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Getting Started

This guide will help you define the goals of your bot and choose the right integration type that best suits your needs. By the end of this page, you'll have a clear roadmap for setting up your Voice Bot using one of our available integration options.

Define Your Bot's Goals​

Before diving into technical configurations, it's crucial to understand what you want your Voice Bot to achieve. Defining clear objectives will guide you in designing the conversation flow and selecting the appropriate integration.

Questions to Consider​

  • What is the primary purpose of the bot?

    • Customer support
    • Sales inquiries
    • Information dissemination
    • Appointment scheduling
    • Interactive entertainment

  • Who is your target audience?

    • Existing customers
    • Potential leads
    • Internal team members
    • General public

  • What tasks should the bot perform?

    • Answer FAQs
    • Process transactions
    • Provide personalized recommendations
    • Connect to a human agent when necessary

  • What level of complexity is required?

    • Simple, rule-based responses
    • Contextual understanding with memory of past interactions
    • Integration with third-party services and databases

Setting SMART Goals​

Ensure your objectives are:

  • Specific: Clearly define what the bot should do.
  • Measurable: Determine how you will measure success (e.g., reduced call volume, increased customer satisfaction).
  • Achievable: Set realistic goals considering your resources.
  • Relevant: Align the bot's functions with your overall business strategy.
  • Time-bound: Establish a timeline for development and deployment.

Choose the Right Integration Type​

Based on your defined goals, select an integration that offers the features and capabilities you need. Below is an overview of our available integrations to help you make an informed decision.

1. Generative AI​

The Generative AI integration empowers you to 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. Additionally, you can 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.

Key Features:

  • Instruction-Based Customization: Tailor the bot's behavior by providing specific instructions to the AI model.
  • No Coding Required: Build complex interactions and functionalities without writing code.
  • Custom Functions: Integrate with third-party services to fetch data or perform actions during a conversation.
  • Call Control: Internal SIP integration enables the bot to route calls to human agents or any other dialplan extension when certain predefined conditions are met.

Ideal For:

  • Businesses seeking rapid Voice Bot deployment without extensive technical resources or coding experience.
  • Applications requiring dynamic, context-aware conversations with personalized, adaptive interactions.
  • Organizations needing seamless integration with external systems for real-time actions and custom functionality.
  • Companies aiming to enhance customer satisfaction through intelligent, human-like interactions and multilingual support.
  • Scenarios where efficient issue resolution is crucial, allowing bots to transfer calls to human agents when necessary.

Considerations:

  • Ensure your instructions to the AI are clear to avoid misunderstandings.
  • While coding isn't required, understanding of AI prompts can enhance performance.

2. Webhooks & AWS SQS​

This integration provides a robust way to interact with your Voice Bot using webhooks and Amazon Web Services Simple Queue Service (AWS SQS). It allows your service to process events like transcription, reply and interruption and control the session through an HTTP API and SDK.

Key Features:

  • Event-Driven Communication: Receive real-time notifications of user interactions through webhooks.
  • Session Control: Use the HTTP API and SDK to send commands such as "say," "transfer," or "hangup."
  • Custom Responses: Dynamically generate responses based on your backend logic and data.

Ideal For:

  • Organizations with development resources to manage backend services.
  • Applications requiring tight integration with existing systems and databases.
  • Scenarios where precise control over the conversation flow is necessary.

Considerations:

  • Requires development effort to handle webhooks and API interactions.
  • Time-consuming.

3. Dialogflow Integration​

Dialogflow integration lets you create Voice Bots using Google's NLP, featuring strong intent recognition and context management. It can handle complex dialogues, with support for call transfers via custom responses.

Key Features:

  • Intent Recognition: Dialogflow excels at understanding user intents by analyzing input and determining the purpose behind the conversation. This allows for more accurate and meaningful responses, even in complex interactions.
  • Visual Flow Builder: Design conversation flows using an intuitive interface.
  • Manual Logic Definition: Dialogflow allows users to manually define all bot logic in a highly structured and predefined manner. You have full control over the bot’s behavior, enabling you to craft custom interactions based on specific rules and conditions, making the bot as deterministic or flexible as your use case requires.

Ideal For:

  • Businesses already using or familiar with Google Cloud services.
  • Complex conversational applications requiring detailed dialogue management.
  • Teams that prefer a visual approach to designing conversation flows.
  • Fast and deterministic responses to the customers.

Considerations:

  • May require time to learn Dialogflow CX's interface and capabilities.
  • Time-consuming.

4. OpenAI Assistant​

The OpenAI Assistant integration connects your Voice Bot to OpenAI's language models. You'll need an API key and can utilize all the features offered by the OpenAI Assistant. Configuration is primarily done on the OpenAI side, with minimal setup in the Wildix system.

Ideal For:

  • Teams that are comfortable configuring services directly through OpenAI.
  • Companies that have fine-tuned OpenAI models.

Considerations:

  • An OpenAI API account and secret key must be configured.
  • You may need time to learn how to use OpenAI's platform.

Plan Your Bot's Conversation Flow​

With your goals defined and integration selected, start planning how your bot will interact with users.

Tips for Designing Conversation Flow

  • Focus on user-centric design by anticipating user needs and questions.
  • Ensure clarity and brevity to keep responses concise and maintain engagement.
  • Plan for misunderstandings or unrecognized inputs to handle errors effectively.
  • Personalize interactions using available data where appropriate.
  • Test different scenarios by mapping out various user journeys to identify potential issues.