We find that we have already accomplished retrieving staus of a client in our CRM with Botpress and would have to replicate this in a Voice AI assistant like Synthflow. Would be nice to have an all in one assistant with all the features of Botpress and Syntflow.
neil
•
May 20, 2024
Adding to this, when the agent does a lookup to retrieve some form of information from our end (eg Repair Status / Expected Completion date etc) it will need to first of all get the set of all active repairs for that customer (based on phone number lookup) and then (if there is more than one active repair) confirm with the caller which repair they are calling about before giving the information relevant to that repair.
We then need to be able to route the transcript of the call into the correct repair record (the one the caller identified) when the transcript comes in. We could do this in a couple of ways :
By accessing a custom field (ie our repair record GUID) that is added to the transcript payload
During the call, we could push a notification to our endpoint to 'prime' the system to be ready to accept a transcript on that repair record GUID when it comes in for that customer at the end of the call.
Just some thoughts hopefully useful during development.
Sassun
Team•
May 11, 2024
Merging with the request from @Ryan Taylor
Realtime API so agent can share details
When it comes to feeding info into the live agent via API so the call can get answers on the call. Examples
When a callers asks: when will my vehicle be ready? The Agent would be able to provide the delivery date and time.
When a callers asks: Whats the update on my car? Agent could share the current status (In Paint department)
When a caller asks: How much is my repair going to cost? Agent could share (Total Estimate Cost)
Exciting times my friends thanks for all you do!
Sassun
Team•
May 10, 2024
@Greg Fussell Can you elaborate on this? Do you mean that the AI Assistant should be able to do Live API-Requests during the phone call?
Greg Fussell
•
May 10, 2024
Correct. For example, if a client wants to call to check on the status of an order, we could send a custom webhook to Shopify to return the status of the order. This allows for custom integrations to be made for any purpose people may need.
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Comments5
steve
May 23, 2024
We find that we have already accomplished retrieving staus of a client in our CRM with Botpress and would have to replicate this in a Voice AI assistant like Synthflow. Would be nice to have an all in one assistant with all the features of Botpress and Syntflow.
neil
May 20, 2024
Adding to this, when the agent does a lookup to retrieve some form of information from our end (eg Repair Status / Expected Completion date etc) it will need to first of all get the set of all active repairs for that customer (based on phone number lookup) and then (if there is more than one active repair) confirm with the caller which repair they are calling about before giving the information relevant to that repair.
We then need to be able to route the transcript of the call into the correct repair record (the one the caller identified) when the transcript comes in. We could do this in a couple of ways :
By accessing a custom field (ie our repair record GUID) that is added to the transcript payload
During the call, we could push a notification to our endpoint to 'prime' the system to be ready to accept a transcript on that repair record GUID when it comes in for that customer at the end of the call.
Just some thoughts hopefully useful during development.
Sassun
May 11, 2024
Merging with the request from @Ryan Taylor
Realtime API so agent can share details
When it comes to feeding info into the live agent via API so the call can get answers on the call. Examples
When a callers asks: when will my vehicle be ready? The Agent would be able to provide the delivery date and time.
When a callers asks: Whats the update on my car? Agent could share the current status (In Paint department)
When a caller asks: How much is my repair going to cost? Agent could share (Total Estimate Cost)
Exciting times my friends thanks for all you do!
Sassun
May 10, 2024
@Greg Fussell Can you elaborate on this? Do you mean that the AI Assistant should be able to do Live API-Requests during the phone call?
Greg Fussell
May 10, 2024
Correct. For example, if a client wants to call to check on the status of an order, we could send a custom webhook to Shopify to return the status of the order. This allows for custom integrations to be made for any purpose people may need.