How do I set up AI agent voice?

How do I set up AI agent voice?

Quick Answer

Enable the ai_bot & voice_bot flags, gather bot identity, knowledge files and extension numbers, then follow MyOperator’s 10-step configuration flow—create bot, set identity, upload KB, add functions, write system prompt, tweak advanced settings, save draft and publish.

Prerequisites Checklist

  • Named identity – e.g., "Kavya from SwiftKart"
  • Knowledge Base PDFs or text (return policy, FAQs…)
  • Live department extensions (Logistics 101, Support 102 etc.)
  • User role with Bot access and both feature flags ON

Step-by-Step Configuration Walkthrough

  1. Create New Bot – Bot Module → “+ Create new bot”, name "SwiftKart_SupportBot_Evening", select Voice bot (cannot change later), click Create.
  2. Bot Identity Layer
    • Bot Name & Identity (50 char max) – what caller hears.
    • Primary Role – pick one (Customer Support Agent, Receptionist Agent, Lead Qualification Agent, Appointment Scheduler Agent, Information Gatherer Agent or custom).
    • Tone – up to 5 (e.g., Friendly, Helpful, Professional).
  3. Voice & Language
    Select one voice profile (Shikha, Shruti, Deepika, Priya, Chahat, Sumit, Punit, Raghu, Tushar, Arjun, Paresh, Neeraj) and one language mode (English Only, Hinglish, Dynamic Multilingual).
  4. Upload Knowledge Base
    Add files; status must show “Processed”, not “Training”. Best practices: text-heavy, split by topic, update on every policy change.
  5. Configure Functions
    Built-in:
    transfer_to_extension(extension_number)
end_call()
    Optional custom API functions—define endpoint, headers, params, use {{session_variables}} in body.
  6. Write System Prompt (minimum 100 chars, max 25,000)
    Use session variables:
    {{Caller Phone Number}}, {{Company Display Number}}, {{DID}}, {{Call Time (UTC)}}, {{Call Time (IST)}}, {{Morning/Afternoon/Evening (IST)}}.
    You are Kavya from SwiftKart, a friendly and helpful customer support agent.
Always greet the caller: "Good {{Morning/Afternoon/Evening (IST)}}! You have reached SwiftKart customer support. I am Kavya. How can I help you today?"
You help callers with: order status queries, return and refund policy questions, and delivery complaint escalation.
If the caller asks about order status, ask for their order ID and use the available function to check status.
If the caller asks about return or refund policies, answer from the knowledge base.
If the caller has a delivery complaint or damaged product, say: "I understand this is frustrating. Let me connect you with our logistics team right away." Then call transfer_to_extension(101).
If you cannot resolve the issue, say: "Let me connect you with a support specialist." Then call transfer_to_extension(102).
If the caller wants to end the conversation, say: "Thank you for calling SwiftKart. Have a great day!" Then call end_call().
Always be warm, speak in Hinglish, and keep responses short -- one question or one answer at a time.
  7. Frustration Handover
    Toggle ON to auto-transfer angry callers; choose escalation department (e.g., Support 102).
  8. Fallback Prompts
    Agent Busy (customised): "Our support team is helping other customers right now. Please hold – we will be with you in just a moment!"
    No Extension Found: "Sorry, the requested department is unavailable at the moment. Let me help you with your queries."
  9. Advanced Settings
    • Silence Wait Duration – default 10 s (5–15)
    • Maximum Silence Retries – default 2 (1–5)
    • Interruption Handling – OFF by default; enable for natural feel but note limitation: bot restarts sentence if cut off.
  10. Save Draft or Publish
    Draft saves anytime; Publish requires all mandatory fields plus escalation dept if Frustration Handover ON. Live bot enters read-only view. Future edits create new drafts; publish to push new version.

Versioning, Deletion & Safety Nets

• Unsaved Changes modal prevents accidental loss.
• Bot type is immutable; wrong type → delete & recreate.
• Deletion requires typing DELETE; check call-flow dependencies first—Phase 1 will not auto-update flows.

Access & Permissions

  • Feature flags: ai_bot shows Bot menu; voice_bot unlocks AI agent voice card.
  • Default role access: Owner/Admin/Manager = full; Call Agent = none unless "AI Bot" permission enabled in Settings → Permissions.

Troubleshooting Guide

Issue 1 – Cannot Publish: verify every required field list above.
Issue 2 – Generic Answers: KB still training, vague prompt, or image-heavy docs → wait, rewrite prompt, re-upload text PDFs.
Issue 3 – Dead Air / Premature Hang-up: raise Silence Wait to 12-15 s and Retries to 2–3.
Issue 4 – Transfer Fails: wrong extension in prompt or non-existent department.
Issue 5 – Need to change bot type: impossible—create new bot.
Issue 6 – Deleted bot breaks flow: recreate bot and repoint call flow; deletion is permanent.

Tech Support FAQs (Post-Deployment)

  • "How many KB files?" – no hard limit; upload only relevant ones.
  • "Multiple AI voice bots per account?" – yes, unlimited on Bot Listing Page.
  • "Grayed AI agent voice card?" – voice_bot flag disabled; contact account manager.
  • "Mixed Hindi & English?" – choose Hinglish or Dynamic Multilingual.
  • "Edits not live?" – you saved draft but didn’t Publish.
  • "Concurrent editors?" – avoid; Phase 1 lacks locking.

Defaults & Limits Reference

  • Bot Identity / Primary Role – 50 chars each
  • Tones – up to 5; 20 chars each
  • System Prompt – 100–25,000 chars
  • Fallback prompts – 5,000 chars each
  • Silence Wait – 5–15 s (default 10)
  • Silence Retries – 1–5 (default 2)

Keywords

AI agent voice setup, create voice bot, feature flags ai_bot voice_bot, system prompt example, transfer_to_extension, frustration handover, silence wait duration, knowledge base upload, publish draft, bot deletion safety, session variables, MyOperator permissions