#4 Automations using a Voice Bot
Welcome to the last episode of the series — How to build a voice bot for your business. Let´s focus on process automation and reporting. We are checking how to automate processes by integrating the Voice Bot with APIs and 3rd party systems, like Sentiment Analysis services. You will also learn how to send SMS, redirect the call to human agents and how to analyse the Voice Bot calls using some cool dashboards, like the one you see below.
So far, we’ve covered the main concepts, components and even a basic implementation of a Voice Bot. But typically in the business world, a Voice Bot use case needs to automate processes in the background. Essentially, Voice Bots are automations of phone calls. And in a real call, the human agent not only speaks, but also manipulates systems and databases. That can be done to retrieve information or to update new requests, such as Address Changes. So process automation is a crucial part of a Voice Bot project.
There are many ways you can automate processes from a Voice Bot call. The first approach that comes to mind is using APIs, an easy way to connect multiple systems. Or you could also use RPA technology to trigger background tasks for example.
So let’s return to our basic Dialogflow project implemented in the last episode and look how you can make some API requests:
Now it’s much better. With some programming skills, you could do whatever you want in each Intent, connecting with any system or database you have. If you’ve seen the previous videos, I showed you Sogi, our Voice Bot that sells itself. We did a lot of background automation there, but instead of doing it directly in Dialogflow, we used our Communication Platform SogedesX to do it, where it is much more flexibel.
Let me briefly show you our system, so you can see what a Voice Bot project looks like in SogedesX:
Very nice! I think now you have a pretty good idea of what is possible to do with Voice Bots and all types of automations you could perform on the backend. I encourage you to share some use case you have on your business, maybe we can give you a hand there.
But building a Voice Bot without being able to analyse it and understand how it is performing is not going to help you improve and continue enhancing the user experience. Voice Bot projects are iterative and improvements need to be made continuously by checking the conversations and also understanding where the Voice Bot is failing. Let`s see how Sogedes.AI Factory works:
Thank you so much for staying with me until the end of this series, I hope you now have a better view about Voice Bot technologies and how they can help your business. We know that setting up complex cases are difficult, so if you need some help implementing it, always feel free to reach us. Thanks and bye!
If you have any technical questions, just leave a comment or reach me on linkedin. (https://www.linkedin.com/in/brunofcarvalho1996/)
