Voicebot Campaign:


What is it:


Voicebot campaign as the name suggests is basically enabling bots to have a conversation with customers at scale. This means instead of live agents or an IVR, bots will be calling to hundreds or even thousands of customers. This is possible through conversational AI where Bots will be trained to have a conversation with customers, i.e. understand customer’s intent and give responses. Voicebot can be used for both inbound and outbound calls, but in the context of campaigns, we are referring to outbound calls only.


Usecase


Voicebots campaigns are used to replace traditional IVR calls. Voicebots can address all conventional IVR campaigns (voice blast) such as-

  • Announcements

  • Payment reminder

  • Sales qualification

  • Customer support

  • Enable secure payment over voice


Benefits of Voicebot:



  • Better CX: Voicebot is conversational in nature. It means it would provide human-like conversation with customers. In IVR calls, customers are not required to input any digits from their keypad or wait in IVR queue. It provides a better user experience when they are talking to a Voicebot as bots can understand the spoken words and respond accordingly. 

  • Faster resolution time: Achieve cost-efficiency, agent productivity, higher conversions and CSAT scores by automating voice. Stream voice to and from voice bots that offer customer support, announce news, qualify leads, send reminders and much more. 

  • Cheaper: Businesses can save the manpower cost of having live agents. Bots can solve almost 80% of general queries and can be trained easily whereas agents can be used to resolve complex queries or nurture high-value generating leads.


How to use Exotel Voicebot Campaign


Pre-requisite

  • Voicebot: Need to create a voicebot using platforms like Skit , Gnani , Uniphore , Saarthi, Speakiot , Tonetag , Concerto . Exotel has direct integration with these voicebot provider. To know more about the Voicebot providers click here.

  • Websocket URL: Once you create a voicebot you will get a websocket url of the voicebot.


Step 1: Create a call flow and set up Voicebot applet


Go to app bazar and create a custom app. You could start the callflow with a greeting or IVR and then connect to voicebot. Add voicebot applet to start the Voicebpt journey in the call flow.


Step 2: Configure the voicebot.


The applet takes 4 parameters:

                    

  1. URL - This is the URL to which Exotel will stream the voice media. You can either specify a wss endpoint or a HTTP endpoint. If you specify an HTTP/HTTPS endpoint, Exotel expects the HTTP endpoint to return a WSS URL in its response.                                 

There are two ways to put this:

 a. Static method: ws(s) endpoint can be entered here but it will remain the same for every call that you going to make using this flow. eg: ws://127.0.0.1:5001/media

 b. Dynamic method: We can enter HTTP (s) URL which can return different ws(s) endpoints based on use-case.

eg: https://yourdomain.com this URL must return a ws(s) endpoint     


  1. Custom parameters(Optional) - Custom parameters along with the endpoint. There are some validations that need to follow while providing custom parameters.                                     

                                   

  • The maximum number of custom params that are allowed is 3. 

  • Format of these params will like this: 

ws://127.0.0.1:5001/media?param1=value1&param2=value2&param3=value3 (In Dynamic case, HTTP(s) should return ws(s) URL in above format)                                                                          

  • The total length of the params( bold part in above URL) shouldn’t be more than 256 characters. 


  1. Record - The checkbox gives the option to record the conversation and generate a recording URL available in passthru applet after voicebot applet. 

  2. Enccrpt DTMF: Digits accepted in the flow will be encrypted.


Step 3: Save the call fow


Step 4: Create a call campaign (using Dashboard)

Go to Campaigns and navigate to Create Call Campaigns. Fill the required details such as Lists, VN etc. and select the callflow you have created and create campaign.


How it works


Voicebot campaigns work almost the same ways as Call campaigns. The campaigns will trigger the call (PSTN) to contacts from the virtual number (VN) provided while creating the campaign. Once the user picks up the phone call, the callflow will start and it will trigger the voicebot based on your callflow setup. For example if you have an IVR setup before the voicebot, the IVR will be triggered first and based on IVR input the voicebot will triggered. Once the callflow reaches voicebot (ws url), the control shifted to the voicebot and bot journey (voicebot leg) will start. After the conversation ends, the control will come back to callflow again.


Example: 


  1. Sales Lead Qualification Bot


A leading financial services company performs the first level of lead filtration with a conversational voice bot. The human-like bot asks a set of qualifying questions, and customer speech responses are captured and pushed to the database for lead scoring and qualification.

Manual lead qualification is time and resource-intensive. Automating this process helps manage the sales force better to focus on sales closures.




  1. Customer Support Bot

A global electronics OEM company automates its voice support with intelligent bots as the first line of defense. These bots handle the most common questions to resolve queries faster, save time and boost agent productivity. Furthermore, when the queries asked are beyond bot capability, the calls are seamlessly transferred to agent groups for manual support, ensuring superior customer experiences.


  1. Enable secure payments over voice- Voicebot applet supports DTMF encryption so protect any customer-sensitive data like PIN, card number, etc. This enables payments to be done safely over PSTN calls without any internet. This has experimented with Tonetag for 123UPI payment.