OpenAI Assistant

The OpenAI Assistant integration connects your Voice Bot to OpenAI’s language models, enabling it to handle complex conversations and provide natural responses to user queries. By leveraging OpenAI’s advanced AI capabilities, your Voice Bot can understand context, manage dialogues, and deliver personalized interactions.

To utilize the OpenAI Assistant, you’ll need an API key from OpenAI. Most of the configuration is done on the OpenAI side, where you can set up models, prompts, and other parameters to tailor the assistant’s behavior to your needs. The integration with the Wildix system requires minimal setup, mainly involving entering your API key and configuring the Voice Bot to communicate with the OpenAI API.

Voice Bots can be enhanced by defining specific prompts and instructions that guide how the assistant interacts with users. Typical prompts may include setting the assistant’s tone, defining its knowledge base, and instructing it on handling various scenarios like handover.

Prompt Example

You're a voice assistant for TechFix Solutions at 789 Silicon Avenue, San Francisco, open Mon-Sat, 9 AM to 6 PM. Handle technical questions and schedule repairs by:

1. Asking full name.
2. Inquiring about the device and issue.
3. Requesting preferred appointment date and time.
4. Confirming details clearly.

Stay friendly, empathetic, and keep it casual. Use brief, conversational language without jargon.

Transfer

The transfer function allows the Voice Bot to hand over the call to a human agent or redirect it to other dialplan applications like Queues or IVRs. This is particularly useful when the Voice Bot cannot address a user’s query or when the caller requests to speak with a human representative.

Example: If a caller says, “I need to talk to customer support,” the Voice Bot can use the transfer function to redirect the call to the customer support queue.

Function Definition

{
  "name": "transfer",
  "description": "Transfer conversation to a human agent",
  "parameters": {
    "type": "object",
    "properties": {
      "context": {
        "type": "string",
        "default": "users"
      },
      "extension": {
        "type": "string",
        "default": "500"
      }
    },
    "required": [
      "context",
      "extension"
    ]
  }
}

Hangup

The hangup function allows the Voice Bot to gracefully end the call when the conversation has concluded. This function can be triggered when the Voice Bot determines that the user’s needs have been met or when the user indicates they wish to end the call. Utilizing the hangup function ensures that calls are properly terminated, freeing up resources and providing a smooth user experience.

Function Definition

{
  "name": "hangup",
  "description": "End's the call if the conversation is considered to be ended.",
  "parameters": {
    "type": "object",
    "properties": {}
  }
}