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This document provides description of __on how to set up Voice bot for x-hoppers, covering various scenarios such as providing answers to questions, rejoining and switching broadcasts etc. Created: February 2025 Permalink: |
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Select the integration type
In our examples below, we will use the Generative AI integration type for various Voice bot scenarios. To read more about different types of Voice bot integration available, check out the guide: How to configure Voice Bots.
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Then, follow the instrustions below to configure different Voice bot options:
Process Questions
In the Instructions field of the Voice bot, provide clear detailed instructions on how the bot should interact with users:
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Important: Please make sure the instructions are clear and precise, as it impacts Voice Bot performance and reliability. Prompt engineering can be an iterative process, which means that based on user feedback, you can improve the instructions for even better Voice Bot efficiency. |
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Note: The number of tokens one Voice bot can supports is _____. HoweverIf needed, e.g. in case you have multiple scenarios, you can configure multiple Voice bots, so there is the main Voice bot that delegates certain requests to other Voice bots. You can do it via the Delegate tool:
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Then, follow the instrustions below to configure different Voice bot options:
Rejoin Broadcast
In the Tools section, click Add tool:
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Choose the Transfer option:
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Fill out the fields:
Description: add instructions, e.g.
Transfer“Transfer if someone asks to rejoin broadcast or join
broadcastbroadcast”
Context: enter the name of the Dialplan
where the call should be transferred towhich includes the broadcast
Destination: leave it Predefined
Extension: *Wairhotline*
Pipeline: choose the option “Transfer the call without replying”, so that user joins the broadcast without any additional audio playback from the Voice bot
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Click Save to
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apply the changes
Switch Broadcast
In case there are several broadcasts and store associates need to switch between them, you can follow the steps below setup instructions:
In the Tools section, click Add tool:
Choose the Transfer option:
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Fill out the fields:
Description: enter instructions for the Voice bot, e.g.
Transfer“Transfer if someone asks to switch broadcast or change
broadcastbroadcast”
Context: enter the name of the Dialplan
where the call should be transferred towhich includes the necessary broadcast
Destination: leave it Predefined
Extension:
_________?enter the number set up in the Dialplan for this broadcast
Pipeline: choose the option “Transfer the call without replying”, so that user joins the broadcast without any additional audio playback from the Voice bot
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Click Save to save the changes
Dial-by-name for calling colleagues
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For detailed information and setup instructions, check out the guide How to set up and use Dial-by-name feature.
Silence Timeout
It is recommended to configure Silence timeout, so that when users keep silent for some time, the Voice bot automatically returns them to the broadcast. This could also cover cases when e.g. user called Voice bot by mistake and actually doesn’t need it. Waiting for a certain number of seconds would make the user rejoin the broadcast without any additional actions on the user’s side.
Proceed to the Voice bot Advanced Configuration -> Silence Timeout
Set the preferred number of seconds for the timeout
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In the Actions field, select the Transfer option:
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Fill out the fields:
Context: enter the name of the Dialplan which includes the broadcast
Extension: *Wairhotline*
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Click Save to save the changes
Set maximum duration
You can also set the maximum duration a user can talk to the Voice bot:
Proceed to the Voice bot Advanced Configuration -> Maximum Duration
Set the preferred duration, in seconds:
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In the Action field, choose the option Transfer:
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Fill out the fields:
Context: enter the name of the Dialplan which includes the broadcast
Extension: *Wairhotline*
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Click Save to save the changes
Dialplan Configuration
You need to add the created Voice bot to the *wair* section of x-hoppers Dialpan, to let store associates access Voice bot functionality via x-hoppers headset. Add the following applications under *wair* number:
Set -> Codecs -> alaw, ulaw
Set -> Language -> select the language
Voice Bot application -> choose the necessary Voice Bot from the list
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Usage
Start a call
Double-press the AUX Function button on x-hoppers headset
After the welcome message, press and hold the Push-to-talk button to unmute yourself
Depending on what information or assistance you need follow the instructions below:
Ask the AI Assistant a question and wait for an answer.
Or, if you need to make a call to the necessary colleague, ask to make a call providing the colleague ID or name, e.g. “Make a call to 335” or “Call John Doe”
The x-hoppers system processes the request and initiates a call to the necessary colleague.______
End a call _______ CHECK
To end a call and return to the broadcast, double-press the AUX Function button. - or ask to return to the broadcast??
Switch between a call and the broadcast _______ CHECK
To put the call on hold and switch to the broadcast, double-press the Push-to-talk button.
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If you need to switch to another broadcast, tell the AI Assistant “Switch broadcast”
To return to the broadcast:
Ask the AI Assistant to “Join broadcast”
Double-press the AUX Function button and keep silent for some time