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How to work with a voice bot

This article is aimed to explain the main principles you should know to work with a voice successfully.

  1. A voice bot developed in our Dialog Builder is a bot that can talk to your client when he/she calls on the phone number the bot is connected to. The voice bot is just the regular dialog that can happen between two people, only in case of the voice bot a robot (your bot) answers to a person (your client). So, calling to a bot phone number, your client should talk to a bot normally. No additional requirements or sounds to start the speech are required.
  2. To develop a voice bot, you need to build a dialog structure in the Dialog Builder exactly in the same way you do it for all bots taking into account that this bot is the voice dialog between your client and a robot. This means that logically you can not use some tools of the Dialog Builder like buttons, for example. Also important: you can use text and audio files only!
  3. Developing a bot, you can use Forms, but we don’t recommend to collect long personal data like emails with them. To collect this data, your client should pronounce them a letter by letter so that a bot records them right. That is kind of long and annoying. In general when you use voice bots, it’s better to make forms simple and short not to overload your client with questions. Also take into account that the bot records the phone number of your client automatically, so no need to ask for it in the Form.
  4. If the voice bot doesn’t get what a client means 3 times consequently, it switches him/her to a live operator like in a text bot.
  5. The voice bot doesn’t work on Whatsapp, Facebook Messenger, website widget or any other channel you can connect your bot to. The voice bot is only for phone calls.
  6. To use the voice bot, you can set up a phone number through Voximplant or Twilio. You can find an article how to set up a phone number on Voximplant here: https://academy.odus.ai/knowledge-base/how-to-set-up-a-phone-number-via-voximplant/ You can find an article how to set up a phone number on Twilio here: https://academy.odus.ai/knowledge-base/how-to-set-up-a-phone-number-via-twilio/

How to set up a phone number via Voximplant

How to get a phone number for your bot via Voximplant

To set up your voice bot, you need to get a phone number for it via https://voximplant.com/. This easy exercise can be done in the following way.

1. You create an account on https://voximplant.com/

2. In the main menu of the personal account you go to Numbers -> My phone numbers -> Buy new phone number

3. Then you need to select a country, a state, a type of the number and a region for a desired phone number.

Please, pay attention that Odus allows you to send voice broadcasts and SMS to phone numbers of your users. That’s why selecting the right properties for your phone number pay attention to the details a phone number provides.

For example, if you are from Russia and you want to send SMS to your users, then you can choose only Moscow region with details “SMS support” in brackets (the example is stated in the picture). Usually all European mobile phone numbers and all US phone numbers support SMS.

4. To complete the purchase, you need to press the button “Buy selected” in the bottom of the page and proceed with the payment.

How to connect a phone number to your bot

1. First, you need to create a new application in your Voximplant personal account. In the main menu you follow to Applications -> New Application -> Name of a new application -> Create

2. When the application is created, it receives an ID. You can go into the application and copy this ID from URL.

3. You go to your personal account in Odus and follow in the main menu Configure -> VoIP. You need to enter data from Voximplant here. Application ID is from the step 2 of this instruction.

To enter Account ID and API key, in your personal account in Voximplant you follow the button of your profile -> API Access -> copy data from these two lines to Odus

4. After you enter these data and press “Save”, the second menu will open to you. You need to choose the phone number to be assigned to your bot from the list of phone numbers from your Voximplant account. Then you also select the language of your bot and a gender of the voice. You press “Save” again, and your voice bot is ready to use!!

 

How to use multi-intents

A block in the Dialog Builder that is aimed to help you work with many meanings in user’s wording is called “a multi-intent”.

What is a multi-intent

A multi-intent is an intent that can summarize two or more intents. In other words, a multi-intent can summarize two or more meanings so that your bot can give a more precise answer to the user’s request. For example, if a user asks a question about the delivery of a certain product and the bot has separate intents about the terms of the delivery and about variety of products, then we can create a multiintent by combining these two intents.

How to create a multi-intent

A multi-intent can be a key one when a dialogue starts with it and an ordinary one when it is inside the dialogue. The logic here is the same as with intents. You can a button to create a multi-intent exactly in the same places as they are for intents.

All intents, both key intents and ordinary intents inside the dialogue, are available to be used inside the key intent.

In the answer block we add the answer specifically for this intent.