Voice AI

1. Login to Conversation Builder with the user credentials.
2. Go to User Management → Skills, create a new skill i.e. VoiceBotSkill.
3. Go to User Management → Users, create a new user of type “Bot”. Make sure you give the Nick Name and  a friendly name (i.e. <Brand Name> Virtual Assistant) so that it’ll display the friendly name on the Agent Workspace during the call.
   • Authentication → API key
   • Generate API Key
   • Associate the user to the skill that was created in step 2. Assign the ‘Agent’ role to the bot user and select the skill you created in step 5 for this bot. 
4. Go to Management Console → Connect and Converse → Phone Number management
   • Scroll to Local Numbers → Enter Area Code to search and select a phone number. Finish the procedure to checkout the number. This will be now Visible in Connectivity profiles. Give it few seconds for the tool tip or icon be “Configure profile to enable”.
     • Special notes for EMEA numbers : If you have purchased an EMEA number, please contact @Cynthia Huynh and @Amit Mishra as we would need to collect docs for the number to be active. 
     • To test use US numbers or an EMEA number (you may have to buy number for few EMEA region number are free.
   • In the Connectivity Profiles section of the page, select the 3 dots next to number you got and “Edit Details”.
   • Give a description and select the skill created in step 5 i.e. VoiceBotSkill. Please ignore the Campaign and Engagement and DO NOT select anything for those fields.
5. Go to Conversation AI -> Knowledge AI
   • Either use already imported KB (change the name if you would like) OR
   • Better import a new one (steps for this are not added here)
6. Go to Conversation AI → Intent manager
   • Build → Add Domain i.e. <Brand Name> Test Domain
   • Import (or you can chose to do this manually as the file below has many unnecessary intents) → .csv file type → Select the .csv file attached at the bottom of this page → Edit anything you want. 
   • Click on Train & Create Version
7. Go back to Conversational AI > Click on Bot Environment > Add Environment. Enter any environment name and set “system_handleIntermediateUserMessage” to false. Click + to add the variable and then click button Add
8. Go to Conversation AI -> Conversation builder → new bot → Generative AI → generative AI Voice bot template → Create Bot
   • Go to Integrations tab at the top and Select the knowledge base you created earlier in Step 8
   • Go to Dialog settings → and Select the domain that you created in Step 9
   • Go back to Dialogs tab (next to Integrations tab)
     1. Make changes to what the bot says as the template assumes some “text”. Make sure you click the green tick box at the top of the dialog to save the changes. 
     2. For each of the Questions interactions, click on the intent and make sure you are selecting the correct intent. For example Affirmation, select the Affirmation intent. Make sure you click the green tick box at the top of the dialog to save the changes. 
     3. In the “Transfer to priority Queue” interaction, give a e.164 number for testing like (Replace “<add phone number here>” with a phone number as in +1xxxxxxxxxx). Make sure you use the +1 (example taken here is for U.S update as per the region) at the beginning. Make sure you click the green tick box at the top of the dialog to save the changes. 
9. Go to Bot Settings and select the “Bot Environment” and also starter dialog of “Welcome”
10. Go to Agent Connectors at the top →  Add Agent connector pointing to the Bot agent user created in Step 3

                  Under Custom configurations, set disableGreetings to true

                  Start the Agent Connector

      11. MAKE the call and test the voice bot