You have the ability to utilize a Conversation Builder Voicebot for IVR deflection.
IVR Deflection flow leveraging a Voicebot
To do this you must activate voice features, claim a number (if required), create a skill and assign the number to the skill, create a voice bot with the required flow, and assign the skill to the bot.
You can follow the steps provided to set up the voice bot configuration.
Activate Voice features
Log into Conversational Cloud.
Select Manage > Management Console from the hamburger menu. The Management Console appears.
Search for Voice bots in the search bar. The Voice Bots page appears.
Click the Click to activate option.
Scroll down, and in the pop-up window, enter your email address. Then review the terms and conditions, and check the box to indicate that you’ve done so. Click Agree.
Create a skill
For a Voicebot, when the consumer makes a call to a phone number, if the phone number’s assigned skill matches the Voice bot’s assigned skill, the Voice bot answers the call.
In this step, you create the skill that you’ll later assign to both the phone number and the bot.
Open the menu on the left side of the page, and select Manage > Users & Skills to open the Management Console.
Select the Skills tab. The Skills page appears.
Click + Add skill in the lower-left corner.
Specify the following:
- Name: Provide the skill name to be used.
- Description: Provide a descriptor for the skill added.
Click Save. The skill is added.
Make a note of the skill name provided as you will be using the same to skill when adding your phone number.
Claim a Phone Number
If you already have an existing number that you want to use with your brand, you can. But if you want to claim a number to use. You can do the following:
Open the menu on the left side of the page, and select Manage > Management Console to open the Management Console.
Search for Phone Number Management, and select it. The Phone number management page appears.
Under Add Phone Numbers, enter the toll-free or local phone number that you want to acquire, and click Search. (You can search for local numbers by region or area code.)
Click the Select button for the phone number.
Click Checkout, and then click Confirm at the bottom of the list. The connectivity profiles section appears.
Locate (or search for) the number that you just claimed, and click the corresponding Edit Details menu option. The Edit Details window appears.
In the Edit Details window, specify the following:
- Description: Provide a description for the number to be claimed.
- Skill: Provide the skill you added for use with the voice bot.
Click Save Details.
The phone number is enabled automatically and ready for use. Ensure that this number is provided to your brand to be added to their IVR system, so that the user is forwarded to the number on IVR prompt.
After this is done, next you must create a bot user and voice bot to like the bot user to.
Create Bot User
You must create a user for your bot and assign the skill that is linked to the phone number to the user.
When assigning a skill to the bot user ensure that you assign the skill assigned to the phone number.
Set the Max no. of messaging conversations to the number of calls that you want the Voice bot to handle simultaneously. Select Custom settings, and enter the number.
Create Transfer to Messaging Credential
Log in to your Conversational Cloud account and navigate to Automate > Conversation Builder.
The Conversation Builder appears.
Click the three-dot-menu and click Bot Accounts. The Bot Accounts page appears.
Click Credentials. The Credentials page appears.
Click Add Credential. The Add Credential window appears.
In the following fields, provide the following:
- Name: Provide the name for your credential.
- Authentication Type: Select Transfer to Messaging from the dropdown menu.
Click Next. The Authenticate section appears.
In the Add Credential dialog box, provide the following:
- Client ID: Enter the unique identifier that the LivePerson C2M system uses to identify Conversation Builder as a recognized client application. Get this client ID from your LivePerson account representative.
- Client Secret: Enter the secret key that's used to verify that Conversation Builder is authorized to access the LivePerson C2M system. Get this client se cret from your LivePerson account representative.
The credential provides a client ID and client secret to establish a secure and authorized communication channel between the Conversation Builder Voicebot and LivePerson's Connect-to-Messaging (C2M) system.
Click Save.
The Credential is added and saved. Once the Credential is created you can go ahead and create the voice bot.
Create Voice Bot
You can go ahead and create the voice bot and add the conversation flow as required for your brand.
Log in to your Conversational Cloud account and navigate to Automate > Conversation Builder.
The Conversation Builder appears.
Click New Bot. The Choose a Bot Template window appears.
Select Custom > Custom Bot. The Bot details page appears.
Provide the following information:
1. Name: Input the name for your bot into the field.
2. Description: Input information describing your bot.
3. Channel Type: Select the voice option.
4. Bot Language: Select the language from the dropdown for your bot.
5. Bot Group: Select a bot group if required, from the dropdown menu.
Once done click Create Bot. The Bot Dialog page appears.
Click Add dialog. The Add dialog window appears.
Provide a name, description, and click Save. The dialog appears.
Click +Pattern. The Interaction Settings page appears.
Navigate to Patterns & Intent page, add agent and help to the patterns field. Click Save.
Click Transfer to Messaging to add the integration interaction.
Select the Transfer to Messaging credential you added in the earlier step from the dropdown menu. Click + Add JSON the Enter JSON and preview page appears.
Select the SMS channel template from the dropdown, click the option to copy the template and then paste it into the JSON column.
Update the JSON as follows:
- Replace the value for “consumerPhoneNumber” with your own mobile phone number. (Ordinarily, you’d use a variable here, but for this tutorial, you want the SMS messages to be sent to your own mobile phone.)
- Replace the value for “handoffId” with the ID of the API handoff that you created in the C2M system.
- Replace the skill with the name of the skill you created, in this case, “human”.
- Replace the value for “ivrNumber” with the phone number that you assigned to the Voice bot, prepended with “ + “. (The IVR number is the number from which the call was transferred.)
- Delete the rest of the JSON, keeping just the closing brace.
The JSON should look like this:
ivrNumber isn't required. Only consumerPhoneNumber, handoffId, and skill are required. But specifying the ivrNumber means that Voice bot's phone number is shown as the number from which the call was transferred.
Click Save. Next you must create the dialogs that will handle the success and failure flows.
For more information on setting up success and failure flows see steps 10 to 18, here.
Once done click Save.
Once the voice bot is created and tested, you need to assign the skill to your voice bot. To do this you must create an agent connector and add it to the bot user you created earlier.
Create Agent Connector
You must configure the agent connector for your brands voice bot and add it to the bot user.
Log in to your Conversational Cloud account. The homepage appears.
On the hamburger menu click the Automate tab and click Conversation Builder. The Conversation Builder page appears.
Click the voice bot created for your brand. The bot dialog page appears.
Click the ellipses menu and select Agent Connectors. The agent connectors page appears.
Click Add Agent Connector. The Add Agent Connector modal appears.
In Agent User ID select from the list the bot user you have created. Click Save, the agent connector is successfully added.
Click Start to enable to the Agent Connector. The agent connector is online.
Your voice bot is now connected to the phone number, utilising this method when a user prompts the required IVR selection they are transferred to the voice bot.
