Page Comparison

...

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

• Order processing and tracking: helping customers 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.

...

• 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)

...

• Add Tools:
  Tools allow a Voice Bot to execute specific tasks during a call. By integrating tools, you can align your Voice Bots with your existing workflow. See the list of available tools below:

  • Transfer: allows to transfer a call to an agent or route via Dialplan

  • Delegate: gives possibility to delegate user’s request to another Voice Bot

  • Hangup: allows the Voice Bot to end a call by himself it the call is considered finished

  • Wait: allows to analyze the the user’s response and wait for more input if the response was incomplete

  • Third-party Function: gives possibility to integrate Voice Bot with various API options

To add a tool:

1. Click Add Tool -> choose the necessary option:

...

2. Fill out the necessary details:

...

• Configure Advanced Configuration:

  • Interruption Detection: if enabled, customers can interrupt the bot and the system will stop the playback of the voice bot's response. By default, the option is disabled.

  • Silence Timeout: set the timeout before a call is automatically ended due to inactivity and the action (hangup or transfer) that should be performed when the call ends.
    In case you choose to transfer the call after the Voice Bot reaches the silence timeout, you need to specify:

    • Context: the Dialplan procedure

    • Extension: extension to which the call should be transferred

...

• Maximum Duration: the maximum duration of a call in seconds and action (hangup or transfer) that should be performed when the call ends.

...

• Click Add to save your Voice Bot

...

2. On the screen that pops up, type the word “delete” and click Delete:

...

Dialplan Configuration

...

Set Voice Bot in a Dialplan

...

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

Info

Note: The following languages are supported: English (British), English (US) , Spanish , French, Italian Spanish, Dutch, German, Arabic, Catalan, Danish, Swedish , Norwegian , Portuguese - starting from WMS 6. Norwegian (no), 09.20241106.2 Swiss German - starting from WMS 6.09.20241211.2 Arabic (ar), Swedish (svse) are not present in the drop-down list, but you can enter them manually, for example: Basque and Estonian languages are not supported.

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

...

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: Image Added

Choose speaker

You can change the default speaker by adding the following applications before the Voice Bot application in the Dialplan:

1. Set application -> choose the parameter Language - > choose language

2. Set application -> choose the parameter TTS Voice - > select speaker: 

...

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, 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/#/

Use Case: Using Voice Bots with Chat Bots

You can enhance your experience of using Voice Bot feature by combining it with Chat Bots (you can find Chat Bots documentation here: https://wildix.atlassian.net/wiki/x/4APOAQ ). For example, you can set up Voice Bot that would gather information from a customer and send it to the conversation with managers via a Chat Bot:

Step 1. Create a Chat Bot

1. Go to WMS -> 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

...

After creating the bot, click on Manage API keys to create API key:

1. Click Create new API Key

2. Enter a name for identification

3. Click Create and copy the secret using the Click to reveal button. You will need the secret when configuring Voice Bot.

...

Step 2. Create a conversation

Create a conversation in x-bees where you need to add the Chat Bot you’ve created as well as the managers who should receive the notifications.

Also, make sure to copy conversation ID, which will be required during Voice Bot creation:

...

Step 3. Create Voice Bot

Configure Voice Bot of Generative AI integration type.

In our example, we’ve used the following text as the First Message:
Hello! Do you have any complaints or suggestions regarding Wildix products?

And added the following instructions:

You are a customer care agent that collects all the complaints and suggestions about Wildix products. Try to understand with which product customer is having problems or has a suggestion. Carefully collect all the details. Then pass them to the manager in the chat.
Share with the manager any emotions or sentiments the customer had if any. Ask the customer their name before passing the information to the manager and remember to pass the customer's name as well. Hang up after saying thank you and good-bye if the customer says they have nothing else to add.

Image Added

In Tools section, add Hangup and Third-party Function options:

...

We’ve used the following parameters in the Parameters section of Third-party Function section:

{
  "type": "object",
  "properties": {
    "text": {
      "type": "string",
      "description": "The message to the manager containing all the details about complains and suggestions collected from a customer"
    }
  },
  "required": [
    "text"
  ]
}

In Integration section, in the URL field (1) next to the POST Method, entered the following data:

https://api.x-bees.com/v2/conversations/channels/{Conversation_ID}/messages

Where {Conversation_ID} is the ID of the conversation from Step 2.

Click Add authorization and enter the Secret from Step 1 into the Bearer field (2):

...

Click Save to save the changes.

Step 4. Configure Dialplan

Set up Voice Bot in the Dialplan:

...

When calling the number set in the Dialplan, the call is answered by Voice Bot, which gathers the required information and send it to the conversation:

...