Tools

Tools can enhance the capabilities of your voicebots, allowing them to execute specific tasks during a call. By integrating these tools, you can seamlessly align your voicebots with your existing workflows.

Voicebots can be equipped with embeeded tools to perform actions such as transferring calls, delegating tasks, or ending conversations appropriately. Understanding these tools and how to implement them effectively is crucial for optimizing your voicebot’s performance and ensuring a smooth user experience.

Handover

The Handover tool enables the chatbot to seamlessly hand over conversations to human agent or services. This functionality is particularly beneficial when inquiries require human assistance.

Description

The description feature allows your chatbot to recognize appropriate moments for transferring conversations. Providing detailed descriptions helps your chatbot determine when and how to escalate interactions effectively.

Example:

• If a user requests human assistance or expresses frustration, transfer the conversation to a human agent.

Reply Instructions

When the option Generate a reply as instructed and handover the conversation is selected, specific instructions guide the chatbot on what to communicate to the user before the transfer occurs. The chat transfer will be executed immediately after the chatbot delivers the generated response.

Example:

• Reply "I’ll connect you to our billing department for further assistance."

Delegation

Delegation allows your chatbot to forward user requests to specialized chatbots for accurate, focused, and efficient responses. Acting as a central router, your primary chatbot identifies the user’s intent and directs the request to specialized chatbots, improving handling of tasks such as support queries, sales inquiries, or scheduling requests.

Pros:

• Specialization: Delegating interactions to specialized chatbots ensures more precise handling of user requests within particular domains, resulting in improved accuracy and user experience.
• Modularity: Creating modular chatbot systems allows each specialized chatbot to be independently optimized, tested, and scaled, making system enhancements straightforward.
• Performance: Specialized chatbots respond quickly and accurately, minimizing vague or incorrect answers due to domain-specific training and fine-tuning.
• Simplified Routing Logic: The primary chatbot’s role becomes straightforward, focusing solely on classifying and routing user requests to appropriate specialized bots.

Cons:

• Latency: Delegation may introduce slight latency as requests pass through multiple layers—initial recognition, routing, and receiving a response from specialized chatbots.
• Complexity: Routing accuracy may suffer when user requests overlap multiple domains, risking misclassification and reduced user satisfaction.

Considerations:

• Fallback Mechanism: What happens if a specialized bot can’t handle the request? It’s essential to design a fallback strategy, where the main bot either takes over again or provides the user with guidance.
• User Experience: Ensure consistent response tone, style, and format across all chatbots to maintain cohesive user interactions.
• Delegation Limits: Delegation transitions per interaction are limited to 3 to maintain efficiency and prevent resource overuse.
• Circular Delegation Prevention: Chatbots should avoid delegating requests back to the initiating bot or creating circular loops. The system detects and prevents circular delegation to maintain efficiency and stability.

Suggestions

The Suggestions feature allows your chatbot to present users with pre-defined response options that match the current conversation context. These quick replies appear as clickable buttons, reducing user effort and accelerating communication flow. By setting additional instructions, you can precisely control when and which quick replies are presented, ensuring they're always relevant and helpful.

Instructions

When configuring the Suggestions tool, you can provide instructions for when and how to display quick reply options. These instructions determine the context-trigger conditions and the specific options to present.

Example

Follow the rules below and provide quick replies only when there is a clear match. Otherwise, return an empty list.

If the reply is a greeting-related message:
- 🚚 Delivery
- 📦 Track My Package
- 🧑‍💬 Talk to Human

If the reply is a confirmation-related message:
- ✅ Confirm
- 🚫 Cancel