An AI that says it is one

The first thing she says

MaryAI is Risti’s default AI agent. She answers calls and customer chats, and she always says she is an AI. On calls she also says the call is recorded. This line is fixed in Risti’s AI policy. Nobody in your organization can turn it off, owners included.

You can still make the greeting yours. Intro words add up to 300 characters after the fixed first line: your business name, what she can help with, how to reach a person. You also choose her voice, Mary (“Warm, unhurried”) or Ahror (“Clear, steady”), her speed, and whether her replies on calls are short, normal or detailed.

Why disclosure is the right default

A caller can work with software that says what it is. What breaks trust is finding out later that the friendly voice was software.

Saying it first also sets the right expectation. MaryAI handles the questions your sources cover and passes on the rest. A customer who knows they are talking to an AI phone assistant expects a hand-over, and does not feel misled when one comes.

It protects your team as well. The AI line and the recording notice open every call she answers, so nobody has to remember to say them, and nobody has to explain afterwards why a customer was not told.

What breaks trust is finding out later that the friendly voice was software.

Answers from your Library, or none

MaryAI answers only from your Library, Risti’s knowledge base. She does not learn from your past conversations. What you add is what she knows.

You add sources in Settings › Knowledge › Library. Upload files takes PDF, Word, text and Markdown files up to 25 MB and 300 pages each, after a safety scan. Add website pages takes public pages, one at a time or with the pages they link to, up to 50 pages per site and 200 in all; Risti checks them daily. Saved replies count as sources too.

Answers quote their source, so anyone can check where an answer came from: a cited answer. When the answer is not there, Risti says Not in your sources instead of guessing, and off-topic questions are declined. Who can use it limits a source to everyone in your organization or to the teams you choose. Agents who can’t manage the Library still see what Risti can use for them.

Handing over to a person

MaryAI hands the customer to a person in three cases: the customer asks for one, she isn’t sure, or the customer seems upset. You choose whether she hands over to a team or to anyone available. If nobody is free within the time you set, from 10 to 120 seconds, she takes a message instead. The person who picks up sees a summary first, so the customer doesn’t have to start again.

Topics set what she does per subject. For order status, delivery changes, returns and damage, and complaints, she can answer alone, take a message or hand to a person.

With Open a ticket for every call, she asks where and when it happened, what happened and a number to call back, then reads it all back to the caller. She picks the ticket type from your list, so a damaged delivery at ACME (Example) might become ticket AC-1042 for the returns team. With call recording, transcripts and AI summaries on, next steps from the call become internal tasks on that ticket.

When she answers, and in which language

Where & when decides which lines she covers and when she picks up: When nobody picks up, after 5 to 60 seconds; After hours, outside the working hours you set; or Always first. She speaks Uzbek, Russian and English, and answers in the caller’s language.

She can answer customer chats, calls to your Telegram account, calls from your website’s chat widget and calls on connected phone lines. Owners and admins can listen live to calls she answers, and each call’s review shows the caller’s mood through the call.

Only owners and admins change MaryAI’s settings. She takes no seat on your plan; her calls count as AI call minutes instead. Her status is Active or Off, so you can pause her for a day without losing anything you set up.

What to set up first

Set her up in this order, because each step makes the next one easier to judge. The MaryAI and Library guide walks through each screen.

• Fill the Library. Start with what customers already ask about: delivery, returns, opening hours, your products.
• Test it with the Library’s Try it. Ask what a caller would ask. Every Not in your sources is a gap to fill, not a failure.
• Set Topics and Hand-over, so she knows what to answer alone and when to pass a customer on.
• Start with When nobody picks up in Where & when. She covers missed calls first, and your team still answers the rest.
• Make a test call with Try it on her page, then set her status to Active.
• Watch Usage. AI call minutes count against your plan’s monthly limit.

Questions people ask