AI Assistants

AI Assistants in NextGenSwitch provide intelligent, voice-driven interactions for call handling, automation, and customer support. By leveraging LLM (Large Language Models), Text-to-Speech (TTS), and Speech-to-Text (STT) technologies, AI Assistants can understand, process, and respond to customer queries effectively.

Creating a New AI Assistant

To create an AI Assistant in NextGenSwitch, follow these steps:

  1. Navigate to Applications > AI Assistants.
  2. Click on Create New AI Assistant.
  3. Fill in the following details:

Basic Information

  • Name: Provide a unique name for the AI Assistant.
  • Welcome Voice: Select the voice prompt played when the assistant greets the caller.
  • Waiting Tone: Select the voice prompt played while the AI is processing.
  • Inaudible Voice: Select the voice prompt played when the assistant cannot understand the input.
  • Listening Tone: Select the voice prompt played when the assistant is ready to receive input.
  • Call Transfer Tone: Select the voice prompt played during call transfers.

AI Configuration

  • LLM Provider Profile: Choose the Large Language Model provider for AI processing.
  • TTS Profile: Select the Text-to-Speech engine for generating responses.
  • STT Profile: Select the Speech-to-Text engine for converting spoken input into text.
  • Internal Directory: Specify an internal directory for routing or lookup purposes.
  • Assistant Instructions: Provide specific guidelines or rules for the assistant’s behaviour.

Operational Limits

  • Max Interactions: Set the maximum number of interactions per call (default: 300).
  • Max Silence: Define the duration (in seconds) before the assistant considers silence as an end of input (default: 5 seconds).

Notifications & Fallback

  • Email Address to Notify: Specify an email address to receive notifications related to the AI Assistant.
  • Create Support Ticket: Enable this option if the system should automatically create a support ticket for unresolved queries.
  • Fallback Destination if AI Doesn’t Understand: Choose the module and destination where calls should be routed if the AI Assistant fails to understand the caller.