calls from a new number (e.g. a different mobile), they won't be recognised as returning. This is expected behaviour — the AI uses the calling number as the identifier.
💡 Tip: When customers call from the same number each time, the AI's personalisation becomes more accurate and the booking experience becomes smoother. Encourage customers to call from their registered number.