Documentation

Complete system reference and guides

AI Agent System Documentation

Welcome to the comprehensive documentation for the Midwest Shooting Center AI Agent Platform powered by Solved Group.

System Overview

The Solved Group AI Agent Platform is a multi-agent orchestration system designed to handle customer interactions across voice, text, and video channels with intelligent routing and 24/7 availability.

Core Capabilities

  • Master Architect (Randy): Multi-modal orchestrator with voice, video, and vision AI
  • Omnichannel Support: Voice calls, SMS/text, web chat, and video analysis
  • Intelligent Routing: Context-aware agent selection and seamless handoffs
  • Real-time Data Capture: Live extraction of customer data during interactions
  • Post-Call Analytics: Automated quality assurance and performance grading

Agent Fleet

Master Architect (Randy)

The Master Architect serves as the primary orchestrator, handling initial contact and routing to specialized agents. Features include:

  • Vision AI: Gun recognition from camera feeds and uploaded images
  • Multi-Modal Analysis: Voice, video, and text processing
  • Intelligent Routing: Selects optimal specialized agent based on context
  • Seamless Handoffs: Transfers with full conversation history

Inbound Specialists

MSC-Lane (Matt) - The Concierge

  • Handles incoming calls for 9 locations
  • Manages lane reservations and bookings
  • Answers FAQs about hours, pricing, and policies
  • Transfers to appropriate staff when needed

Outbound Specialists

MSC-FormCall (Scarlett) - Speed-to-Lead Expert

  • Contacts web leads within 90 seconds
  • Maximizes conversion during peak intent
  • Books appointments instantly
  • Follows up on no-answers automatically

MSC-Outreach (Jenn) - The Reactivator

  • Reactivates dormant leads (6+ months inactive)
  • Promotes new facilities and offerings
  • Batch campaign processing
  • Personalized outreach based on history

Scheduling Specialists

MSC-ConfirmAppt (Andrew) - The SA-001 Enforcer

  • 72-hour confirmation protocol
  • Reduces no-shows significantly
  • Sends SMS confirmations
  • Manages reschedules proactively

MSC-Recover (Olivia) - The Safety Net

  • Recovers missed appointments automatically
  • Empathetic rebooking approach
  • Same-day follow-up
  • Eliminates shame factor

Support Specialists

MSC-Feedback (Jessica) - Reputation Guardian

  • Post-visit feedback collection
  • Routes 5-star reviews to Google
  • Alerts management to negative experiences
  • High feedback participation rate

MSC-RANGER (Randy) - Digital Shop Assistant

  • 24/7 website support
  • Vision AI for product identification
  • Multi-location inventory checks
  • Expert product guidance

MSC-FFL Transfer Agent

  • Automated pickup notifications
  • Compliance reminders
  • Follow-up scheduling
  • Inventory turnover optimization

MSC-Instructor Secretary

  • Personal assistant for instructors
  • Calendar synchronization
  • Student communication management
  • Administrative automation

Training Specialist

MSC-Training Agent

  • Class booking and inquiries
  • Experience level assessment
  • Certification guidance
  • Gym Model promotion

Data Intelligence & Analytics

Information Extractor (Live Data Capture)

The system captures structured data in real-time during conversations:

Data Types:

  • String: Names, referral sources, product models
  • Number: Party size, budget, age verification
  • Date/Time: Booking slots, callback windows
  • Boolean: Has firearm, is member, bringing guest
  • Select: Experience level, interest type, membership tier

Post-Call Analysis

Automated transcript analysis for quality assurance:

Success Metrics:

  • Booking conversion rates
  • Upsell success rates
  • Objection handling effectiveness

Compliance Checks:

  • Age requirement reminders for handgun rentals
  • ID requirement reminders (verification done by staff)
  • Cancellation policy communicated

Sentiment Analysis:

  • Customer frustration detection
  • Confusion identification
  • Overall satisfaction scoring

Custom Reports

  • Conversion Report: Experience level breakdown and trends
  • Member Upsell Heatmap: Guest-to-member conversion tracking
  • Objection Summary: Common barriers to booking
  • Lead Quality Score: Automated 1-10 scoring for prioritization

Agent-Specific Configuration

Each agent has custom information extractors and evaluation metrics tailored to their role. For detailed configuration data including specific field types, queries, and grading criteria, see the Data Intelligence & Analytics documentation and individual agent pages.

Workflow Integration

CRM Integration

All agents integrate directly with your CRM system:

  • Real-time data synchronization
  • Automatic status updates
  • Custom field population
  • Trigger-based automations

Webhook Triggers

Automated workflows trigger based on:

  • Form submissions (instant)
  • Appointment dates (72 hours before)
  • Status changes (no-show, ready for pickup)
  • Time-based schedules (post-visit + 24 hours)

Calendar Management

  • Real-time availability checking
  • Multi-location booking support
  • Instructor calendar synchronization
  • Automated reminders and confirmations

Best Practices

Agent Optimization

  1. Regular Script Reviews: Update agent knowledge base monthly
  2. Performance Monitoring: Track key metrics weekly
  3. Customer Feedback: Incorporate insights into training
  4. A/B Testing: Test different approaches systematically

Data Quality

  1. Clean Input Data: Ensure CRM data is accurate before campaigns
  2. Validate Phone Numbers: Use verification tools for outbound lists
  3. Segment Thoughtfully: Target appropriate agents for customer types
  4. Monitor Extraction: Review captured data for accuracy

Customer Experience

  1. Natural Conversations: Keep interactions human-like and friendly
  2. Quick Handoffs: Transfer to humans when complexity requires it
  3. Follow Through: Ensure all promises are kept and tracked
  4. Personalization: Use customer history to tailor interactions

System Requirements

Technical Requirements

  • Internet: Stable broadband connection (minimum 10 Mbps)
  • CRM: Compatible with major CRM platforms
  • Phone System: SIP trunk or direct integration
  • Browser: Modern browser for dashboard access

Security & Compliance

  • Data Encryption: All customer data encrypted in transit and at rest
  • PCI Compliance: Secure payment processing
  • HIPAA Ready: Healthcare-grade security available
  • Call Recording: Compliant with state and federal laws

Troubleshooting

Common Issues

Agent Not Responding:

  • Check internet connection
  • Verify phone number formatting
  • Confirm CRM integration status

Data Not Syncing:

  • Review webhook configuration
  • Check CRM API credentials
  • Verify field mapping

Poor Call Quality:

  • Test network bandwidth
  • Check SIP trunk configuration
  • Verify codec settings

Support Resources

For technical assistance:

  • Documentation: Comprehensive guides and tutorials
  • Support Portal: Ticket submission and tracking
  • Phone Support: Available during business hours
  • Emergency Line: 24/7 for critical issues

Getting Started

Initial Setup

  1. Account Configuration: Set up user accounts and permissions
  2. CRM Integration: Connect your existing CRM system
  3. Agent Selection: Choose which agents to activate
  4. Phone Routing: Configure call forwarding and numbers
  5. Testing: Run test scenarios to verify functionality
  6. Go Live: Launch with monitoring and support

Training & Onboarding

  • Staff Training: 1-hour session for your team
  • Agent Customization: Tailor scripts to your brand voice
  • Test Scenarios: Practice with simulated interactions
  • Gradual Rollout: Start with one agent, expand gradually

Last updated: 9/10/2026 | Solved Group | Midwest Shooting Center