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How to Create a Voice Bot
What is a Voice Bot

Voice bots are chatbots operating in voice channels. They can understand speech and talk with people like a human agent. Like chatbots, voice bots can run automated chat flows for various purposes, put data into your Customer Relationship Management (CRM) and transfer calls to the appropriate agents.

Voice bots use Natural Language Processing (NLP) to interpret words. When it comes to giving replies, voice bots can either use pre-recorded audio files or Text-to-Speech (TTS) technology. 

If you are providing customer service in voice channels, voice bots are a perfect solution. For large numbers of incoming requests, voice bots significantly improve customer service. They can answer calls around the clock and save customers from lengthy waiting for an available agent.

To use voice bots, you need to first create and configure your voice bot on the Comm100 Control Panel. This article describes the steps to creating a voice bot and making advanced configurations.

Note: Voice Bot is not included in the Comm100 Omnichannel plan and must be purchased separately.
Creating a Voice Bot

To create a Voice Bot, follow these steps:

  1. Log in to the Comm100 Control Panel. 
  2. From the left navigation menu, go to Bot > Voice Bot. 
    kb-create-voice-bot-010.png
  3. Click New Voice Bot
  4. On the New Voice Bot drawer that appears:
    kb-create-voice-bot-03.png
    1. Input your bot name. You can also add a description for the bot.
    2. Select the language for the voice bot. Comm100 voice bot provides 25 language options.
    3. Choose the voice for your bot from the drop-down list. Click the speaker button on the right of the drop-down menu to listen to the sample audio.
    4. Choose the channel for the voice bot. You can choose Twilio or SIP. The session initiation protocol (SIP), a popular internet telephony protocol, forms the foundation of all types of internet communication sessions. Twilio is a cloud communication platform as a service (CPaaS) that provides services for phone calls, text messages, and so on. If you already have a call center, choose SIP which incurs a lower cost. To integrate with a new phone number, choose Twilio. 
      • Twilio

        When choosing Twilio, you need to choose the phone number country and select the phone number from Twilio’s library. You can use the search function when choosing the phone number.

        Note: You cannot change your number after the bot is created.
      • SIP

        Input the SIP server address and credentials. The server address can be in the format of hostname:port or ipaddress:port. If the port number is 5060, it can be omitted, for example, 10.222.111.220; Otherwise, the port number must be included, for example, 10.222.111.220:6060. Voice bot uses Username and SIP Server for registration by default. If you need to use a different Auth Username or Outbound Proxy, please fill them.

        Note:  If the SIP server address and credentials work, the voice bot status will show Registered after creation. If the status is Unregistered, you need to modify the server address or credentials.

        kb-create-voice-bot-07.png

  5. Click Save. Your voice bot is successfully created.
    Note: You can create only one voice bot. Chat with us if you wish to create more voice bots.
Changing Advanced Settings

Comm100 has preset the advanced configurations for voice bots. After creating a voice bot, you can change the advanced settings to suit your unique requirements. 

The advanced settings for voice bots include the following:

  • Voice Bot Sensitivity

    Defines how sensitive the voice bot is to callers’ questions. The sensitivity score ranges from 0 to 100. When receiving callers’ input, the voice bot scans the intent base and provides the answer with the highest matching score. The lower the sensitivity, the more likely the voice bot will provide high confidence answers to callers.

    To learn more about voice bot sensitivity, see this article.

  • Time Interval to Repeat Last Message When No Input

    The voice bot will repeat its last message within the defined time if there is no input from the caller.

  • Time Interval to Hang Up Call When No Input

    The voice bot will hang up the call within the defined time if there is no input from the caller.

  • Hang Up Call Message When No Input

    When there is no caller input after the defined interval, the voice bot will play the audio version of the message and hang up immediately after.

  • Words That Trigger Bot to Wait

    When hearing these words, the voice bot will pause and wait for the Bot Waiting Time.

  • Message When Bot is Triggered to Wait

    The voice bot will play the audio version of the message when being triggered to wait.

  • Bot Waiting Time

    The duration that the voice bot will stay on the line without talking when being triggered to wait.

    Note: 
    • If the bot receives a caller response before the Bot Waiting Time is up, the Bot performs the next action based on the caller's input. For example, if Bot Waiting Time is 90 seconds, and the caller says “contact a human agent” when 80 seconds pass, the bot will transfer to a human agent right away.
    • If the bot does not receive a caller response until the Bot Waiting Time is up, the bot repeats the last message after Time Interval to Repeat Last Message When No Input. For example, if Bot Waiting Time is 90 seconds, Time Interval to Repeat Last Message is 20 seconds, and the caller does not say anything after 90 seconds, the bot will repeat the last message after 110 (90+20) seconds.

 

To change advanced configurations, follow these steps:

  1. Log in to the Comm100 Control Panel. 
  2. From the left navigation menu, go to Bot > Voice Bot, and click Manage.
    kb-create-voice-bot-04.png
  3. In the bot list area, click the Edit icon against the voice bot.

    kb-create-voice-bot-05.png
    The Edit Voice Bot drawer appears.

  4. On the Edit Voice Bot drawer, expand the Advanced section and modify the parameters as required.
    kb-create-voice-bot-06.png
  5. Click Save. Your changes take effect immediately after the settings are saved.