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This document provides description of Voice Bots feature, setup instructions, use cases and overview of how you can benefit from using Voice Assistant.

Created: November 2024

Updated: December January 2024

Permalink: https://x-hoppers.atlassian.net/wiki/x/DAD8B

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Introduction

Voice Bots is a poweful powerful tool that allows automated responses and routes customers' and your team’s queries via bot assistance. There are several Voice Bot integration types:

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  • Shop assistance: assisting in finding products, checking availability, or making recommendations based on their interests.

  • Order processing and tracking: helping to place orders and provide updates on delivery status.

  • Call centers: handling routine calls and reducing wait times, so that human agents can focus on more complex issues.

  • Customer service: answering common questions of the customers, providing account information, or helping with troubleshooting over the phone.

  • Language support: communicating with customers in multiple languages to address queries of a more diverse audience.

  • Collecting feedback: gathering customer reviews or feedback through voice interactions to improve services.

Voice Bot Creation

Infotip

It is possible to create up to 100 Voice Bots per organization.

To create a Voice Bot, proceed with the following steps:

  • Navigate to WMS x-hoppers admin -> PBX -> Integrations -> Cloud integrations -> Voice Bots

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  • Click Add New Voicebot:

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  • Enter Voice Bot name

  • Enter First message (optional)

  • Select the integration type for processing events:

    • Generative AI

    • Webhook

    • AWS SQS

    • Dialogflow CX

    • OpenAI Assistant

  • Fill out the necessary fields depending on the selected integration type (see instructions below)

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The Voice Bots that you have created are displayed in WMS x-hoppers admin -> PBX -> Integrations -> Cloud integrations -> Voice Bots section. You can see the Voice Bot name, Bot ID, and Integration type.

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  • Set a language which the Voice Bot will use: add Set application -> Language -> select the language

Infonote

Note:

  • The following languages are supported:

    • English (British), English (US), French, Italian

    • Spanish, Dutch, German, Arabic, Catalan, Danish, Swedish, Portuguese - starting from WMS 6.09.20241106.2

    • Swiss German - starting from WMS 6.09.20241211.2

  • Arabic (ar), Swedish (se) are not present in the drop-down list, but you can enter them manually, for example:

setting-language-manually.png

  • Basque and Estonian languages are not supported.  

  • Add the Voice Bot application and choose the necessary Voice Bot from the list:

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Note

Note: Voice bot cannot be started in case the call was answered with opus codec. To avoid such a scenario, you can set alaw/ ulaw codecs in Dialplan: add Set application -> Codecs -> alaw, ulaw:

set-alaw,ulaw-codecs.png

Choose speaker

Infotip

Note: The support starts from WMS 6.09.20241129.1.

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Step 1. Create a Chat Bot

  1. Go to WMS x-hoppers admin -> PBX -> Integrations -> Cloud integrations

  2. Select Chat Bots and click Add new Chatbot

  3. Enter a name for your chatbot

  4. Select the Webhook integration type for processing chat events

  5. Fill out the Target field

  6. Enable Allow users to find the bot using search checkbox to let users interact with the bot

  7. Click Add to save and activate your chatbot

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