AI Voicebot

VCC AI Voicebot lets you create customized Virtual Agents that can automatically interact with customers based on your instructions.

Table of Contents

• How to create a VCC Live AI Voicebot with VCC Live IVR?
• VCC Live AI voicebot process parameters
• Using Actions and Parameters in VCC IVR
• Use VCC Live AI Voicebot Parameters on the Agent Script

How to create a VCC Live AI Voicebot with VCC Live IVR?

Navigate to project > Channels > Voice > Inbound

In the Processes tab, you can find the Actions drop-down menu. Here you can select Media service and insert it into your IVR structure

VCC Live AI voicebot process parameters

To successfully initialize a VCC Live AI voicebot in your IVR, you need to pass on various parameters in Initialization parameters

speed: The speed of the text read-back, e.g., “1.1”

voice: The generative voice to be used, e.g., “coral”

languageCode: The language code of the voicebot, e.g. “hu”

In the Parameters section, you need to pass the following:

systemInstruction: The system instruction given to the voicebot

Using Actions and Parameters in VCC IVR

If you would like to use an action or a parameter from VCC Live AI voicebot in VCC IVR (e.g. to navigate the user to the agent queue if certain conditions are met), then do the following

• In the process, capture context parameter names by entering a variable name separately, e.g., $contextvariable
• Later on in the IVR, you can build logic on such variables. For example, in an IF process, you can check whether $contextvariable.humanagent LIKE yes is true, and then navigate the customer to a queue in VCC’s IVR.

Use VCC Live AI Voicebot Parameters on the Agent Script

In an agent script, you can use the Script JS SDK to reference variables that you used to store Voicebot parameters.

You can create a function in the following way to get the variable: vcc.getScriptVariable(‘global.ivr.variable’), where ‘variable’ is what you have defined in your IVR process.