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How to configure Voice Bots

How to configure Voice Bots

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 2025

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

Introduction

Voice Bots is a powerful 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 a versatile 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 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

It is possible to create up to 100 Voice Bots per organization.

To create a Voice Bot, proceed with the following steps:

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

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