Bland®

University

Module 1

3 lessons

Introduction to Bland

This module provides an overview of Bland, covering its purpose, key functionalities, and overall architecture. Students will become familiar with the terminology used in the platform and its basic operations.

LEARNING OBJECTIVES

Understand the purpose and capabilities of Bland.
Familiarize yourself with the Bland interface and key components.
Grasp the basic operations available within Bland.

Lesson 1

Overview of Bland

This lesson introduces Bland, its core purpose, and the main features it offers to users.

Lesson 2

Key Terminologies in Bland

Lesson 3

Bland Models and Architecture

Lesson 4

Introduction to Bland Operations

Module 2

4 lessons

Basic Operations

This module dives into the basic operations of Bland including sending and analyzing calls, managing vector stores, and handling Conversational Pathways.

LEARNING OBJECTIVES

How to start making calls with your Agents
How to feed data to your Agents via Knowledge Bases
How to build call scripts with Conversational Pathways
How to use the API to get the most out of your calls

Lesson 1

Making Calls

Understand what Bland is and its primary functions, Identify key features and benefits of using Bland and learn how to Navigate the Bland interface.

Lesson 2

Working with Knowledge Bases

Lesson 3

Intro to Managing Conversational Pathways

Lesson 4

Handling Inbound and Outbound Numbers

Module 3

3 lessons

Deep-Dive Into Pathways

This modules provides a comprehensive understanding of how pathways configure the AI (or agent’s) behavior during phone calls.

LEARNING OBJECTIVES

• Define what a Pathway is and explain its significance within Bland AI

• Guide learners through the process of creating a basic Pathway

• Introduce advanced features such as webhooks and custom tools for enhanced Pathway functionality

• Provide real-world case studies and best practices to help learners design and implement efficient Pathways

• Equip learners with the knowledge to test, refine, and optimize Pathways for improved performance and user experience

Lesson 1

Building Your First Pathway

Nodes are the fundamental building block of conversational pathways. Each node represents an action point during the call or instructional information available to your agent.

Lesson 2

Advanced Pathway Features

Lesson 3

Case Studies and Best Practices

Module 4

4 lessons

Advanced Features

This module explores advanced features of Bland, including custom tools, web agents, and integration with Twilio accounts.

LEARNING OBJECTIVES

Utilize custom tools within Bland AI
Manage web agents effectively
Integrate and manage Twilio accounts
Perform advanced call and batch operations

Lesson 1

Utilizing Custom Tools

This lesson covers the creation and management of custom tools in Bland.

Lesson 2

Managing Web agents

Lesson 3

Integrating Twilio Accounts

Lesson 4

Advanced Call and Batch Operations

Module 5

3 lessons

Call Monitoring, Analytics, and Optimization

This Module explores how you can monitor and analyze your calls made with Bland.

LEARNING OBJECTIVES

Gain instant insights about your call campaign performance
View latency and performance details
Identify and flag any issues occurring on individual calls
Determine overall infrastructure performance and ensure the quality of call experience for all of your users

Lesson 1

Mechanics of Call Monitoring

Understand what Bland is and its primary functions, Identify key features and benefits of using Bland and learn how to Navigate the Bland interface.

Lesson 2

Introduction to Analytics

Lesson 3

Feedback and Monitoring

Module 6

3 lessons

Correcting Pathway and Prompt Issues

This module explores how you can quickly improve and iterate on your Pathways

LEARNING OBJECTIVES

Improve on prompts
Create better integrations
Learn about common mistakes and best ways to fix them

Lesson 1

How and When to Optimize Your Pathways/Prompts

If you’ve implemented the logging and analysis methods taught in Module 7 then sooner or later you will start to identify anomalies in your call Agents. There are rarely perfect initial Agents and a true enterprise solution will have a feedback and improvements loop in place to tweak the calls over time.

Lesson 2

Common Prompt and Pathway Mistakes

Lesson 3

A Poor Examples and How We Fix Them

Module 7

6 lessons

A Customer Service System

Welcome to Module 5, where we will take all of the fundamentals from the previous modules and put them to the test on a real-world problem that a Bland customer might face.

LEARNING OBJECTIVES

Set up a pathway structure and define node types and conditional paths
Fine-tune nodes based on customer data
Create custom tools to interact with a customer support ticketing system
Build a system for post-call analysis
Use analytics to create a feedback loop and troubleshoot issues as they arise

Lesson 1

Lesson 0

Before we start building our pathway inside the Bland Conversational Pathways Editor Interface, let’s break our problem down into manageable components and, ultimately, sub-pathways.

Lesson 1

Creating Our First Draft Node Pathways

Lesson 2

Fine-tuning Each Node

Lesson 3

Setting Up Post Call Analysis

Lesson 4

Troubleshooting and Optimization

Bland®

AI Phone Calls

Docs

Discord

Bland.com