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 customer will have a fast, automated conversation with the IVR, ensuring that only qualified customers will get through to your agents.


In this section, we will discuss how to assign Conversational AI Scripts to Campaigns.

From the Dashboard, go to Call Center and select Campaigns.

Click on the Conversational AI Campaign to enter the settings.




Under the General Settings section, scroll down to Conversational AI Scripts.


Using Just 1 Conversational AI Script
Picked up Call From is set to 1 by default, set the Picked up Call To 999 and select the Script.

Here's an example setup.
The campaign will play the script New Conversational AI every time that the leads answer the phone.

Using Multiple Conversational AI Scripts based on Call Pickup History.
Picked up Call From is set to 1 by default, set the Picked up Call and select the first script.
Picked up Call From should be set by the next number, set the Picked up Call to 999 and select the next script.

Here's a sample setup.
If the system detected that the lead answered the phone 1 to 5 times before, it will play the script New Conversational AI.
If the system detected that the lead answered the phone 6 times or more, it will play the script Conversational AI Morning Test.

Using Multiple Random Conversational AI.
Picked up Call From is set to 1 by default, set the Picked up Call To 999 and select the multiple scripts.

Here's a sample setup.
The system will either play New Conversational AI, Conversational AI Morning Test or SS CAI scripts in Random Order.

Note: It is important that the last entry will have the Picked up Call set to 999. If this is set less than that, no script will be played after the last indicated number of picked up calls.

For example, the Picked Up Call is set to 5 and you save the settings, this message will appear.