Virtual Assistant applet
- Helen Griffith
Virtual Assistant uses artificial intelligence (AI) to interpret a customer's questions and ask clarifying questions to formulate the appropriate response. That response may reference content from an FAQ, propose an action to update or read customer data, or route the call to a real agent using an appropriate interaction plan.The Virtual Assistant applet routes interactions to virtual agents within Vonage's AI Studio's Virtual Assistant. For information about using the Virtual Assistant applet, see Setting up routing interactions to Vonage AI Studio's Virtual Assistant.
Set up your connection to Vonage AI Studio’s Virtual Assistant (VA)
Provide virtual agent credentials to connect your VCC account to a virtual agent in Virtual Assistant.
Field | Options | Description |
|---|---|---|
| API key | Text | Your API key for Vonage AI API. You should have generated and saved the API key. |
| ID | Text | The ID of the virtual agent in Virtual Assistant. You should have created a virtual agent and saved its ID. |
| Number | Text | The number for the virtual agent that will handle the interaction. You should have created a virtual agent and saved its number. |
| Region | EU or US | The region is defined in AI Studio while creating a virtual agent. The value is set automatically using data from AI Studio when connection details are verified. |
Send VCC data to Virtual Assistant (VA)
Define which VCC data source values to send to the virtual agent in Virtual Assistant. Map these data sources to VA parameters that will use the data.
Field | Options | Description |
|---|---|---|
| VCC data source | Data source | Name of the VCC data source whose data you want to send to the virtual agent in Virtual Assistant. Identify data sources using the $(DataSourceName) format, for example, $(name). |
VA parameter | List of Virtual Assistant parameters | The list of parameters defined in Virtual Assistant in AI Studio. Select a Virtual Assistant parameter that will receive the corresponding data source value. For example, CALLER_PHONE_NUMBER. |
Get data from Virtual Assistant (VA)
Add Virtual Assistant parameters containing data collected by the virtual agent in Virtual Assistant. Map the parameters to VCC data sources that will use the data.
Field | Options | Description |
|---|---|---|
| VA parameter | List of Virtual Assistant parameters | The list of parameters defined in Virtual Assistant in AI Studio. Select a Virtual Assistant parameter that will contain data to set in the corresponding VCC data source. For example, CALLER_PHONE_NUMBER. |
VCC data source | Data source | Name of the VCC data source you want to receive Virtual Assistant parameter data from the virtual agent in Virtual Assistant. Identify data sources using the $(DataSourceName) format, for example, $(name). |
Routing
Choose where interactions should go next, on either success or failure.
Field | Options | Description |
|---|---|---|
| Next Applet | List of available applets | Select the applet that the interaction is routed to when interaction with the virtual agent is completed. |
Next Applet On Failure | List of available applets | Select the applet that the interaction is routed to if it cannot be transferred to the virtual agent. |
For general assistance, please contact Customer Support.
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