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Voice Bots is a poweful tool that allows automated responses and routes customers' and your team’s queries via bot assistance. There are several Voice Bot integration types:
Generative AI let you create highly interactive and intelligent Voice Bots without any coding expertise. By providing specific instructions, the AI model generates dynamic, context-aware responses that enhance user engagement. You can also create easily incorporate custom functions to interact with third-party servers, allowing your bot to perform actions like fetching real-time data, updating records, or triggering external processes during a conversation. This option doesn’t require coding experience.
Webhooks and AWS SQS allow you to take full control over your voice bot sessions. These options are ideal if your voice bot requires custom handling of conversations; you can build a service to analyze events and generate responses.
Dialogflow CX is aversatile AI platform, which is great at handling natural language and managing conversations, even when they get a bit complicated. It is good for automating customer interactions, handling queries, and passing customers to agents when needed, especially in cases where you have clear predefined use cases of customer interactions, where the scenarios of communication with customers are generally the same.
OpenAI Assistant connects your Voice Bot to OpenAI’s language models, which lets to handle complex conversations and provide natural responses to user queries. With OpenAI’s advanced AI capabilities, your Voice Bot can understand context, manage dialogues, and deliver personalized interactions.
Use Cases
Voice Bots can be used in a variety of ways. Here are some examples:
Shop assistance: assisting customers in finding products, checking availability, or making recommendations based on their interests.
Order processing and tracking: helping customers 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.
Step 1. Voice Bot Creation
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It is possible to create up to 100 Voice Bots per organization. |
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Click Add to save your Voice Bot
Types of Voice Bots
Generative AI
When configuring Generative AI as the integration type, you need to create a clear and precise prompt with instructions for AI agents, which directly impacts Voice Bot performance and reliability. Prompt engineering is an iterative process, so based on user feedback, you can refine your prompts for even better Voice Bot efficiency.
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Identity: define who the AI agent is, outline its persona and role to set the context for interactions.
Style: establish guidelines for the agent's communication style, including tone, language, and formality.
Response Guidelines: specify preferences for the response format, including any limitations or requirements in terms of the response structure.
Task and Goals: indicate the objectives the agent should achieve and outline the steps it should follow.
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Webhook
Specify the following fields, when configuring Webhook as the integration type:
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Important: The endpoint should be publicly accessible with a valid HTTPS certificate, accept HTTP POST requests with JSON payloads, respond with codes from 200 to 299 as quickly as possible, and handle multiple identical calls in case of retries due to network or server failures (up to 3 times). |
AWS SQS
If you configure AWS SQS as integration type, you need to provide the following details to establish the connection with your AWS SQS queue:
Target: enter the URL of your SQS queue. This is where the events are sent, for example, https://sqs.amazonaws.com/11111/wildix-events-queue
Key: enter your AWS Access Key ID. It is used to sign the request that x-hoppers sends to AWS SQS.
Secret: enter your AWS Secret Access Key, which is paired with your AWS Key to sign the requests securely.
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Dialogflow CX
If you configure Dialogflow CX as the integration type, you need to fill out the following fields to establish the connection between x-hoppers and your Dialogflow CX agent:
Private Key: click Upload and upload the private key file associated with your Google Cloud service account
Location: fill out the region where your Dialogflow CX agent is deployed (typically it is a region-specific identifier, for example, europe-west1, us-central1)
Language: indicate the language that your Dialogflow CX agent will use to understand and respond to user inputs. Make sure the language code matches the languages supported by your Dialogflow CX agent, e.g.:
enfor EnglishAgent ID: provide the unique identifier of your Dialogflow CX agent, links your Voice Bot to the specific Dialogflow CX agent that you’ve configured in Google Cloud.
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OpenAI Assistant
If you configure OpenAI Assistant as integration type, you need to fill out the following fields to enable the connection between x-hoppers and OpenAI's API:
API Key: enter the unique identifier that allows to grant access to the OpenAI API, which lets to send requests and receive responses from the Assistant
Assistant ID: fill out the unique identifier of a specific OpenAI Assistant you created.
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Manage Voice Bots
The Voice Bots that you have created are displayed in WMS -> PBX -> Integrations -> Cloud integrations -> Voice Bots section. You can see the Voice Bot name, Bot ID, and Integration type.
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Edit a Voice Bot
To edit a Voice Bot, click on the Edit (pencil) icon:
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Make the necessary changes and click Save:
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Delete a Voice Bot
To delete a Voice Bot, click on the Delete icon:
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On the screen that pops up, type the word “delete” and click Delete:
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Step 2. Dialplan Configuration
To set Voice Bot in a Dialplan:
Set a language which the Voice Bot will use: add Set application -> Language -> select the language
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Add the Voice Bot application and choose the necessary Voice Bot from the list:
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Traces
In Traces section you can see a table with the following information: Session ID, Voice Bot name, Caller, Duration of the call, date and language. Clicking on a session in Traces
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, you can view events of the session.
Voice Bots API
You can find Voice Bots API here: https://docs.wildix.com/api-reference/rest/wim/voicebots/#/