How to Setup Conversational AI – Convoso Self-Help Center

Conversational AI is a user-friendly menu system in which a customer can interact through keywords and will dynamically route their calls to its proper destination.

While using this feature the lead will have a fast automated conversation with the IVR, ensuring that only qualified leads will get through to your agents.

Upload the Audio Files needed for Conversational AI.

See this link to know more about how to do it.
How to Upload Audio Media

From the Dashboard, click on Apps and select Conversational AI from the drop down.

Click on the Add Conversational AI button.

Control Panel Section will open.

Right-click on the Question which is a Blue Element Box, and click on Edit

Edit Box Section will appear. Configure the following.

Start Point - This will be the start point of the Conversational AI.
Answering Machine Detection - Having this On, the system will filter Answering Machine Calls. (Turned Off by default)
Name: This is a descriptive name for this Question.
Audio Sensitivity: This is the ability of the system to detect the lead's voice.
- If the leads audio has a lot of background noise, Audio Sensitivity should be lower to filter out background noise.
Speech Timeout - This is the length of time the system will listen for a reply before executing an action.
- Example scenario: If speech timeout is set to 500ms (5sec) and lead talked for 10 seconds, the system will only listen for the first 5 seconds of what the lead said.
Audio File: This is the Audio Message that customer will hear. The audio file usually contains instructions on what the customer will say or do.
Skip Speech Detection - Once this feature is turned ON, the system will play the audio recording set on the question and will route straight to the destination after the audio recording played.
Speech Input Delay: Determines how soon a customer can respond to the question.
- For example, the delay is set to 5 seconds. When the customer hears the audio message and responds before 5 seconds, the system won't be able to detect his/her response. He/She needs to wait 5 seconds before they can respond.
- If the delay is set to Delay Until Audio is Played, the customer won't be able to enter response until the entire message is finished.

Invalid Response Audio Sensitivity: This is the ability of the system to detect the lead's voice.
- If the leads audio has a lot of background noise, Audio Sensitivity should be lower to filter out background noise.
Invalid Response Speech Timeout - This is the length of time system will listen for a reply before executing an action.
- Example scenario: If speech timeout is set to 500ms (5sec) and lead talked for 10 seconds, the system will only listen for the first 5 seconds of what the lead said.
Max Invalid Response - Number of Invalid Responses.
Invalid Responses - Select an audio file that will play if the lead selected an invalid response.
Invalid Destination - Select a destination where you want to send the call if the lead selected an invalid response. (Click View button to see the Destination)

Example Destination Options:

Campaigns - Select a campaign where the call will be transferred to any available agent on that campaign.

No Response Audio Sensitivity: This is the ability of the system to detect the lead's voice.
- If the leads audio has a lot of background noise, Audio Sensitivity should be lower to filter out background noise.
No Response Speech Timeout - This is the length of time the system will listen for a reply before executing an action.
- Example scenario: If speech timeout is set to 500ms (5sec), system will execute the not response action after 5 seconds of not hearing anything.
No Response Timeout - Timeout seconds for No Response.
Max No Response - Number of No Response.
No Response Audios - Select an audio file that will play if there is no response from the lead.
No Response Destination - Select a destination where you want to send the call if no response detected. (Click View button to see the Destination)

Click on Apply Button to Save the Changes.

Note: System will not allow you to Save or Apply Changes if Audio Settings is not configured.

To Clone or Copy Question Elements: Right-click on the Question Element and click on Clone.

The system will create a copy of the cloned Question Element and will be indicated on the element's name.

Once done you can now configure Recognition where you can connect to a destination through words or values.

Right click on the Recognition box and select Edit.

Under the Edit Connection window, you can now put the name of the recognition and the recognize words/values.

Add the word or value that will trigger the system to transfer you over to the destination.

Name - Name of the Connection.

Upload Options - To upload recognize words or values (Click here to know more on How to Upload, Copy and Export Words or Values.)

Copy Options - Copy the same recognize words/value from the other connection.

Store Match to Lead Field - Recognize Word/Value will store on the selected field.

Add Recognize Words/Values - Enter the words or values you want to use.

AI Training - search the most common responses to questions for the purpose of training the AI. It will compile the top 50 responses and display how many times that response was recorded.

Select any Date range and click on the Train button.
Click on the drop down to view the most common responses that were recorded by the system.
You can add those common responses as your connector by selecting the word on the drop down option then select a type
Click on Add button.

To Configure the Responses

Select the Type of Recognize Words or Values with either Contains, Exact Match or Regular Expression. You can also delete an entry by clicking on the Remove button.

You can also set the priority of each word/values based on the priority level. The higher the number, the higher the priority.

Down below you will see the connection source and where it will go once the system accepts your words/values recognition.

Click on the Apply button once done.

Next up is to configure the Destination. This is where the call will go from the Connection Source to Recognition to Destination.

Right click on the Destination box and select edit.

On the Edit window, configure the following:

Name - Name of the Destination.
Recording - Select a Recording that you want to play once it goes to the Destination.
- Click on Upload File to add a new Audio File from the computer.
Route To - Select where you want to route the call. (Click View button to see the route to settings)
Disposition - Select the status that the system will use after the call was routed.
DTMF - Select the DTMF Digit that the system should select once routed to this Destination.

Click on the Apply button to save the settings.

Note: If the Charge is set to No, Conversational AI settings cannot be saved unless the Route To Action is set to Terminate Call

This message window will appear

You can add more Connection Sources, just click on Add Question and Add Destination which you can connect to your existing Conversational AI.

Note: System will not allow you to connect a Fixed recognition to an existing destination.

If you want to have a new recognition to connect it to the same destination, you need to drag a new recognition from the Question and drop it to the destination.