How AI works in Cypher LM
Quick answer
In short:
- Your agent answers from the business details and files you give it on Knowledge.
- It speaks English, Urdu or both.
- Every call keeps a transcript you can review in Calls.
- You change behaviour in plain language on Controls and preview it before it goes live.
Cypher LM is built around AI, but you stay in charge of what it says and does. This article explains what the AI does in each product, where its answers come from, the limits it works within and the tools you have to check and correct it. It is written for business owners and team leads who want to know what to expect before putting an agent in front of customers.
What the AI does in each product
Product | What the AI does |
|---|---|
Cypher V (voice agent) | Answers calls on your website or phone, understands what the caller needs and replies in a natural voice. |
Cypher S (scheduling) | Checks your free times and books, moves or cancels appointments during the call. |
Cypher M (copilot) | Prepares a brief before you meet someone and suggests what to say during the call. |
Cypher N (notes) | Writes call recaps and full meeting notes with action items. |
Cypher P (payments) | Requests a payment and sends a payment link during the call. |
Where the answers come from
An agent is grounded in your business. When you build it, Cypher LM turns your answers (your business details, the agent's job, its goal and the topics to avoid) into the agent's instructions. On top of that, the agent searches the files and FAQ entries you add on its Knowledge tab during the call. The more specific your material, the better the answers.
When the agent doesn't find an answer, it should say so and offer a follow-up rather than guess. Questions it couldn't answer are collected under Knowledge › Couldn't answer, so you can add the missing answer once and have it ready for every future caller.
Languages
Agents speak English, Urdu, or both. A bilingual agent understands either language within the same call and replies in the caller's language. Copilot sessions can also follow English, Urdu or mixed conversations.
Speech is turned into text as the caller talks, the agent decides what to say, and the reply is spoken back in the agent's voice. The whole loop is designed to feel like a normal phone conversation, so callers don't need to press keys or wait on hold.
What the AI does not do
- It does not invent prices, policies or availability that aren't in your knowledge or your calendar. Booking times come only from your saved hours and calendar.
- It does not take card numbers by voice. Payments go through a secure link that the customer opens.
- It does not see other businesses' data, and your files are only used for your own agents.
- It does not change its own instructions. Only you (or teammates with the right role) can change how an agent behaves.
How you stay in control
- Review calls in Calls. Every call has a transcript, and with Cypher N a written summary and key details.
- Flag a call that went wrong, then use Teach the agent to add an FAQ answer, a topic to avoid or a hand-over rule.
- To change behaviour, open the agent's Controls tab and use Adjust how your agent behaves. Describe the change in your own words, select Preview change and read the plain-language summary of what will change.
- Select Apply to make it live (usually in about 2 minutes) or Discard to drop it.