Moderators: gerski, enjay, williamconley, Op3r, Staydog, gardo, mflorell, MJCoate, mcargile, Kumba, Michael_N
jovieticar101 wrote:... the system will capture the incoming voice then calculate it then provide a good script / rebuttals for our agent base on what we've capture ...
My Question is how can we capture the realtime voice of a person from the other line.
williamconley wrote:jovieticar101 wrote:... the system will capture the incoming voice then calculate it then provide a good script / rebuttals for our agent base on what we've capture ...
My Question is how can we capture the realtime voice of a person from the other line.
That sounds like a best-use-case scenario for the present state of "AI" (note the quotes, lol).
You want the AI to provide "best guess" rebuttals for the agent. That's very good, actually.
Yes, You can have an AI "monitor" line which could then provide information via a scripted iFrame which renews/refreshes every second to get "up to the second" input from your AI, assuming you can handle the programming of the AI.
Two stages: Setting up the monitor line at the start of the call so the AI can process the audio and generate prompts/options for the agent. Then coding the iFrame into the script with AJAX in the iFrame to continuously refresh from the AI service's HTML production (or text response, but then the Vicidial or other web server would have to accept the AI output, convert it to something visually functional for the agent, and then reply with that information when the next refresh occurs).
Absolutely possible with today's technology. IF you can write the AI code to interpret and provide the rebuttals. Presently, however, we just use a soundboard with all the rebuttals in the agent's voice premade and let the agent push the button corresponding to the audio (recorded previously, with proper intonation and practiced terminology) into the agent session. Vicidial's soundboard is very useful for that.
jovieticar101 wrote:I dont need the sound board. my plan is to give only the best script/rebuttal for the agents. all they need to do is to read the script until they close or hangup the call. the reason is to expand our talent pool cause all they need to do is to read the script
Users browsing this forum: No registered users and 8 guests