How to set up Voice Bot for x-hoppers

Introduction

Voice bot is a versatile tool that allows store associates to ask questions and instantly receive answers right via x-hoppers headset. Powered with this AI tool, x-hoppers can process questions and generate responses based on its knowledge base (e.g. for questions about company information), which is played back through a user’s headset. Also, Voice bots allow to call a colleague, or, in case there are multiple broadcast channels, easily switch between them.

For detailed description of Voice bot use cases and setup options, check out the guide How to configure Voice Bots.

Requirements

• WMS 6.08.20241029.2 or higher

Voice Bot Setup

To add a Voice Bot, follow the steps below:

• Go to x-hoppers admin -> PBX -> Integrations -> Cloud integrations -> Voice Bots

• Click Add New Voicebot:

• Enter Voice bot name and first message, that will be played to a user calling the Voice bot:

• 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.

In the Instructions field of the Voice bot, provide clear detailed instructions on how the bot should interact with users:

Example:

You are a friendly call assistant for {Company name} employees.

Your responsibility is to serve as a virtual call assistant. You listen to spoken commands from the user, interpret the intent, provide answers to questions when asked, and route calls to the corresponding tool or dialplan within Wildix telephony system. You can perform the following tasks:

Provide answers to questions:

Listen: Capture and process user questions with accuracy, allowing natural language variations.

Provide clear and precise answers from your knowledge base. 

Call Routing:

Listen: Capture and process user commands with accuracy, allowing natural language variations.

Interpret: Map user commands to specific routing options (e.g. switch to another broadcast, dial a colleague).

Route: Forward calls to appropriate dialplans/ tools based on command interpretation.

Error Handling & Feedback:

Unrecognised Commands: If the command isn't understood, respond with helpful feedback, such as: "I didn't understand your command. Please try again."

Unavailable Commands: If the command is not recognised, but there is a similar command, inform the user and offer a list of options available.

Retries: Allow the user a chance to rephrase or repeat the command if an error occurs.

Note: If 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:

• Go to the Tools section, click Add tool:

• Choose the option Delegate:

• Enter ID of the Voice bot to which the request should be delegated and provide description with clear instructions:

• Click Save to apply the changes.

Then, follow the instrustions below to configure different Voice bot options:

Rejoin Broadcast

1. In the Tools section, click Add tool:

2. Choose the Transfer option:

3. Fill out the fields:

• Description: add instructions, e.g. “Transfer if someone asks to rejoin broadcast or join broadcast”

• Context: enter the name of the Dialplan which 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

4. Click Save to apply the changes

Switch Broadcast

In case there are several broadcasts and store associates need to switch between them, follow the steps below:

1. In the Tools section, click Add tool:

2. Choose the Transfer option:

3. Fill out the fields:

• Description: enter instructions for the Voice bot, e.g. “Transfer if someone asks to switch broadcast or change broadcast”

• Context: enter the name of the Dialplan which 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

4. Click Save to save the changes

Dial-by-name for calling colleagues

Dial-by-name feature gives possibility for store associates to call a colleague right via x-hoppers headset.

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.

1. Proceed to the Voice bot Advanced Configuration -> Silence Timeout

2. Set the preferred number of seconds for the timeout

3. In the Actions field, select the Transfer option:

4. Fill out the fields:

   • Context: enter the name of the Dialplan which includes the broadcast

   • Extension: *Wairhotline*

5. Click Save to save the changes

Set maximum duration

You can also set the maximum duration a user can talk to the Voice bot:

1. Proceed to the Voice bot Advanced Configuration -> Maximum Duration

2. Set the preferred duration, in seconds:

3. In the Action field, choose the option Transfer:

4. Fill out the fields:

   • Context: enter the name of the Dialplan which includes the broadcast

   • Extension: *Wairhotline*

5. 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

Usage

1. Double-press the AUX Function button on x-hoppers headset

2. After the welcome message, press and hold the Push-to-talk button to unmute yourself

3. Depending on what information or assistance you need follow the instructions below:

   1. Ask the AI Assistant a question and wait for an answer.

   2. 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”.

   3. If you need to switch to another broadcast, tell the AI Assistant “Switch broadcast”

4. To return to the broadcast:

   1. Ask the AI Assistant to “Join broadcast” or “Rejoin broadcast”

   2. Keep silent for 3 seconds (the silence timeout is specified by admin)