TENIOS offers a new integration interface of its VoiceBot Connector: From now on, in addition to the Google Dialogflow integration, intelligent virtual assistants (IVAs) built in RASA can also be connected and made accessible for telephony.
What is RASA?
RASA is a platform for Conversational AI and allows the setup of text- and speech-based virtual assistants like chatbots. For this purpose, the open source platform provides three main functions:
- Natural Language Understanding (NLU) for the conversion of natural language into structured data for an optimal intent recognition
- Dialogue Management esing machine learning for message and context-based dialogue.
- Integrations for various messaging channels as well as the connection of databases and other data sources via API
Voice channel: RASA assistant goes phone bot
IVAs set up in RASA can be integrated into cloud telephony via the TENIOS VoiceBot Connector. The connection is established via API. Afterwards, the RASA VoiceBot can be implemented in the call routing and pick up phone calls.
Extensive range of applications including bot agent handover
Enable your RASA bot to answer phone calls and use it
- to prequalify callers:
IVAs can be used to replace clumsy and complicated menus. The bot can identify the caller’s intent in a natural dialogue for a quick and uncomplicated pre-qualification. After the dialogue with the VoiceBot, the caller can be forwarded directly to the right agent, who receives all the information collected by the bot.
- to solve entire inquiries:
The majority of incoming requests in the support center are recurring concerns. IVAs are ideal for these standard inquiries in particular: typical use cases include changing contact data, querying a progress status (e.g., delivery status) or recording customer data such as the transmission of the electricity meter reading. If required or desired, it is also possible to switch to a human agent as well.
- as FAQ bot:
The connection of the company’s internal FAQ database to the VoiceBot is also possible with ease: This allows customers to query important information directly by telephone.