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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 2024January 2025 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.
Step 1. Create Voice Bot
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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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Click Add to save your Voice Bot and proceed with the Dialplan configuration (step 2 below).
Types of Voice Bots
Generative AI
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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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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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Dialplan Configuration
Set Voice Bot in a Dialplan
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Dial by Name Setup
Setting up Dial by name option in Voice bot allows to ask the bot to dial colleagues just by pronouncing their name / extension. To configure the option, follow the steps below:
In Voice bot settings add the Transfer tool
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Fill out the fields of the Transfer section:
Description: enter instructions for the transfer, e.g. “Transfer the call to the extension number of the colleague from the same organization if asked by the caller.“
Context: enter the name of the Dialplan to which the call should be transferred
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The Dialplan should include the Dial the phone application:  |
Destination: select the option Directory, in this case the AI utilizes the Organization Directory for the transfer
Pipeline: choose the Voice bot should generate a reply and transfer the call or transfer the call without replying
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Click Save to save the changes and proceed with the Dialplan configuration (step 2 below).
Step 2. Configure Dialplan
To let store associates access Voice bot from the headset, you can add the Voice bot to the *wair* section of x-hoppers Dialpan. In this case, users can just double-press the AUX Functionbutton on the headset and get into the menu with the Voice bot. Add the following applications under *wair* number:
Set -> Codecs -> alaw, ulaw
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.Set -> Language -> select the language
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Note:
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Add the Voice Bot application and -> choose the necessary Voice Bot from the list:
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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:  |
Choose speaker
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In case you need to make Voice bot available by calling a specific number, you can enter the number and add the same applications mentioned above:
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Choose speaker
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Note: The support starts from WMS 6.09.20241129.1. |
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Set application -> choose the parameter Language - > choose language
Set application -> choose the parameter TTS Voice - > select speaker:
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Manage Voice Bots
The Voice Bots that you have created are displayed in 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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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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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:
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Step 1. Create a Chat Bot
Go to WMS x-hoppers admin -> PBX -> Integrations -> Cloud integrations
Select Chat Bots and click Add new Chatbot
Enter a name for your chatbot
Select the Webhook integration type for processing chat events
Fill out the Target field
Enable Allow users to find the bot using search checkbox to let users interact with the bot
Click Add to save and activate your chatbot
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