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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: January 20242025 Permalink: https://x-hoppers.atlassian.net/wiki/x/DAD8B |
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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. |
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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 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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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:
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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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