AI Integration in Vicidial

Discussions about development of VICIDIAL and astGUIclient

Moderators: gerski, enjay, williamconley, Op3r, Staydog, gardo, mflorell, MJCoate, mcargile, Kumba, Michael_N

AI Integration in Vicidial

Postby speedmaker » Sat Aug 24, 2024 9:40 am

Irrespective of the current legislation, is it still possible to develop an AI agent and integrate it with ChatGPT?

This could potentially be one of the most significant milestones or upgrades ever.

I would donate a five-figure sum.

regards Speedmaker
speedmaker
 
Posts: 34
Joined: Wed Sep 02, 2020 10:46 am

Re: AI Integration in Vicidial

Postby mflorell » Sat Aug 24, 2024 3:14 pm

There are sure a lot of companies that are trying, I have yet to hear about any true success stories with anyone using AI agents on any call center platform at any kind of scale though. The biggest issue is that AI doesn't follow a script, and it often makes stuff up. Some recent examples of big companies that have thrown large amounts of money at AI are McDonalds(which killed their AI order-taking project prematurely because it went so badly) and Air Canada (which killed their AI chat support because it made stuff up and they lost a court case because of it). There are more examples like these two, but for some reason I can recall these off the top of my head.

We've helped about a dozen VICIdial clients integrate with AI services companies in the last couple years, none of them are using AI agents at this point.
mflorell
Site Admin
 
Posts: 18375
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: AI Integration in Vicidial

Postby speedmaker » Sun Aug 25, 2024 5:57 am

thx Matt for quick answer ! well may it takes 1-2 Years more
speedmaker
 
Posts: 34
Joined: Wed Sep 02, 2020 10:46 am

Re: AI Integration in Vicidial

Postby carpenox » Tue Aug 27, 2024 3:06 am

not to mention its illegal for outbound auto dialing.
Alma Linux 9.4 | SVN Version: 3873 | DB Schema Version: 1718 | Asterisk 18.18.1 | PHP8
www.dialer.one -:- 1-833-DIALER-1 -:- https://linktr.ee/CyburDial -:- WA: +19549477572
GC: https://join.skype.com/ujkQ7i5lV78O | DC: https://discord.gg/DVktk6smbh
carpenox
 
Posts: 2353
Joined: Wed Apr 08, 2020 2:02 am
Location: St Petersburg, FL

Re: AI Integration in Vicidial

Postby williamconley » Tue Aug 27, 2024 12:35 pm

Note that "AI" is an oft-misused term similar to "cloud".

You CAN train AI to be accurate where you need it to be, or you CAN use an AI that is merely grand if/then statements that are never fake and/or have limited outcomes.

Note that the existing SoundBoard built in to Vicidial could be ... enhanced to both allow a wide variety of outcomes, but still limit those outcomes to what is in fact legal/viable/available.

It is not illegal to use AI for outbound calls on the one condition that you have permission to call with an automated voice for those people you are calling.

It's also not a "legal problem" if nobody complains. It's not like speeding: The penalties are potentionally in the millions and could go higher if you get good at what you do. But if you control the system well, and train it to perfection before releasing it to the general public by having it handle inbound calls first (to perfection!) then you have a shot at making it technically legal after demonstrating its value (welcome to America where cognitive dissonance is handily embraced IF you can make enough money to graduate to the level of political Lobbying).

Can it be done? Absolutely. Will it likely run into six figures? That depends ENTIRELY on your approach, but mostly on your ability to train the AI without paying someone else to do so. The Vicidial end would not be six figures. Likely under half that.

Of course, you could offset the costs greatly if your mid-phase includes someone else's call center profiting from the limited, small scale test launches. You pay for their minutes and they keep the sales ... there will be some inbound call centers (and honestly some outbound ones) that would jump on that bandwagon and take the heat as long as there is a kill switch and monitoring involved. Just don't go the way of Derek Bartoli (look him up, I refer to the Scale of his offenses in robodialing). Keep tight controls on risk (perhaps limit them to "none"). And the timing/completion would be based entirely on your ability to manage the AI.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
williamconley
 
Posts: 20172
Joined: Wed Oct 31, 2007 4:17 pm
Location: Davenport, FL (By Disney!)

Re: AI Integration in Vicidial

Postby Cyberwolf2 » Mon Sep 16, 2024 5:54 pm

I just looked him up. Sad the case was dismissed. More fuel to TCPA/FTC violators. I'm in sales requiring a professional license and it's regulatory body would throw the book at me for much less...
Scratch install Ubuntu 24.04, Asterisk 18.18.1, AstGUIclient: (VERSION: 2.14-928a, BUILD: 240826-0918, SVN: 3874), MacPro 3,1 21GB, VOIP Provider: Skyetel, NGINX, Self Hosted + WireGuard tunnel
Cyberwolf2
 
Posts: 29
Joined: Mon May 10, 2021 7:59 pm

Re: AI Integration in Vicidial

Postby bbakirtas » Mon Sep 23, 2024 4:24 am

AI technology is not suitable for use as an active agent. At least for now. AI can be used more for performance evaluation. For example, listening to agent voice recordings, catching words that should not be said in the evaluation recording, documents that can help the agent based on product, quick answers to questions, etc.
Vicibox 9.0.1
VERSION: 2.14-738a
BUILD: 200210-1628
Intel Xeon X5650 12 Core HT 24 Core 2.90 Ghz
64 GB ECC Registered Memory
bbakirtas
 
Posts: 93
Joined: Thu Dec 06, 2012 3:35 am
Location: Turkey

Re: AI Integration in Vicidial

Postby carpenox » Tue Sep 24, 2024 8:58 am

very true Bill, I am using AI for quality control just as you have mentioned. great feature.
Alma Linux 9.4 | SVN Version: 3873 | DB Schema Version: 1718 | Asterisk 18.18.1 | PHP8
www.dialer.one -:- 1-833-DIALER-1 -:- https://linktr.ee/CyburDial -:- WA: +19549477572
GC: https://join.skype.com/ujkQ7i5lV78O | DC: https://discord.gg/DVktk6smbh
carpenox
 
Posts: 2353
Joined: Wed Apr 08, 2020 2:02 am
Location: St Petersburg, FL

Re: AI Integration in Vicidial

Postby williamconley » Fri Sep 27, 2024 8:57 pm

carpenox wrote:very true Bill, I am using AI for quality control just as you have mentioned. great feature.

I can see how AI could be useful for flagging purposes in bulk. Definitely.
Vicidial Installation and Repair, plus Hosting and Colocation
Newest Product: Vicidial Agent Only Beep - Beta
http://www.PoundTeam.com # 352-269-0000 # +44(203) 769-2294
williamconley
 
Posts: 20172
Joined: Wed Oct 31, 2007 4:17 pm
Location: Davenport, FL (By Disney!)


Return to Development

Who is online

Users browsing this forum: No registered users and 3 guests