# Great to have you here! Let us help you now. We'll explain step-by-step how to start AI, Voicebot or Chatbot for your business. ![](/files/-M_tu_3OuBnV2vuooslm) This manual will be a significant help if you want to use one of the InteliWISE AI-powered solutions. Choose the one that interests you: [Voicebot](https://inteliwise.com/voicebot/), [Chatbot](https://inteliwise.com/chatbot/), [Live Chat](https://inteliwise.com/live-chat/), [Lead-o-Mat](https://inteliwise.com/leadomat/) or [Customer Service.](https://inteliwise.com/contact-center-omnichannel/) **We're excited for you to start your AI journey with us!** {% content-ref url="/pages/-M\_tus\_wXMljQn9mI0RT" %} [Voicebot](/voicebot/welcome-to-the-inteliwise-voicebot-solution) {% endcontent-ref %} {% content-ref url="/pages/-Ma8XydneO84qj7qdLWN" %} [Chatbot](/chatbot/welcome-to-the-inteliwise-chatbot-solution) {% endcontent-ref %} {% content-ref url="/pages/7TGhmisbC57Lk5D8NhSX" %} [Lead-o-Mat](/lead-o-mat/welcome.-hyv-piv.-schnen-tag.-buenos-das.-zao-shang-hao) {% endcontent-ref %} ![](/files/-M_zwn-1q1A0y3eYYA2P) If you are missing a specific piece of information or instruction you are looking for, please email us at: ** or [click here](https://inteliwise.com/contact/). # Welcome to the InteliWISE Voicebot solution! Create your Voicebot just in 5 minutes... ...or explore its capabilities? Choose your path. Grab and Test or go Deep- down with understanding how it works? This is the best place to learn about our solution and decide which part of it will be the most useful for your business. Our detailed guide covers various aspects of voicebot creation. We encourage you to read paragraphs below to understand what is covered in each section of this document. You can then the chapters you want to read first 👉 [Learn](/voicebot/welcome-to-the-inteliwise-voicebot-solution/learn) 👉 [Act](/voicebot/welcome-to-the-inteliwise-voicebot-solution/act) 👉 [Explore](/voicebot/welcome-to-the-inteliwise-voicebot-solution/explore) 👉 [Connect](/voicebot/welcome-to-the-inteliwise-voicebot-solution/connect) ![](https://lh6.googleusercontent.com/Txxw0j_mmaQm6RI5P_OuwDAma03Hm9f6KmrgE4d1ryQGzUyhk_eOADYcBajQ_APezdPHVazVwp4tMyXO2YmPrBDoJVKy8MFdf3Qh_DS01w-xv1txp3o-55JGzaSwneiUBmU9lwlo)
# Learn ![](https://lh4.googleusercontent.com/lRfS8-DNU-O05zEeozvLl3-2xN7zCwMaM5Drh1afr72wfSI60r7_GWLhZ9jI1Syc9JLRgjduWD0DucaAyuUT20TSwiKOI0OR0wzdOCtWyQILVhUo9HEfPxNIrsdTwot954ZF6Ppi) If you are not familiar with the voicebot concept and you do not know our product, we advise you to start reading from [InteliWISE Voicebots ](/voicebot/let-us-introduce-you-inteliwise-voicebots.)section. There we explain [what voicebots are](/voicebot/let-us-introduce-you-inteliwise-voicebots./what-are-voicebots) and what benefits they can bring to your business. Next, we will introduce you to our [predefined voicebot templates](/voicebot/let-us-introduce-you-inteliwise-voicebots./which-voicebot-templates-do-we-offer), that enable you to quickly test our basic capabilities. # Act ![](https://lh5.googleusercontent.com/RpImMnFidDifHdJmDQmCSD9LsutdYyzU2gutv7Vi174rqOfXkPjDl_zzIWwUHpgnRNO6NJsbPLtc-wo85ZiypVe9gCpObQk8663WwFrXmTXe3uw3NSJ44lZS4AIHeNG3YXYC3Hn4) If you want to create your own simply voicebot, the [section explaining the logic behind creating Voicebots](/quick-guide-to-creating-voicebots.-1) will be helpful. There we explain the basics of [voicebot conversation](/quick-guide-to-creating-voicebots.-1/how-do-voicebots-understand-people-and-respond-correctly) – how InteliWISE makes it understand people, and how we make it respond correctly to them. Then we will guide you through the process of the [creation of the account & the first voicebot project.](/quick-guide-to-creating-voicebots.-1/how-to-create-a-free-inteliwise-account-and-your-first-voicebot-project) Before you start creating your voicebot, we will introduce you to the concept of voicebot [Conversation Flow](/quick-guide-to-creating-voicebots.-1/how-to-design-the-flow-of-the-conversation-1). Then we will show you our [InteliWISE Voicebot Builder.](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder) We will then guide you step-by-step in the [creation of a simple voicebot.](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot) We will assist you to create a sample voicebot that confirms a dental appointment # Explore ![](https://lh6.googleusercontent.com/541_rzoxUeU-VncNcFF5mT4qt9Mz56Hm8NhZl5VYs_8eUApoEeJZyCn5pMfB1yw7dYhkbwxsMrVI1DDWxEedWIQOT-SgeAZLnqiYncNxj9qRseC7-tYZHnLOXc_Cq5_ctb8ebiof) In order to succeed in creating a [voicebot conversational flow scenario,](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot) you need to familiarize yourself with the functionalities offered by blocks that make up the scenario. In a [dedicated section](/what-can-you-do-with-inteliwise-blocks), we will describe several blocks and explain their functionality. # Connect ![](https://lh3.googleusercontent.com/fi8bB0dCbK3eBIzGPkX1XlAQJq8zpuobfCiOPUH3o0FQDgWUNQ_EazazzU4fxHydQzbFcUJ6bZdCwgYVMicb2L8U6lUEPiJyKdjHquAcBQyGYaoD2D_m1kQoJbgM_CQYaLr3E6l6) We will also tell you about the possible [options for configuring the telco infrastructure](/how-to-connect-a-voicebot-with-a-phone-number/how-to-configure-the-telco-infrastructure) for your voicebot. InteliWISE can help you whether you have a dedicated call center/phone number or not. We offer three solutions: [InteliWISE shared telco infrastructure](/how-to-connect-a-voicebot-with-a-phone-number/we-recommend-the-inteliwise-shared-telco-infrastructure.) (recommended), [InteliWISE dedicated telco infrastructure](/how-to-connect-a-voicebot-with-a-phone-number/do-you-need-an-inteliwise-dedicated-telco-infrastructure), or fully customized [on-premise solution](/how-to-connect-a-voicebot-with-a-phone-number/what-is-required-for-the-on-premise-implementation), where everything is configured in your company environment. (To be successful with an on-premise configuration you must meet the [hardware requirements](/how-to-connect-a-voicebot-with-a-phone-number/what-is-required-for-the-on-premise-implementation/what-are-hardware-requirements-for-the-inteliwise-voicebot). You can quickly [compare all options](/how-to-connect-a-voicebot-with-a-phone-number/lets-compare-available-telco-infrastructure-options.) and decide which one is the most optimal for your business. In that section, we will also show you our [Dialer ](/how-to-connect-a-voicebot-with-a-phone-number/inteliwise-dialer-what-if-you-need-an-outbound-campaign)solution for [creating outbound campaigns](/how-to-connect-a-voicebot-with-a-phone-number/inteliwise-dialer-what-if-you-need-an-outbound-campaign). At the very end of our tutorial, we will mention [integration options with other systems](/how-to-connect-a-voicebot-with-a-phone-number/can-voicebot-be-integrated-with-other-systems) you may want to consider. # Meet InteliWISE Voicebots. Let us introduce you to how they work and how your business can benefit from them. {% hint style="success" %} In this section you will learn about: {% endhint %} ### 👉 [**What are voicebots?**](/voicebot/let-us-introduce-you-inteliwise-voicebots./what-are-voicebots) ### 👉 [**Which voicebot templates do we offer?**](/voicebot/let-us-introduce-you-inteliwise-voicebots./which-voicebot-templates-do-we-offer) ### 👉 [**How to make voicebots work?** ](/voicebot/let-us-introduce-you-inteliwise-voicebots./how-to-make-voicebots-work) ![](/files/-M_uC-0ZvKOTYKdQLtpm) # What are voicebots? ### A [voicebot is an advanced IT solution, based on Artificial Intelligence that can simulate a conversation](https://inteliwise.com/products/voicebot/) with a human call center employee. Its task is to assist in simple, repetitive tasks that do not require specialization or creativity. With voicebots, call centers employees do not have to spend all day asking and answering the same questions. They may be directed to more challenging work, where they can significantly help your company’s customers in unconventional situations or when they need support in a new area of your services. ![](https://lh3.googleusercontent.com/1isKd7UClWnx44m2RR20lSOQ_b8EOrM0Ru1X8om8h09SSnAdQHWpiNkRYUz97c8XSTWRkYWq-0PtGw79DDFrXDrOQd9rMaFKhmQ4Ww_f-XvP7-O_RMS4C_pf4ZhdzUE2bYfnUTkx) Another example might be the ability to free up receptionists or assistants from participating in certain types of calls because a voicebot can do so. The receptionist or assistant can then focus on other, more valuable tasks. An example of a repetitive, patterned call might be: * Making an appointment, * Canceling a meeting, * Confirming a meeting, * A reminding call about debt / interest rate / loan payment due date, * Providing menu of conversation topics, * Collecting callers’ personal information, * Conducting surveys. ### The big advantage of voicebots is that they can make multiple simultaneous calls per day. They will politely repeat their question if the caller will try to avoid answering on a given topic. They will never raise their voice or lose patience while talking to an angry customer. They will never have personal problems, or a worse day, that could affect the way they deal with your clients. ![](/files/-M_uEcVMp-XuSmiBLSZT) Because voicebots are not humans, they are always able to handle every conversation. They are fantastic assistants, that can make their way through a repetitive part of a call, and while something unexpected happens, they can connect your customer with a human call center assistant. They can replace an IVR (Interactive Voice Response) system or an IVR can redirect a client to a voicebot on one of its levels.
# Which voicebot templates do we offer? ### InteliWISE currently offers two types of voicebots: * **Template-based:** * Appointment Voicebot * Debt Collection Voicebot * Voicebot for surveys * Voicebot for outbound campaigns * **Created “as you wish”:** * Fully Customizable Voicebot ![](/files/-M_uF3n7MZw-5At1LFm1) ### InteliWISE has prepared two ready-to-use templates. We have created simple voicebots that can set up a meeting with your client or help with debt collection. They cover most of functionality needed by an average company. If you are happy with our templates, you may implement them right away. It is also possible to adapt them to your needs. **The Appointment Voicebot** is designed to help your customers to schedule, cancel or confirm a time to meet with your clients. This is a fantastic option for doctors, dentists, hairdressers, manicurists, beauticians, and any other business where clients make appointments before showing up at your office or salon. **The Debt Collection Voicebot** helps debt collection companies, banks, and other financial institutions to keep a check on borrowers. It has also been observed that debtors prefer to talk to voicebots rather than humans. They often feel uncomfortable talking openly with other people about their financial situation, so the opportunity to deal with a machine is tempting. ![](https://lh5.googleusercontent.com/5Z6IEa0fZ5Lajcl_GAhXKh9OSPFEqbkfaA4lNqb-6EWky83QViDq4wNCe9Al3U8HYiTn0MJhGAD8B7JtJIH7y6NYbFwZdEzp1CkdcJ7r7WmxQFIzJp5X6nWPQojZLhU3RzHo_GgJ) ### The InteliWISE solution is highly customizable. Thus, in case you need a voicebot for an extremely specific case, it is possible to create any solution required by your business needs from the available components. # How to make voicebots work? ### To make InteliWISE voicebots work, you need to follow a few steps.
First, you need to specify what you want your voicebot to do and set up a Conversation Flow Scenario in our InteliWISE Voicebot Editor. You will learn about this in the [next section](/quick-guide-to-creating-voicebots.-1). Then, after some testing, you should help your voicebot better understand people's intentions and respond correctly. And then all you need to do is to connect it to telecom infrastructure, so it can make calls to your customers. More details on this topic will find in section about [telephone numbers.](/how-to-connect-a-voicebot-with-a-phone-number/how-to-configure-the-telco-infrastructure) # Quick guide to creating voicebots. {% hint style="success" %} In this section you will learn about: {% endhint %} ### 👉 [**How do voicebots understand people and respond correctly?**](/quick-guide-to-creating-voicebots.-1/how-do-voicebots-understand-people-and-respond-correctly) ### 👉 [**How to create a free InteliWISE account and your first voicebot project?**](/quick-guide-to-creating-voicebots.-1/how-to-create-a-free-inteliwise-account-and-your-first-voicebot-project) ### 👉 [**How to design the flow of the conversation?**](/quick-guide-to-creating-voicebots.-1/how-to-design-the-flow-of-the-conversation-1) ### 👉 [**Take an advantage of the InteliWISE Voicebot Builder.**](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder) ### 👉[ **Find out if you want to use InteliWISE voicebot templates.**](/quick-guide-to-creating-voicebots.-1/find-out-if-you-want-to-use-inteliwise-voicebot-templates.) ### 👉 [**How to create a voicebot?**](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot)
![](/files/-M_uC-0ZvKOTYKdQLtpm) # How do voicebots understand people and respond correctly? ### Voicebots are very advanced IT solutions that consist of very specialized modules that execute millions of calculations to simulate a real human conversation. Let us take you inside the “black box” interior of a voicebot, so you can imagine what is really going on. ![](https://lh3.googleusercontent.com/RNKsaHPXLK4embaA9ay0NE9YiIrcGbaHHIJlx-RBv12-tlqC_B5UfAHk2dgck_zCzLPMbKsBDBsO4KNOVDdW1fG3BIzeGSdC7ePi3gbCk_Y9c7V_nXk125vwkx7O32J8OPI7s7ML) Your customer is talking on the phone. We then run a module called **Automated Speech Recognition** (*ASR*). Whatever your client said is transcribed into text. The **Natural Language Processor** (*NLP*) module analyzes the text. Based on this, it is possible to find key words and understand your customer’s intentions. ![](https://lh5.googleusercontent.com/ZmiEMwFaSgdu1MjTzl4vOqUiQO540rw-ZYz3x70tIgDda6kLxUmfWZCb7BSTObdpdpHZ25NMH06CXaA58-asYK20Z5rOGjBZw7wcG-btZdSM0BW4-7pGVLC7JOIgzdpRtt3ATsNw) Then, depending on the client’s response, the voicebot executes the appropriate set of [blocks ](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/what-to-choose-from-the-blocks-menu)belonging to the [Conversational Flow Scenario](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/how-to-design-a-conversational-flow-scenario). In other words, if our systems understood what a client said, then the voicebot should behave properly. This only happens if the voicebot designer has designed a right voicebot scenario. How to setup such a [Conversational Flow Scenario](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/how-to-design-a-conversational-flow-scenario) is discussed [later](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot).
# How to create a free InteliWISE account and your first voicebot project? {% hint style="success" %} In this section you will learn about: {% endhint %} ### 👉 [**Quick way to create a free InteliWISE account.**](/quick-guide-to-creating-voicebots.-1/how-to-create-a-free-inteliwise-account-and-your-first-voicebot-project/quick-way-to-create-a-free-inteliwise-account) ### 👉 [**How to start a new project?**](/quick-guide-to-creating-voicebots.-1/how-to-create-a-free-inteliwise-account-and-your-first-voicebot-project/how-to-start-a-new-project) ![Let's start our adventure! ](https://lh5.googleusercontent.com/A-n9JdXcgKH7d_wu-6_Lzx9zsi0DhoKeB6JpDPVSWCziNVFk1XtcZN5by1QqwtqWpYSuSyBOOXimOLC6EfOOJAzPNW494ypDeHZM-G1BrQpteIXPmYC19gKumAsMbeLDcSuisM0e) # Quick way to create a free InteliWISE account ### **Take an advantage of the free 14-day trial period!** To create an account, you need to go to 👉[ https://my.inteliwise.com](https://my.inteliwise.com) website. ![HOW TO CREATE AN ACCOUNT](/files/-M_yFfw6ZPTrwzRZU3a1) Then you will see two options: * Sign in – for those who already have an account, * Register – for those who want to create an account. Click “**Register**”. Then you will have to provide some data about yourself. Please provide your company email not your private one, as it may not be accepted. Click the “**Register**” button. Then you should see a screen telling you to activate your account. You should check your email and activate your InteliWISE account. If you need support, contact information is on the right side of the screen. ![HOW TO ACTIVATE AN ACCOUNT](/files/-M_yFryc3nzF1R_qDZcC) In case you try to log in without activating your account, the system will not recognize you and will report an error. So, look for the activation email from InteliWISE Virtual Agent Panel. If it is not in your inbox, check your SPAM folder. # How to start a new project? ### Now you are ready to create your first project. Choose **“Voicebot”** from the left menu. Then you will jump on our voicebot page. ![CREATE A VOICEBOT PROJECT](/files/-M_yGDOd7AjbVOPtteZV) If you expand the Voicebot menu, you will see another set of options: * Quick start * Steps * Project * Builder * CSV Files * Dialer * Reports Select the **“Projects”** option. You will then see four available templates: * **Empty template** – if you want to create a voicebot from scratch. * **Doctor’s appointments** – a predefined template (now available only in Polish) * **Debt Collecting** – a predefined template (now available only in Polish) * **Hello** – a simple template welcoming a caller (now available only in Polish) {% hint style="info" %} Our [demo project](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot), described in this guide, was created using the **“Empty Template”.** {% endhint %} # How to design the flow of the conversation? {% hint style="warning" %} When you decide to create a voicebot for a specific business purpose (such as an appointment confirmation), you need to think about the scenario of a real conversation between two people. {% endhint %} If your voicebot is meant to relieve your employees of repetitive phone calls, ask them about their work experience. What are your customers likely to ask? How might they react after a specific response from a call center assistant? What might be the specific rare cases that happen from time to time? What are the challenges? Once you know what might happen, it is a good idea to write down the information you have gathered. You can draw a diagram to see all possible directions the conversation could go. ### See below a sample conversational flow scenario schema for a voicebot confirming a dental appointment. ![OUR CONVERSATION DESIGN](/files/-M_yGQvOmhddvHKF878U) After you have planned the flow of the conversation, it is time to implement it in our **InteliWISE Voicebot Builder**. # Take an advantage of the InteliWISE Voicebot Builder ### After creating your project, go into the InteliWISE Voicebot Builder. ![](/files/-M_yEHR5z8Zl00M_YQxO) While reading this section, refer to the image above. We will explain all the elements shown there. On the left, you see the main menu. ![](https://lh5.googleusercontent.com/x5yB063STOYNU9D9x6aeKqbbmmBJtiy1uRjrq2CkQVP7HGPgpNdAhNnH_7cmA_irAbvFq8jvq_AGLmHpLkZp1N_YybqE-kyWGiNLN81DFgRFshf_SVrqMDEtxO5mFofpSu_4lfln) As you expand the voicebot menu, you can see several options to choose from. To access the InteliWISE Voicebot Builder, select the “Builder” option from the menu. By selecting other options, you may quickly exit the InteliWISE Voicebot Builder. And you may go to your project list or read the reports on the conversations your bot has had. We are guessing you do not want to do that right now. Let us see what the InteliWISE Voicebot Editor ![](https://lh4.googleusercontent.com/ylT2BJR3EY41RugEpy7d4wtQaCQbbnUWqMWTHjRO3evnTKsfITT3jiISl0AE0VLDvMfNUDcZLEtocj4Ht99iWo30C1ZRsr-7mTniabGn7UWhIHgj5Em6YktLNp8bIw4cTU1CLJET)offers you. It consists of four areas: * Blocks Menu ![](https://lh6.googleusercontent.com/8hRgfILeQDow2BgAs0YKG1Uj1FSoioiZlDGcNwWiPTMK0zfIcWlnQQ_axoqN334VaGt7YeGdw92uKx-PfBIFvQDzdrAagpEDdXBUwQepL62qY4XrNOLmNDxrz36kW1modj22qEZW) * Conversational Flow Scenario![](https://lh5.googleusercontent.com/Mogtz7lyMPkDq_9QiP9iKIcvDRPo-Zdve7qv5klbShKVracnRpyS02wb8N4l04dXT0kTKEyGu02amAjVisyb-Lqjb0vndcKeCxUmo2S3z0q9t07zYuBLhS5RBomrxzefRyk-7gtY) * Blocks Option Panel ![](https://lh3.googleusercontent.com/guyonL23DexEMy-6SzVyHG1RMn8tG92npav-9FezFpyz51w60Rle7q-AAyP_gh_KEQP87mVQP_DQsQ294uMd5OO4XNaejboe9_lAuY_-1iW8IW32m2NjnnFGb_9Tn6zMqJgCnYRm) * Buttons![](https://lh6.googleusercontent.com/bLqu1PLqq3ZiogoKvz6iWxjp2XuMed91k6X-aHN4O2SvuUlSHc9M6KY_wSJVTpdQ9DRi_A33serjzGqWJc6Crp6X-wvswRgF2S17h3WSlyoqaEeHBBQmxuHzjRUc_DdHdg0cLcvJ)![](https://lh5.googleusercontent.com/heDcgRf6OqRc4-3tY_Yzi4mOgdfS2NBDT5ROw-W4Fiv_QL2jR77QgPkrEFMm3y2kmTsPIH0XulvgNaIz2cAd9WyXut7YLHu-JpA5rPgBiMog9QIX8xewpPe8l-OTeHhSdytEp5e2) The Blocks Menu ![](https://lh5.googleusercontent.com/N696hOhQbHMO7HNg6Mr-MHJ_ZPJiqLvjpvJXbytBDmpbg-3cIkqj727Wb8NUX8gzYDw_SI_scPIK5XAu5z3Ff7_wzkAn7Dy6uoXuSEfN9TZv3OpgJe5yWxSgIUCsxIn4tDg4iro3)offers you a set of elements from which you may compose your desired[ Conversational Flow Scenario](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/how-to-design-a-conversational-flow-scenario). We will describe several blocks in detail [later](/what-can-you-do-with-inteliwise-blocks). # What to choose from the Blocks Menu? ![InteliWISE Voicebot Builder](/files/-M_yEHR5z8Zl00M_YQxO) ### The Blocks Menu ![](https://lh6.googleusercontent.com/rmi40rUw-xEofHGYo0yrWcKJEPnytJM5OV-fiuDd6iO-IFOJXX6SGRFtG-RNRJMQeLxu3vG4xGBGFKxePY127xmXGTy9rqB9awHv_2Q3_57JrcUi4PzX8K-BIruLqxjFTv7UE3hm)consists of four types of blocks: * Actions * Conditions * Voicebot (aka AI blocks) * Module ![BLOCK MENU](/files/-M_yFDeo5Rx85N-oSnh5) In the picture above, you also see the [Start Call](/what-can-you-do-with-inteliwise-blocks/start-call-how-to-start-a-conversational-flow-scenario) block ![](https://lh6.googleusercontent.com/gbnA3i6i847Q7TTcRJ6mNHhSOZ2OOP3SyWxUF0OR7HKiKCtBjGaEwNzR9nwibyiHhNdoZ3NbhxZUhhqaTzOfDvBDo2N8qGSsfTPIQyT-D6ei8RxOpgXj42J4SaES9zYpWLR-6yOA), which is not available in the menu. This is the first default block on your newly created [Conversational Flow Scenario](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/how-to-design-a-conversational-flow-scenario). ![](https://lh3.googleusercontent.com/H4Pgr9dVwtZ61hzF5CtwB82RMeN_uqSU8XGhWZ_JftQNPP-Y2XEWQK5sW7gHL3zFjD8Po8SxhtxP9lM_THTmgcdBQSNe86fjNcQM6iMtSSKipaUsnakSbIomPX4gL7tbcQbJyflO) ### What can you do with all of these blocks? In this manual, we will briefly describe their functionalities. This will give you an idea of how powerful your voicebot can be. You will find a detailed description of several blocks ![](https://lh5.googleusercontent.com/fyn1i4hlKNT2CrBIr0hE_BCI0ssu-vdJT2Uw8FjUjLYIGHsqUZ9YnCPjNaiAu2yICuqmGUgfXjnkT0maVmhSBq3s-pHp4Ok2spdYew3EGDfi3X5N9KZvx9S_yCKpsuDuL764wMvL)and their options in the [section about blocks](/what-can-you-do-with-inteliwise-blocks). ### ACTIONS Using Action type blocks, you can make your voicebot perform many various actions. Send e-mail – Your voicebot can even write an email if there is a need to pass a longer message to your customer. * [**SAY** ](/what-can-you-do-with-inteliwise-blocks/say-how-to-make-your-voicebot-speak)– With this block you can make your voicebot say anything you want. * **API request** – Allows you to exchange important data with various systems. * **Send SMS** – Your voicebot does not just talk! It can also send text messages to your customers. ### **CONDITIONS** All these blocks allow you to choose in which direction the conversation will go. In other words, your customer may have several options to choose from or have various intentions. Then depending on the customer’s response, the voicebot will know what to do next. * [**IF Condition**](/what-can-you-do-with-inteliwise-blocks/if-condition-how-to-influence-a-voicebot-behavior-depending-on-conditions) – This a simple condition: “If something happens then do this, otherwise do that.” * **Menu** – This block is an Interactive Voice Response (IVR) system DTMF [Dual-tone multi-frequency signaling](https://en.wikipedia.org/wiki/Dual-tone_multi-frequency_signaling). The customer will listen to up to 10 options, and the desired one can be selected on mobile. * **Loop** – This block can save you from creating a complex Conversation Flow Scenario. It allows going through the given list in a loop.That is a very useful option if a voicebot must perform repetitive tasks. * **Working hours** – There you set up info about working hours available for the client. ### **VOICEBOT (aka AI Blocks)** * **Ask NLP** – When the customer asks a question, the answer is retrieved from the database. * [**Confirm** ](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer)– This block helps to confirm given information by requiring the customer to answer: ”Yes”, “No”, “I don’t know”. * **Any** – The voicebot asks a question and waits for the customer’s answer that will be passed to the next block * **First Name** – Gets the first name from the customer. * **PESEL** – Collects a PESEL (Polish citizen ID) identifier from the customer. * **NIP** – Retrieves the NIP (Polish company ID) number from the customer. * [**Date** ](/what-can-you-do-with-inteliwise-blocks/date-how-to-get-a-date-from-a-customer)– Gets a date from the customer. * [**Confirm Date**](/what-can-you-do-with-inteliwise-blocks/confirm-date-how-to-make-a-voicebot-confirm-the-agreed-date-with-a-customer) – Confirms the given date. * **Numbers** - Retrieves numeric values from the customer. * **Nums & Letters** – Obtains numbers and letter values. * **Set status** – Allows setting up the status of the call as “Success”, “Neutral”, “Failure”. * **CSV set** – Enables the usage of the CSV file indicated in a **`Start Call`** block. ### **OTHER BLOCKS** * **Module** – This block “hides” part of the [Conversational Flow Scenario](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/how-to-design-a-conversational-flow-scenario). ![](https://lh4.googleusercontent.com/gonqcGWZY4viGgX7bjxgIIZ3pbGOrdx05WAfavuUr3gA2baKeCBI40bsa2-vB_CKNO3UYC_OR760SjqHy7UoPQBK_DcZguTmGwXBPT9DqW0QRRqb2Qu84Zd5Wy2lnYvwYhU1jMcQ)![](https://lh6.googleusercontent.com/YqOOCFY-mqCGPr7N3KZkMSKBlQqQyLKKOUrvGc2jx_bgPkV-KbuJosmp3hhffeVf9j_saVlX9Ifa-wYSTJPJcD8i8x7VRJEIwjyhv0x8jmH0RVoE42EYtmfMkoqzDQfKndv1yTYj) If we have a long and complex conversation flow, it is worth dividing it into modules, to have a quick overview on the whole scenario. You can see it consists of several modules, and after entering a module you may see the details of this part of scenario. * [**Start Call** ](/what-can-you-do-with-inteliwise-blocks/start-call-how-to-start-a-conversational-flow-scenario)– This is the default block that appears in any new project. It should be a first one in your Conversational Flow Scenario.
# How to design a Conversational Flow Scenario? ![](/files/-M_yEHR5z8Zl00M_YQxO) A **Conversational Flow Scenario** ![](https://lh3.googleusercontent.com/bnx0EUlfnUpyMaAzt4fs4yCsbUwa7DlbkeRzlOwwi7wPQr3czpj3JOEgwF6-WqYiRxoUbqdpjGh9hGzoszmKXViKiTKhhY5ie5LTMSpavfScv1Q71TBObpMVWQoaH5KHBQdo0y1t)is the sequence of actions, events, and dialogue parts that you may create from all [blocks](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/what-to-choose-from-the-blocks-menu)![](https://lh4.googleusercontent.com/3KpaOOQDAS1_M9k4e8QJJTylHzVeUc8CIBTA1TYtYwlMgzEvp1cofpTeSJXvzxpVhvNwAxsDEdqOdBSiFtvvD0bFdgf8Wsx6gU3ly9_3C0BjEDx2lDLTK-zd6pDn8z0UyQVy_90l)we described above. Your project starts with the [Start Call ](/what-can-you-do-with-inteliwise-blocks/start-call-how-to-start-a-conversational-flow-scenario)block. Then you click on the chosen block at **Blocks Menu**,![](https://lh3.googleusercontent.com/cJYFS1MQ7BeII0C3ZDZl8mcvDiftzxgYrV79jeAdwk7fk6xkH83x6CRjhzJn9pH-BTYUlRZtFKLpKJb4n4v1tEgbKjeJ3-bvNTFhuUleZAecNu8GjMlXFN_Yl0JQ5StdFj4VPpvl)and it will appear in your project. (You can also drag and drop it where you need it.) You connect the block in order they should appear in your scenario. (See **block connectors**.)![](https://lh3.googleusercontent.com/Vvno3l_HvgFzv-UH1SK699drKYqANbwE6uNvNWlxWFv3zEA5ipzNdiJxXMyfPackEzFMZGzt_zcQpbgdwUQrWYY3tB6PIumjztxhxT-00-BTOx8GQIOi3KCe-FL-pXu2orAsmHRG)You can test your scenario at any stage. We will explain more when we show you [how to create a voicebot.](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot) # How to configure the Block Options Panel? ![](/files/-M_yEHR5z8Zl00M_YQxO) On the right side of InteliWISE Voicebot Builder, you will find a **Block Options Panel**.![](https://lh3.googleusercontent.com/61ereZ-frI1RzFH0i7r6LrKIUeqxslPFXyGssDnhSFvv_tE0n3_vdpishce_9r417bQlyzBXKEYP2pXdqmI7P9bppuhjb_hHWYN3HKtu5NOCXxo87jEP3GfRMq5Etgdy4OBdrIRe)Each block has multiple options. Do not worry! You do not have to set all of them! Usually, you only need to set up very few options to achieve your goal. However, if you have some sophisticated requirements, the options that we give in the **Block Options Pane**l help to fulfill them. You always see the options for the block you are currently editing. We will describe each option of each **block**![](https://lh3.googleusercontent.com/ZSoTEU1Y63WjYIwVgbXDCUWWC1-7x4bm9WZTRsce2D0VGLvcDQKFkXM0zqPX4MvN1uWciumWFA_GNtVOhpqmjrie7TgkcM0J8tnFSAHzBac7pl1T34djazVPk2bM-b5IekiDZXkN)in [the section about blocks](/what-can-you-do-with-inteliwise-blocks).![](https://lh6.googleusercontent.com/4Ly7f-9CuB7UmREho0bZKACSsdmQ5KAuPxDGUwmrFyhVrF24smH9Qr4Az9EFc6v4OiJh-bBm1DXjzViEKRWsq6zd1J3LJs4ThADlyFf2MK5CdGkflFK9f6cB-NUUJlkappaRBme-) # How to benefit from buttons? These buttons ![](https://lh5.googleusercontent.com/4nylEnR0Xfjhf1EbXjBf3jKVKPAJ6f4WRN2kK1JhmWkg8be67utDyr7oK--55mgZBI_CnT0ynmSYs83-vtZyrI1bQrIGES1-PCdIOOh7uzZVOvtaEmVZzibd_3Jv7UoX3rde0Sxj)![](https://lh3.googleusercontent.com/YUR28zZvPl2GEVUHETAUh-59HpBcQTeAf8IS81ahRNq0KDjCamn-9xVasEKXOl_HYzbrQ9vZRQIlSgHdw2cPoGqNavfrPxnphU8OJQ43YFrDyJvrHMZElzK5aSW82SozOQNu9OAo) are not so visible at first glance, but they are extremely helpful! ![BUTTONS](/files/-M_yIaEH0SWmhWNNKxTH) ### There are two sets of buttons: * The set of buttons ![](https://lh5.googleusercontent.com/5RcbyDC06AYXs5uO4HmAhbJiYtmWuakB5zTVVv7K22S03skkKCDKc5Wx06XO5240hkUx_0AkdPmp_Fo8ilveUlfkNLZrLTJYb1qLN2_nxn1aKPMDBTTcwn8FaFEhcRq2qmVBYgaT) on the left side of the **InteliWISE Voicebot Editor**![](https://lh4.googleusercontent.com/b40dp563IM8hWvvH09Twe_k2DfKYq0njzLc4RmyfBbVcquXMvMQLGlpdUn-vZrLuOJiOgXo1GOsEpWEOdUA4WxlNNDLIFqpIe2Sg0OhVs0buu2oA5eMFNDscqJo2MqqM8RhDUIJ6)consists of: * **GO TO PROJECTS** – You exit the **InteliWISE Voicebot Builder** and can see all projects you have created. * **UNDO** – If you have done something wrong by mistake, you may always undo it. * **REDO** – If you decide that you clicked UNDO button unnecessarily – click the REDO button. * **SAVE** – Remember to save your changes before finishing your work or testing the project! * **SAVE & TEST** – Use it, when you want to save and test your project right away. * The set of buttons ![](https://lh6.googleusercontent.com/0lHlxBkst3TosTHf0ZJajNf9F45PPNQKYFQEHy5oExwC9cn_vq58K7MaaHsu39QGTOdvHJej6byOGjWJWtrJ0vQ7Tlp5E8gPUTKkcP6GoRmVlI6p4bTPxdXlTXU808l0Cx5Chx0X)on the right side of the InteliWISE Voicebot Editor consists of: * **DEBUG** – You can watch in real-time what is happening inside your voicebot while it is running. * **TOUR** – Make a quick tour to learn how to use InteliWISE Voicebot Editor. * **CHANGE LAYOUT** – Expand your InteliWISE Voicebot Builder by hiding the left and top menus. At the bottom of **InteliWISE Voicebot Editor**,![](https://lh4.googleusercontent.com/N9GDcAlxV1kDxMu6237ZzRqWlvTZBGAXv_IVL5-lRvPz7D9u1Gz6K5c5vUGuWrNGHW9LmCA6bukP4IHsKnYxWjc9-T0gTR1kGldPTMSienZUnBneR2l2tg-TjdZynYUKeTrrKKiQ) you will find a **Test your Voicebot** button.![](https://lh4.googleusercontent.com/ZezLt1tp6lhQ5QOe8q1zw4hz16JQ9LKZh6SDQTNHvdFItVPfeuq32JpQNgRnp9sqkl4xEfNVdW8rUV8IwPOQybWxXO8ZF5sfekNribi_3icarMA6sWgPHnNSfl-HdIt_y5rYe0Qe)Use this button, when you have not changed the Conversational Flow Scenario but you want to test the voicebot’s reactions to different customer behaviors. ![](/files/-M_yEHR5z8Zl00M_YQxO) # Find out if you want to use InteliWISE voicebot templates. As it was mentioned earlier, we have prepared two predefined voicebot project templates for you. * **Appointment Voicebot** * **Debt Collecting Voicebot** ![](https://lh3.googleusercontent.com/Qr72XENzj7xzuno5YBUxJY2dlksFGBddZMWLa1muQW2Msf6fbE5bSOmcxNPJdFapqewzoNLAJHVZhZdOYkdIFQMq1wvwvfNXIWm-hwHriSZVqNBj4k6WKEOS_Qi1Acz_OlCgMLrm) If you do not like starting from nothing, you can create your project based on one of these templates. Then you can modify it and customize it to suit your needs You do everything exactly as you would want to create a voicebot from scratch, but you already have blocks configured and connected by us. Next, you will learn how to create your first voicebot. # How to create a voicebot? Are you ready to create your very first voicebot? Great! ### Let us make a simple voicebot confirming a dental appointment ![](https://lh6.googleusercontent.com/SKG59hZgEPh1_eQz3t7-FHQjnYHSaD0ivodG3Lm-cOUgm0CeS1emporPY4Gq3tIPXT5F4E7c2980uttACDyZ9OvPj2IK3qVDwXavEaXaUWB4obxWle2O-a0ePRUCucXWZhT7HnJr) In this section, we will guide you step-by-step on how to work in our **InteliWISE Voicebot Editor**.![](https://lh6.googleusercontent.com/o-Hb09yTNGycsqp_C4j_JdPULAdAIibqer4vfKsszRkuH2iZgSpt1n95Mtqeg0OKMoRYcdOJG00nskWg2TKjlRPu6qQiEkSgNcCcrNYuA3q9gXgJfVRrEHNhm5jXpod0GvbFm8fB) We will create a simple voicebot to show you the steps and give you an idea of what to do next. Then knowing the logic behind creating a voicebot, you will be able to do everything you need, after selecting the most helpful **blocks**![](https://lh5.googleusercontent.com/oEzNzffEQRhoO1pH4OCm5dU1Yw92C6I68pa8qYIrMzFTsMjC_QyV-Tdo5Uk9EtSlJTZMlk1Dz2TYs9hBa0c2wOCygxHItnMYZjbx0h-1GXr875ps9C5-ERygJbZLNAVAexd2P03n)from the Blocks Menu.![](https://lh4.googleusercontent.com/O3zg5_HiEmrFEJ5oaik6VTCXeBXH-kWbRzrVc0efTXC6thWGCD9qCWM69OX5U4Co354pMDP4ibnTB0ZVjrq4mwx7WcdlaUqnfKYAnwzPstJy28YIHQW2C9HLoEvUWRWMpM9QrA7g)You can find a detailed description of the functionality of each **block** ![](https://lh3.googleusercontent.com/ipCZJdEhWUhDTviD5V0X5IoZbE23yn0k4xUmN0al1DHdsuhlfX3T2l7mGQXPM7F8iD4x2dOlfjcFWAV93SFi6eruroN7kLTHYSHtt0pev9I3KZExeAxb6KVccMTONFKl9dIdEvsf)and its options in the [section about blocks](/what-can-you-do-with-inteliwise-blocks). If you have not yet created your account, nor created your first project, go back to [earlier sections](/quick-guide-to-creating-voicebots.-1/how-to-create-a-free-inteliwise-account-and-your-first-voicebot-project/quick-way-to-create-a-free-inteliwise-account), and follow the instructions. Create a new project from the Empty Template. Once you are in your project, you should see that your Conversation Flow Scenario consists only of the `Start Call` block. Click on it to see the options you need to configure. # How to set up the start call block? ### To run your voicebot, you need to set up only 2 options of the Start Call block at Block Options Panel![](https://lh5.googleusercontent.com/iumihs3MM6p2_k3o24lxKLOCJcdmCXV7NZyYl2X6bhvNPDtKPnn_55LmgEqL9WGv82OTtqEP-D0fpQxy_afbQ1d_Hj_CTiA94f2IsMXbbCaPYP84am1wtnzugMU9PL1n1KIWvkqt). These are “**Welcome text**” and “**Voicebot language**”. All other available options of the Start Call block we describe in the section about blocks. In the “Welcome text” field, write a message you would like to be welcomed by your voicebot. {% hint style="success" %} **For example:** You may write: “*Hello! I am your first Voicebot!*” Then, be sure you have set up the Voicebot language option to English. {% endhint %} Then, be sure you have set up the **Voicebot language** option to **English**. ![CREATING A VOICEBOT FROM SCRATCH](/files/-M_yUi9MocNj4WHSkRXw) Now use the[ Save\&Test button](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/how-to-benefit-from-buttons) to save your project and check how your voicebot behaves. Can you hear your voicebot greeting you? Isn’t it awesome? :star\_struck: ### In this exercise, we want to create a voicebot confirming a dental appointment. So please change the phrase in the **Welcome text** field to: *“Hello! I am a Virtual Assistant of the Dental Clinic*.” OK! Do you want to talk to your voicebot? Then we need to do some more work! Let us pretend that our voicebot would like to confirm your dental appointment, that you have on Wednesday, 26th of June 2021. The voicebot should know your name and the date of your appointment with the dentist. In fact, our DEMO voicebot does not belong to your dentist, and it does not know nor your name, nor your visit date. {% hint style="info" %} In the real world, the voicebot retrieves customer data through API from IT systems. It would do the same for your dentist. But in this exercise, we will fake it. {% endhint %} Before we do that, we will explain, how to add and delete new blocks and connectors in the Voicebot Editor. # How to add blocks and connectors and how to remove them? ![ADDING AND REMOVING BLOCKS](/files/-M_yW9CYi9CHAjkWXdJH) If you click on any block from the Blocks Menu,![](https://lh4.googleusercontent.com/EobVHWFRNkHZ9jFrNccaj3iLAb4RxPmbxJBRuKK3ioNYDa4nifPMGTkyKIahpb8SCchhJRpAljQ136UkW3UL4J-balQdgVlNWhJYREF6XxMVsQNgnMwfWv3pqsHdMwdQLxpV0T27)it will appear in your **InteliWISE Voicebot Editor**,![](https://lh6.googleusercontent.com/XF7EPWVCVRmGCPEWsdeiGSiVKMi-UCS5mhBSSp6HbyWXvKzQcqTSbg3ulbNEm309WRqjszloJJjb0txGncIF7lE9lvGz6qdVfnnZSk66o-_4rJvbfTA9cCGYYLLgvGz6nKJ8ELWs)and you may add it to your Conversational Flow Scenario. If you intend to place a block in a specific place, then it is better to drag & drop it where needed.
![ADDING AND REMOVING CONNECTORS](/files/-M_yWjHvEV3KMBNwGDN6) Each block (except the Start Call) has the **in**put and **out**put ports. This means, that blocks can receive **in**put from preceding blocks and pass **output** to subsequent blocks. Of course, since the [Start Call ](/what-can-you-do-with-inteliwise-blocks/start-call-how-to-start-a-conversational-flow-scenario)block is the first one in the **Conversational Flow Scenario**,![](https://lh3.googleusercontent.com/FACRDBV0sGkb_pOMOToxNXxoBYOuoybDNwfH2PhLkxJHf2snqRMPEAKXIrVY910ttGAkX2zFyuRT172Lea1rhWsSbk22gkavUMtqY1zjdEnm9tKTC3uo-pS55QsyhUY2Tt8FZkI5)it does not receive anything. This block can only pass output to others. Therefore, it has only an output port. ### Each block has only one input port (in). And this input port can receive data from many different blocks. So, it means, that your voicebot may give your caller an identical response, but there may be different situations in conversation flow (several different blocks) that led to that voicebot answer. You will [see this later in our example](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot/how-to-confirm-the-appointment-date#you-will-need-to-do-a-similar-configuration-as-for-the-name-confirmation). A block can have more than one output port (i.e.: **out**), because it can pass output to more than one block. For example, a voicebot can act one way, in a situation when everything is fine, and another way, when something has gone wrong. The symbol for the connection between blocks is a **connector**. It shows us what is the order of blocks, meaning, what happens next in the scenario. Thus, you know all paths which directing the flow of conversation. To connect one block to another, you need to click on the output port in the previous block and then move your cursor to the input port of the next block. If you want to remove a connection, hover the mouse over the center of a connector, then a small cross will appear. If you click on it, the connector will disappear, and blocks will be disconnected.
# What are variables? {% hint style="success" %} Now we are going to tell you a **secret**. You do not have to be a programmer to do magic :man\_mage::woman\_technologist: {% endhint %} We will reveal a few tricks soon. But first, we need to explain some basic terms. ### You might be expecting voicebot to remember your name or other data you talk about during the conversation. How is this possible? Thanks to **variables**. We have two types of variables: * **Global Variables** * **Arguments** An InteliWISE voicebot remembers **Global Variables** for the duration of the entire conversation. In the case of **Arguments**, it has a short memory. They may be passed only from one block to another, and then they are forgotten. **Sample global variables:** * `globals.first_name`– stores the first name**.** * `globals.date` – stores the date used in the conversation. # How to set up the needed data? In our Conversation Flow Scenario ![](https://lh4.googleusercontent.com/BK-0TJdEC-M8eOcuyDkiFaXe1ISq4NO__83EhE2X5mO8f0lE5ezqVgoxEh4oPSdhQdp6FFkBvfEKvuNEil0zUxJyCXqsxjyWdrXd94BxZh71Df9au9P-_HksXQsE-TRxDEaTHoaw)we want a voicebot to confirm a dental appointment. In real life, we would set up an API option in the Start call or use an API block to get the data from your dentist’s IT system. {% hint style="info" %} In our case, we are going to fake it. And we will teach you some useful things in the process. {% endhint %} ### The [Custom JS](/what-can-you-do-with-inteliwise-blocks/custom-js-where-to-insert-a-custom-code) block allows adding custom JavaScript code that can do magic. It sounds like this is a solution only for programmers. No! :no\_entry: If you know a few tricks:man\_juggling:, you can reuse ready-made code snippets. You can copy them and use them. ![](/files/-M_ypgAmEhnh20TDmYyF) So, let us now simulate, that the voicebot received your data from the dentist’s IT system. We will set this data manually. Set a global variable that stores names so the voicebot knows your name. {% code title="" %} ```javascript globals.first_name = ”Anna Gregorczyk” ``` {% endcode %} > *My name is Anna Gregorczyk, so I place this name in our example.* {% code title="" %} ```javascript globals.date = new Date(2021,05,26,15,30) ``` {% endcode %} > I also set the date of the dentist appointment, which has been planned for 26 of June 2021 at 15:30. {% hint style="danger" %} **Notice** that in Java Script, months are counted from 0, so January is 0, and 05 is June (**not** May!) {% endhint %} You must remember to put `return out1()` as the last line of the code. This makes the [Custom JS](/what-can-you-do-with-inteliwise-blocks/custom-js-where-to-insert-a-custom-code) block return its output to the next block. {% hint style="warning" %} Remember to connect the Start Call block to the Custom JS block by a [connector](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot/how-to-add-blocks-and-connectors-and-how-to-remove-them)! {% endhint %} # How to confirm the name of the customer? ### When calling someone, there is no assurance that the phone will be answered by the owner. It is good to confirm who is on the other end. So, let us choose the [Confirm ](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer)block to ensure the voicebot is talking to the right person. Please connect[ Custom JS](/what-can-you-do-with-inteliwise-blocks/custom-js-where-to-insert-a-custom-code) block’s **port out1** with [Confirm ](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer)block in port by a [connector](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot/how-to-add-blocks-and-connectors-and-how-to-remove-them). The Options Panel of the **Confirm** block has many options to fill in. For example, we can choose whether we expect the client only to answer “*Yes” & “No”*, or whether there is an option to answer, “*I do not know*”. We can also provide alternatives for mentioned answers. Obviously in real life, the confirmation may be expressed in many ways: “*Yes*”, “*Sure*”, “*Of course*.” For humans, it will mean the same, but for a voicebot, they are 3 different responses. ![CONFIRMING THE IDENTITY – BRANCHING THE CONVERSATION](/files/-M_yzFi5wF0zufDmREwz) Let us assume in our case, that the answer will be only “*Yes*” or “*No*”. ### So be nice, and when testing the behavior of your voicebot in this part of the conversation, answer only “*Yes*” or “*No*”. So, with the above assumptions, it looks like we need to configure only one option: **Speech Synthesizer.** As you see in the image above, I wrote: “Am I talking to`${globals.first_name}`?” This means I want the voicebot to say the name that is stored in a [global variable](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot/what-are-variables) – `globals.first_name` I expect to hear: “*Am I talking to Anna Gregorczyk?*” ### You should expect that you will hear the name you set in the previous **Custom JS** block. Save your project using the button [**SAVE** ![](https://lh5.googleusercontent.com/kJ2v2Do3j-pjWCJ9UQori0ys85Xp09Pt6MLHBdU_MeTXQaYTexJnusWxMeosGiNFjJr6hjb5Ph_60mklAn2KUCONKrKRKvSfNIXSgQy4KqZgGR0aPlGBmnnop1tTKW0umnH5YujP)and click the **Test your Voicebot** button.](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/how-to-benefit-from-buttons) ![](https://lh4.googleusercontent.com/PI48Bb9notpiQpjF9KHbRMKcTGHX85N-fm4RV62Rj8Y1kx-8NnNgOoGotiqRv7UH3zTO5bN67cToBNAzBpX2mZPT1BRl1epeksbce4cFJcyjuJQFXwIbh3YTeLD12VKEZVE3LwkW) Have you heard your name? Have you responded? But the voicebot disconnected. Why? {% hint style="warning" %} Well, we are missing a further part of the **Conversational Flow Scenario**. ![](https://lh3.googleusercontent.com/_1lXygZAFei-22PN14tYup_DnExgMjl4lZvygtoMSGd23T3uZV77uPIeQq5XssD2fJh8JL5HYUzZLJuG0QWzTxZz2wDXRlykIjiGMRL_q79VfwzFwkGvhKrkgSFKfAnugY94F3r8) {% endhint %} # How to branch a Conversation Flow Scenario? ![](https://lh3.googleusercontent.com/Ri4sPy_T3rIQ_lwj_po1vWlXJ-4zPT5UP3wPgauw_kG1DX89Rmep38hpG2IlZ-em1qqds4u6hUqvxHqlKYJWj_OCQ-RMBSTxEakFj-6_t2Ns-T6JBfaCjh_MniB_lxPsmSO_LrqY) If you read the description of the [Confirm ](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer)block, you will notice that it has block has three output ports by default. They are **yes**, **no**, and **fail**. This means that we can branch our conversation. Depending on the customer response, a voicebot will react differently. You should provide the further scenario (further blocks) for the cases when the customer answers: “*Yes*” or “*No*”. You should also take care of the failure case – when the voicebot will not understand the response, or it will be different than “*Yes*”, or “*No*”. ### Let us start with the failure case. In case the voicebot will is not sure if it is talking to the right person, it will connect to a human assistant. (Obviously, in our demo mode, our voicebot will only tell us about this, but we will not make him connect you to anyone. That is what would happen in a real scenario.) Choose the [Say ](/what-can-you-do-with-inteliwise-blocks/say-how-to-make-your-voicebot-speak)block this time. Connect the output port **fail** from the **Confirm** block to the **Say** block. This block enables the voicebot to say any phrase. ### There is only one option to set: **Text to say**. Please, write: “*I am sorry. I did not understand. Let me connect you to our call center assistant*.” {% hint style="info" %} And in the real-life we would add after it the [Custom JS](/what-can-you-do-with-inteliwise-blocks/custom-js-where-to-insert-a-custom-code) block to connect you with an assistant {% endhint %} We can do a similar configuration for a “*No*” answer. If a voicebot calls the wrong person, it should politely apologize and hang up. So, please add the block **Say** and write a proper message in **the Text to say** field. The real work will start for the “Yes” answer because then we need to confirm the appointment date.
# How to confirm the appointment date? ### Now, please select the [Confirm ](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer)block again. Our voicebot will verify that we confirm our presence at the scheduled meeting. Our scenario branches out once again. In our Conversational Flow scenario, you can also use the [Confirm Date](/what-can-you-do-with-inteliwise-blocks/confirm-date-how-to-make-a-voicebot-confirm-the-agreed-date-with-a-customer) block to use in. You may learn what are the differences between these blocks in the [section about blocks.](/what-can-you-do-with-inteliwise-blocks) ![ CONFIRMING THE APPOINTMENT DATE](/files/-M_z4WwZUKx-yMC7SeJI) ### You will need to do a similar configuration as for the name confirmation This time, however, we put a question about the date in the **Question** field (using the [global variable](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot/what-are-variables) that stores the date). Then you need to take care of all output ports: **yes**, **no**, and **fail**. # How to reuse the same block in the scenario? ### Let us start again with the fail port configuration. In case the voicebot does not understand the customer’s response it will inform the customer, that it will connect him or her to a virtual assistant. You do not need to create this part of the conversation flow. It is enough to connect the [Confirm ](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer)block from the **fail** port to the existing [Say ](/what-can-you-do-with-inteliwise-blocks/say-how-to-make-your-voicebot-speak)block that informs about connecting to the assistant. ![REUSING THE SAME BLOCK – VOICEBOT FAIL BEHAVIOR](/files/-M_z5ZxnTaVBjsxRLS-X) As you can see, this is a case mentioned before, where several different blocks in the scenario may provide input into a single block. {% hint style="success" %} In real-life there would be further blocks or code that would connect the voicebot to a human call center assistant. {% endhint %} # How to end the conversation? ### Now, you deal with the “**no**” output port of a [Confirm ](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer)block. You can connect it with a [Say ](/what-can-you-do-with-inteliwise-blocks/say-how-to-make-your-voicebot-speak)block, where the voicebot will inform a customer that the appointment has been canceled. (This is in response to the customer telling voicebot not to come to the scheduled appointment.) Clearly, in a real-world scenario, there would be further blocks or code that would connect the voicebot to the dental clinic database or calendar and actually cancel the appointment. ![ENDING CONVERSATION – THE FINAL VERSION](/files/-M_zPEn4D6AuyfkniwiD) The final step is to create a [Say ](/what-can-you-do-with-inteliwise-blocks/say-how-to-make-your-voicebot-speak)block that will confirm that you are expected at the scheduled time and ends the conversation. ![COMPARISON OF SCENARIOS](/files/-M_zQ5u3kmTHbSPFtA_N) ### Now you have a simulation of what a voicebot call confirming a dental appointment might sound like. In the image above, you can compare your conversation design with the InteliWISE voicebot Conversation Flow Scenario. What voicebot do you need for your business? How would the scenario look like for your company? # What can you do with InteliWISE blocks? {% hint style="success" %} **TIP –** there you can get useful advice. {% endhint %} {% hint style="warning" %} **REMEMBER –** this information may be crucial to your success {% endhint %} :point\_right: **BASIC FUNCTIONALITIES –** there we explain the options you always need to set for the voicebot to work properly. :gear: **SPECIFIC ADVANCED OPTIONS –** here you will find an explanation of other options you need to configure. Setting them up is not mandatory. :package:**COMMON ADVANCED OPTIONS –**options that serve the same role and which you may also find in other blocks. # START CALL – How to start a conversational flow scenario? Every voicebot scenario starts with the Start Call block. And this is the only part of the scenario when this block can be used. That is why you will not find it in our **Blocks Menu**.![](https://lh3.googleusercontent.com/sH34CMZH2Et-ZvtBCe7m9mkw3mQs0pZI4wZLlA6ZhmS38FiqHvMv-8I6QNg-tS0bIPjH_vVFZfbfz3zjbOS3dUyBP2Vy6lAVCIJQK5j6pH52dyqzSDsgcCGR89E_KUhX8B8CAp_l)By default, it will be placed in the Conversation Flow Scenario. ![START CALL](/files/-M_zdwEfbcPG1hg9rS-E) Start Call is the only block without the input port. It has only one output port. ### :point\_right: **BASIC FUNCTIONALITIES** **Welcome text –** here you may provide your greeting text which your voicebot will speak when connected to your client. This functionality works exactly as the **Text to say** option in the [Say ](/what-can-you-do-with-inteliwise-blocks/say-how-to-make-your-voicebot-speak)block. **Voicebot language** - You can configure your voicebot in English, Polish, Spanish, and Hungarian. However, if you set it up in the language other than the language in which your texts are written, the voicebot speech will be incomprehensible. {% hint style="warning" %} **REMEMBER!** *Before you start testing, check what language the voicebot is set to!* {% endhint %} ### :gear: **SPECIFIC ADVANCED OPTIONS** **First API call URL** - There you provide a Uniform Resource Locator (URL) to your Application Programming Interface (API) from which the voicebot can retrieve the data needed for a call. This allows for personalization. For example, to start an [Outbound Campaign](/how-to-connect-a-voicebot-with-a-phone-number/inteliwise-dialer-what-if-you-need-an-outbound-campaign) you need to retrieve the customer’s name and other necessary data from the system. Depending on the functionality of your voicebot, this may be, among other things, the amount of money the customer owes the bank, the date of the appointment, etc. {% hint style="success" %} **TIP:** *We require your API to return data in a specific JSON structure to set Global Variables.* {% endhint %} ```javascript { "globals": { "first_name": "John", "last_name": "Doe" } } ``` **Voicebot initial timeout –** the time that the voicebot waits for the customer response. **Voicebot final timeout –** the amount of time that the voicebot waits after the customer has finished speaking. **CSV file name -** in case your voicebot uses a CSV file to exchange the data, specify the name of this file. **CLUSTER** - Each InteliWISE customer owns one or more databases with the possible answers to bot questions. These databases can be divided in CLUSTERS that store a specific subset of answers. For example, you may want, different answers for a voicebot and different answers for a chatbot. You can also have several subsets for the same type of bot. For example, you may prefer different answers from a chatbot on Facebook Messenger and different on your company website. **Force ASR tolerance –** while the ASR system recognizes speech to text – you may increase its tolerance. This means, that its ability to recognize words spoken by a customer will be higher. **Techmo synthesis –** in case you choose the Techmo speech synthesis instead of Google synthesis. ### :package: **COMMON ADVANCED OPTIONS** **Custom JS –** here you can provide JavaScript code to do more advanced things. Usually, in this field you may set up global variables, choose the google voice, and configure some other basic settings needed for the whole conversation. **DNN confirmation detection -** helps to force understanding of the customer’s speech in the case when a given block only expects a “*Yes*” or “*No*” answer. Probably in other cases, the voicebot might understand another word, but here the assumption is clear. This option is helpful in cases where the customer diction is not perfect and then we avoid bot failure. If this option is set in the Start Call block, it is enabled in all other blocks. # SAY – How to make your voicebot speak? If you want your voicebot to just say something and the block does not require any special logic, use the **Say** block. It is one of the simplest and most basic blocks. It has only one input and one output port. ![SAY](/files/-Ma2VbdHDbUfVnt-LoVR) ### :point\_right: **BASIC FUNCTIONALITIES** **Text to say –** You can make your bot speak in two ways, choosing the preferred option: * **Speech synthesizer** * **Own recording** If you choose the **Speech synthesizer** option, all you have to do is write a text that will be read by the Text-2-Speech (TTS) system. {% hint style="warning" %} **REMEMBER!** *The language in which you write the text should be the same as the one you set in the **Voicebot language** option in a Start Call Block.* {% endhint %} If you choose the **Own recording** option, then you can upload the audio file with the recorded phrase. (Then, your customer will listen while talking to the voicebot.) {% hint style="warning" %} **REMEMBER!** *You cannot use the Global Variables and Arguments while using **Own recording** option*. {% endhint %} # CUSTOM JS – Where to insert a custom code? **Custom JS** is the most customizable block. By default, it has one input port, but it can have as many output ports as you need. ![CUSTOM JS](/files/-Ma2WzjWADWA4jUc_HGC) ### :point\_right: **BASIC FUNCTIONALITIES** **JS -** This is where the JavaScript code can be placed. In this field, you can insert any code you need to make your voicebot behaving according to your business requirements. **Number of outputs –** Here you specify the number of output ports you want this particular block to consist of. This allows you to create multiple branches of the Conversational Flow Scenario. {% hint style="warning" %} **REMEMBER!** *When creating a code in the JS field write `return out1()`, `out2()` etc. for each output port of the Custom JS Block.* *If you want to pass an argument to the next block your output port function should return it.* {% endhint %} {% hint style="success" %} **TIP:** *Typically, the return functions should be placed at the end of the code. The only exception is when you need to break the code execution.* {% endhint %} # IF CONDITION – How to influence a voicebot behavior depending on conditions? The **IF condition** block is used to branch the scenario in two separate paths, depending on the condition set. In other words, you can set up a specific condition and if the condition is true then you go to one branch of your scenario, and if the condition is false then you go to the other branch of the scenario. ![IF CONDITION](/files/-Ma2YZ3xz-yO28GOS9-Q) ### :point\_right: **BASIC FUNCTIONALITIES** The condition may be set depending on: * Text, * Argument (a [variable ](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot/what-are-variables)from the previous block), * Global Variable (the variable stored throughout the whole conversation) * Number For example, an Argument contains the info about the date of planned payment provided by a customer, and the Global Variable (`globals.date`) contains the date where the payment should be made. The voicebot will behave differently if the customer wants to pay early, and differently if the customer is in financial trouble. As another example, the voicebot behavior will be different depending on whether the global variable storing name will be equal to “*Stephen*” or not.
# CONFIRM – How to get confirmation from a customer? The **Confirm** block is the best for closed questions, where the expected answer from the customer should be “*Yes*” or “*No*”. It has one input port. Depending on the configuration it may have from 2 – 4 output ports. There are 3 default ports: **yes**, **no**, **fail**, and one optional one **dk** (= I do not know). You may remove the **fail** port if you wish. ![CONFIRM](/files/-Ma3DaSHBqyqZRw8ECYf) In some cases, you may want to allow for the “I do not know” answer, but you do not have to. You can set how many times the question should be repeated. Some of the options in the **Confirm** block are identical to the options of [Confirm Date ](/what-can-you-do-with-inteliwise-blocks/confirm-date-how-to-make-a-voicebot-confirm-the-agreed-date-with-a-customer)& [Date ](/what-can-you-do-with-inteliwise-blocks/date-how-to-get-a-date-from-a-customer)blocks. Therefore, we will discuss them in detail only in this section. ### :point\_right: **BASIC FUNCTIONALITIES** **Question –** This is where you set what you want the voicebot to say. The configuration should be done in the same way as for the **Text to say** option in the [Say ](/what-can-you-do-with-inteliwise-blocks/say-how-to-make-your-voicebot-speak)block. ### :gear: **SPECIFIC ADVANCED OPTIONS** **On fail –** This option allows you to decide if you want to configure a separate scenario branch when the voicebot does not understand the customer’s answer or force it to treat this unknown answer as “*I do not know*” (Optionally: “*Yes*” or “*No*”). If you choose to set **Fail**, then this means you must configure the branch of conversation failure. If you choose any other option, the **fail** output port will disappear, and the voicebot will act according to your settings. ### :package: **COMMON ADVANCED OPTIONS** **Allow DTMF** – Allows the customer to respond not only by voice but also by providing the response on a mobile device. To answer “*yes*” tap 1. To answer “*no*”, tap 2. **Alternative Don’t know** – In this field, type phrases or words that may mean that customer does not know the answer. {% hint style="success" %} **TIP:** *Before entering phrases to the **Alternative Don’t know** field, you should check **Allow don’t know** checkbox first. This option allows setting a scenario where the customer does not know the answer to a question.* {% endhint %} **Alternative Yes** – In this field type phrases or words that may suggest that customer means “YES”. **Alternative No** – In this field enter phrases or words that may imply that customer means “NO”. **Repeat** – Set how many times the voicebot should repeat the question in case it did not understand the customer’s response. **Alternative repeat question** – In this field, type other **Question** alternatives. It is useful in case your voicebot should ask the customer the question again, but you do not want it to use the same words. {% hint style="warning" %} **REMEMBER!** *Remember to enter each phrase in a separate line when you provide input for options: **Alternative Yes, Alternative No, Alternative Don’t know, Alternative Repeat Question.*** {% endhint %} **Allow don’t know –** Use it when you expect that in your voicebot **Conversational Flow** Scenario the customer may not be able to answer clearly “yes” or “no” or may not know the answer at all. Then additional output port (**dk**) will appear on the **Confirm** block, so you can branch your scenario for this case # CONFIRM DATE – How to make a voicebot confirm the agreed date with a customer? ![CONFIRM DATE](/files/-Ma3GycEoHHbdeFf8otf) ### :point\_right: **BASIC FUNCTIONALITIES** **Question** – Here you provide the text your voicebot wants to say. {% hint style="warning" %} **REMEMBER !** *When using the Confirm Date block, the voicebot will say more words than you type in the Question field. It will say additionally the date and the phrase: “Is that ok for you?”* {% endhint %} ### :gear: **SPECIFIC ADVANCED OPTIONS** **Ask for time too** – The voicebot will ask for a day and the time. **Date source** – here you choose if the date to be confirmed by voicebot is taken from an [Argument or Global Variable](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot/what-are-variables). ### :package: **C**OMMON ADVANCED OPTIONS Please refer to the descriptions of[ Common Advanced Options of Confirm block](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer#common-advanced-options) for below options: * Alternative Don’t Know * Alternative Yes * Alternative No * Alternative repeat question # DATE – how to get a date from a customer? ![DATE](/files/-Ma3INkBQ5pjAtGZYU5t) ### :point\_right: **BASIC FUNCTIONALITIES** **Question** – here you specify what the voicebot will say. The configuration is the same as for the **Text to say** option in the [Say ](/what-can-you-do-with-inteliwise-blocks/say-how-to-make-your-voicebot-speak)block. ### :gear: **SPECIFIC ADVANCED OPTIONS** **Require confirmation** – The voicebot will repeat the date and ask for confirmation to check whether this is the date agreed with customer. **Save output as global variable** – here you setup to which [global variable](/quick-guide-to-creating-voicebots.-1/how-to-create-a-voicebot/what-are-variables) will be assigned the date provided by the client. ### :package: **COMMON ADVANCED OPTIONS** Please refer to the descriptions of[ Common Advanced Options of Confirm block](/what-can-you-do-with-inteliwise-blocks/confirm-how-to-get-confirmation-from-a-customer#common-advanced-options) for below options: * Alternative Don’t Know * Alternative Yes * Alternative No * Alternative repeat question # How to connect a voicebot with a phone number? {% hint style="success" %} In this section you will learn about: {% endhint %} ### 👉 [How to configure the telco infrastructure?](/how-to-connect-a-voicebot-with-a-phone-number/how-to-configure-the-telco-infrastructure) ### 👉[ Do you need an InteliWISE dedicated telco infrastructure?](/how-to-connect-a-voicebot-with-a-phone-number/do-you-need-an-inteliwise-dedicated-telco-infrastructure) ### 👉 [What is required for the on-premise implementation? ](/how-to-connect-a-voicebot-with-a-phone-number/do-you-need-an-inteliwise-dedicated-telco-infrastructure) ### 👉[ What are hardware requirements for the InteliWISE voicebot?](/how-to-connect-a-voicebot-with-a-phone-number/what-is-required-for-the-on-premise-implementation/what-are-hardware-requirements-for-the-inteliwise-voicebot) ### 👉 [What hardware do is needed for automated speech recognition (ASR) system?](/how-to-connect-a-voicebot-with-a-phone-number/what-is-required-for-the-on-premise-implementation/what-hardware-do-is-needed-for-automated-speech-recognition-asr-system) ### 👉 [What hardware do you need for text-2-speech (TTS) system?](/how-to-connect-a-voicebot-with-a-phone-number/what-is-required-for-the-on-premise-implementation/what-hardware-do-you-need-for-text-2-speech-tts-system) ### 👉 [What if you need an outbound campaign?](/how-to-connect-a-voicebot-with-a-phone-number/inteliwise-dialer-what-if-you-need-an-outbound-campaign) ### 👉 [Can voicebot be integrated with other systems?](/how-to-connect-a-voicebot-with-a-phone-number/can-voicebot-be-integrated-with-other-systems) ### ![](https://lh5.googleusercontent.com/c-eM4OXhm8jMGJ6Vj4tH8doJ3amGg2BPheZtm-lg4FrT3k7NmX6XR8KqegtPfBt9OSWqlyASja4PWHmtJCRRWskwdHZFvvl6u3aGaJ3dJ_o0FaoACSZHWMpNHAHbaQD1OolAS9Gi) Usually, the reason why you plan to create a voicebot is to automatize tasks of call center agents or to substitute a currently used Interactive Voice Response (IVR) system. So, it is not enough to create a dialog flow and design the voicebot [Conversational Flow Scenario.](/quick-guide-to-creating-voicebots.-1/take-an-advantage-of-the-inteliwise-voicebot-builder/how-to-design-a-conversational-flow-scenario) Your voicebot can work properly only after you assign it a phone number. This will allow your customers to call your voicebot, or your voicebot to call your customers if you are planning an [outbound campaign](/how-to-connect-a-voicebot-with-a-phone-number/inteliwise-dialer-what-if-you-need-an-outbound-campaign). # How to configure the telco infrastructure? ### The [InteliWISE Voicebot solution](https://inteliwise.com/products/voicebot/) is very :muscle: flexible. We offer: * [Shared InteliWISE Telco Infrastructure ](/how-to-connect-a-voicebot-with-a-phone-number/we-recommend-the-inteliwise-shared-telco-infrastructure.)**(Recommended!)**:eye\_in\_speech\_bubble: * [Dedicated InteliWISE Telco Infrastructure](/how-to-connect-a-voicebot-with-a-phone-number/do-you-need-an-inteliwise-dedicated-telco-infrastructure), * [Dedicated implementation on your company infrastructure](/how-to-connect-a-voicebot-with-a-phone-number/would-you-like-a-custom-implementation-in-your-company-infrastructure). (On-premise.) In case you choose the on-premise option you need to make sure that your [hardware matches our specification](/how-to-connect-a-voicebot-with-a-phone-number/what-is-required-for-the-on-premise-implementation). ![](https://lh6.googleusercontent.com/q60D--Zm1ecAKh-KPn6z94y9dOlsDf13EGkN3hgCI7XeM-rJMrbm27sQ1nq_VAOjcffrJbcK8HMtpsZeLDc8v6TJcLcaKYyCDp2vCBrohOXSFCUEZw60vTZAlrzL3Wd5oo4VfQf9) ### The ideal option for your company depends on the following expectations: * Preferred **deployment time**. :calendar: * Ownership of the **voicebot instance**. :robot: * Ownership of the **telco infrastructure**. :telephone: * Ownership of **phone numbers and switchboard (PBX)**. :telephone\_receiver: * Employment of call center agents. :couple: * **Complexity of the project.** :jigsaw: * **Budget.**:moneybag: * **Regulatory obligations** to meet. :scales: #### If you want to do a quick comparison of all available options, go :point\_right: [here](/how-to-connect-a-voicebot-with-a-phone-number/lets-compare-available-telco-infrastructure-options.). # We recommend the InteliWISE Shared Telco Infrastructure. ### We recommend that you assign the **InteliWISE Shared Telco Infrastructure** to your voicebot. This is the easiest and fastest option. Consider it especially if: * You are under time pressure. * You plan to have the voicebot in parallel to your call center. * You plan to run your call center through InteliWISE, or you plan to use our[ Agent Service platform](https://inteliwise.com/products/messaging/contact-center-omnichannel/) ![](https://lh5.googleusercontent.com/MuSgH7HbdKI-d_9pKW9sYvDRp4LwJ4tQbDyKKX_sOTfeU7oqJc33mbEBQfquQp6FeHigX7cRwfzk_9lCR3Ehop0xSdBY8WwQ8ZfLUq_k2M9qujF9RJ9j_q_HOdJ4gA7lnMRt9OPA) ### In this case, we will ensure the end-2-end service. We will create a voicebot instance and give you a set of phone numbers. You do not need to have your call center. It is up to us to take care of the voicebot module, telco connection, and phone numbers. Your data will be stored in a public cloud located in the EU and protected by the highest security standards of global cloud providers. ![](https://lh5.googleusercontent.com/TwUHVf212bW5cYfGjvZyztA8HzfPaElDiNS4JIhZ6a2jco2UWIzX8je7IhYEgTS6KD45jpv0K6XofX4pNzzuJD6A5SKUQy_v46Dysv6MxhcrP8NRm1kUEq5nMAIlDk8pkdXFPy2d) Since there is no need to assign your telco infrastructure to your voicebot, the setup will take less than one hour. As part of the subscription, you will receive a package of minutes to use. Only if you exceed the minutes limit, you can expect to pay an additional fee for each voicebot call. #### If you want to do a quick comparison with other options, go :point\_right: [here](/how-to-connect-a-voicebot-with-a-phone-number/lets-compare-available-telco-infrastructure-options.).
# Do you need an InteliWISE dedicated telco infrastructure? ### If you choose, we can provide you with an InteliWISE dedicated telco infrastructure. Consider this option if: * Your company wants to own the phone numbers and switchboard (PBX). * Your company wants to forward calls to your call center agents. * Your company wants to take responsibility for data control and security. Then, InteliWISE will own only the voicebot module (comm.ai) and your company will control the sensitive data and phone numbers. ![](https://lh4.googleusercontent.com/uaNqb3GMiBBhnCPvHkt91KUfRbgBbxMgZ2BxBZydLSYFk4nXl9yA2sZRtfvxtURfzb0-nV3oBxE4-xLOGa4sTpMQoQ9OcwYKBg4GLJEDZqIe7D35ygjen_C5Gi3gQjFMEJ5HiG19) This option requires the integration of the voicebot instance and InteliWISE infrastructure with your corporate call center. You will need to set up a Virtual Private Network (VPN) connection with InteliWISE, to ensure the security of data exchange. (If you choose the [Google’s VPN](https://cloud.google.com/network-connectivity/docs/vpn), recommended by InteliWISE, the effort is estimated at a minimum of 35 hours. If you choose the VPN of another provider, the workload will exceed 80 hours.) ### It is up to you how you configure your voicebot: * Your customer can call directly to your voicebot (if you remove IVR.) * Your client will be directed to a voicebot while reaching a certain IVR level. (Then your voicebot will be at the dedicated extension to which the given IVR option directs). ![](https://lh3.googleusercontent.com/TSb3ybf0oaevYhm5eUnOdoRzKe-7yw9B66sAgfgdkkQsabodJ-F_gkaMPMLM6T79GcQwfD__LseXurEU9pe7OYvTVZH77BNJcjmxDW-BVWyQIEG-4YAdF3vr4Ea5MD34Wvr2m9AG) In case your company owns the call center, the call costs will depend on your internal costs. In case the forward to a consultant is needed it will be through your call center. The data control and security will be dependent on the private cloud your company uses. ![](https://lh5.googleusercontent.com/sKLnMLfRECSqGGnngLAADA9heJcBP7-bF3RQNJprvNvv-dC1Z6Gsb2owG-Gz1QL0brQ607o2lT4HxAzOx46xdrCCtzTpxPPH2nUeL32onnAs_BPnjTBhKf5W3EWOmIdcLppX1XNf) For an additional fee, you can also use a telco infrastructure provided by InteliWISE, but the data will still be stored in your company’s private cloud. (Our recommendation is a dedicated instance on Google Cloud.) #### If you want to do a quick comparison with other options, go :point\_right: [here](/how-to-connect-a-voicebot-with-a-phone-number/lets-compare-available-telco-infrastructure-options.).
# Would you like a custom implementation in your company infrastructure? ### The most customized option is when InteliWISE configures everything on your infrastructure. You must prepare dedicated hardware according to our [specifications](/how-to-connect-a-voicebot-with-a-phone-number/what-is-required-for-the-on-premise-implementation). An InteliWISE representative will help you choose from several installation methods. This option may be appropriate for your needs if: * Your company must meet certain regulatory obligations. * Your company wants full control over data privacy. * Your company wants full control over security. ![](https://lh6.googleusercontent.com/yh_zN9EFtjCZYkoh68ai6IwcbhEFQ1jbC02ABOvPi_leSOayjOQRSKLsEiTHPWXs3pFREZahte-RyzZkDKW1m-JVaoyUJFBtW5oCK86Omj33_7TeG4A6duORwgCAZ049zXGYsBCz) The complexity, cost, and project time may be significant. Just setting up the voicebot instance will take a minimum of 160 hours. InteliWISE is happy to provide dedicated support and its cost is negotiable. #### If you want to do a quick comparison with other options, go :point\_right: [here](/how-to-connect-a-voicebot-with-a-phone-number/lets-compare-available-telco-infrastructure-options.). # What is required for the on-premise implementation? If we are to deliver the entire voicebot solution along with the InteliWISE Telco infrastructure to your servers, you need to prepare dedicated hardware for the following components: * InteliWISE Voicebot * Automated Speech Recognition System (ASR) * Text 2 Speech Recognition System (TTS) ![](https://lh5.googleusercontent.com/8kGqxm-ypbcQPgqw7_e3XDab4rvNPr24KrImrs5SxucPdbRNDf8XSmMg-LSWu8NpSEtx93zdOmcligstwPlgtk2vyEu_5GcqCY-aLIpkUHzpsRAEBUHQf5sHZ9DEmRmMxzeV5Men) # What are hardware requirements for the InteliWISE voicebot? ![](https://lh5.googleusercontent.com/6EzYC6Y-qeh8bWoTZvH9Ge-gHaAIlo5Kr5dUNvLw2qYLAAer_vX3fReM3u8VveJVKwdBqP-gSG5p0bhbVkeloN_VGesnWkprq2aIBqEZslvsMill-z93Vz8YFXyDzApXEZLSsrwo) | | 30 channels | | | ------------------------------------ | ---------------- | ----- | |

Operation System | | |

| Debian GNU/Linux 10 | | |

CPU

|

4-core 2GHz

| | | **RAM** |

8 GB

| | | **HDD** |

50 GB

| | |

Minimum connection

|

10 Mbit

| | # What hardware do is needed for automated speech recognition (ASR) system? ### The following data was prepared for the year 2020. :heavy\_check\_mark: Note that 1 vCPU can serve 4 concurrent ASR sessions over time. :heavy\_check\_mark: RAM and HDD depend on the configuration of the virtual machines. :heavy\_check\_mark: To calculate how many gigabytes are required for 1 server instance supporting N channels, you need to multiply the number of channels by 100 MB on top of obligatory the 4.5 GB. $$(4.5 GB + N \* 100 MB)$$ :heavy\_check\_mark: Each additional context model additionally requires at least 3GB RAM per 1 server instance. ![](https://lh4.googleusercontent.com/LaOTGQpmppn4ZtuCbS2MbuH28bAsGuADjh-rIFdLFj1LRxGAPbQY57jX8aBuszlys7vM04jZgcGWgvcoB6SpWhS-fb5x3_yvvTJ4yxkbLujkJoqZEXsG20iOwwZC-90uNp7nHOGW) | | **10 channels** | **50 channels** | **100 channels** |

200

channels

| | -------------------------------------------- | :-------------------------------------: | :-----------------------------------: | :------------------------------------------------: | :---------------------------------------------------------: | | **Virtual Machines** | 1 | 1 | 2 | 4 | | **CPU Threads** | 3vCPU | 12 vCPU |

2x12 =

24 vCPU

|

4x12 =

48 vCPU

| | **CPU points** | 2000 CPU | 2000 - 2300CPU | 2000 - 2300CPU | Min 2300CPU | | **Recommended Hardware** |

Xeon Gold 6136

or better

|

Xeon Gold 6136

or better

|

Xeon

Gold

6136

or better

| 2 x Xeon Gold 6136 or better | | **Basic RAM** | 8 GB | 16 GB | 2 x 16 GB = 32 GB |

4 x 16 GB =

64 GB

| | **RAM in case u use up to 2 context models** | 16GB | 24GB | 2 x 24 GB = 48GB |

4 x 24 GB =

96 GB

recommended 128 GB

| | **HDD** | 40 GB | 60 GB | 2 x 60 GB = 120 GB | 4 x 60 GB = 240 GB | # What hardware do you need for text-2-speech (TTS) system? During a Text-2-Speech synthesis, most computations are performed using the graphics (GPU) card. However, attaching additional GPU cards to hardware does not increase the speed of synthesis. Therefore, InteliWISE recommends the use of Nvidia RTX 2080Ti. The CPU has a smaller impact on the mentioned computations. ![](https://lh3.googleusercontent.com/fi8bB0dCbK3eBIzGPkX1XlAQJq8zpuobfCiOPUH3o0FQDgWUNQ_EazazzU4fxHydQzbFcUJ6bZdCwgYVMicb2L8U6lUEPiJyKdjHquAcBQyGYaoD2D_m1kQoJbgM_CQYaLr3E6l6) #### In below table you may find our declaration of synthesis speed per CPU. | **CPU** | **Declared amount of parallel synthesis channels with audio stream / GPU card** | | ------------------------------------------------------------ | :-----------------------------------------------------------------------------: | |

Intel(R) Xeon(R) Gold 6126 CPU @ 2.60GHz | |

| **6** | |

Intel(R) Core(TM) i7-9700K CPU @ 3.60GHz

| **8** | # Let's compare available telco infrastructure options. | |

InteliWISE Shared

Telco Infrastructure

|

InteliWISE Dedicated

Telco Infrastructure

|

On-premise.

Corporate infrastructure.

Dedicated implementation Your Infrastructure

| | ------------------------------------------------------------------------------------------------ | ------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **IMPLEMENTATION TIME** |

Less than

1 working hour

|

Min.

35+ working hours (depending on needs)

|

Min.

160+ working hours (depending on needs)

| |

OWNERSHIP

of infrastructure and voicebot instance

| **InteliWISE** |

Voicebot – InteliWISE

Switchboard

& phone numbers -

Your company

| **Your Company** | | **VPN SETUP** | NO | YES | NO | | **BEST SOLUTION FOR SPECIAL REGULATORY OBLIGATIONS** | NO | NO | YES | |

FORWARD TO

A CONSULTANT

|

Easy

(InteliWISE Agent)

| **Through Your Company call center** | ??? | | **INTEGRATION WITH YOUR SWITCHBOARD** |

NO NEED

Redirecting of calls through public network

|

Connection through

SIP trunk

(VPN protected)

| **Docker & other methods** to be discussed with customer | | **POTENTIAL CHALLENGES** | **NONE** | Responsibility of **connection costs on Your Company** side | **Challenges with upgrades** and future development | | **ADDITIONAL COST** |

No cost for additional telco infrastructure.

Costs only if you exceed minutes limit.

| Cost of your telco infrastructure. |

Support

(negotiable)

| | **DATA CONTROL** | Public cloud located in EU infrastructure |

Depending on

a Cloud managed

by Your Company

| **Full control of your company** | | **DATA SECURITY** | Highest standards of global cloud providers |

Depending on

a Cloud managed by

Your Company

| **Full control of your company** | | **SPECIALLY DEDICATED HARDWARE** | NO REQUIREMENTS | NO REQUIREMENTS | [**REQUIRED**](/how-to-connect-a-voicebot-with-a-phone-number/what-is-required-for-the-on-premise-implementation/what-are-hardware-requirements-for-the-inteliwise-voicebot) | # InteliWISE DIALER – What if you need an outbound campaign? There are many situations where your customers call with questions, problems, or tasks, and where your voicebot can be helpful. However, there may be situations where your company needs to call its customers and you want a voicebot to do this task. You want to create an outbound campaign. ### This is possible with InteliWISE Dialer. Once you have created your voicebot, you can assign it the phone number. (There are several ways to do it described in [the first part of this section](/how-to-connect-a-voicebot-with-a-phone-number).) ![ASSIGN A PHONE NUMBER TO YOUR VOICEBOT](/files/-Ma8Od1aGl4HMz96z9Ib) Go to the **Projects** page, where you will see the list of your projects. In our exercise, you may edit your voicebot project and click on the **Assign phone number** button. You choose the number from the available ones. However, if you need a phone number in the locations not listed, contact us using the chatbot available at my.inteliwise.com. To be able to set up a Dialer, you need to have a proper amount of funds on your account. You can check the status of your funds in your profile settings (upper right corner). ### The InteliWISE Dialer allows you to configure your campaign. You may choose the days, hours, and phone numbers of the customers to whom the campaign is dedicated.
![CREATE A DIALER](/files/-Ma8P0bXKfOxQylLfLoM) The picture above shows an example useful for the exercise, when you want to test the Dialer on couple of numbers at a chosen hour. A real campaign is usually set up for several days a week during working hours. It can run even 7 days a week. For example, it can be set up from 8am to 4pm on Mon-Fri, and from 10am to 2pm on weekends. ### Steps to create a dialer: 1️⃣ Start by selecting **Dialer** from the menu on the left side. {% hint style="info" %} *If you do not see this option – expand Voicebot option menu.* {% endhint %} 2️⃣ Click the **Add a new dialer campaign** button. 3️⃣ Configure your campaign: * **Name** – Enter the name of your campaign. * **Campaign date range** – Specify the time period during which the campaign will be active. * **Allowed days** – Select the days on which voicebot should call customers. * **Weekday calling hours** – Set the time on Mon – Fri the voicebot should make calls. * **Weekend calling hours** – Set the time voicebot should make calls on weekends. * **Timezone** – Select the proper time zone. * **The maximum retry count** – How many times a voicebot should try to call a customer. (Usually, it is enough to provide a number not higher than 2 or 3.) * **Retry time** – After how many minutes the voicebot should call for the second time. * **Retry back off** – Here you may setup a longer pauses between retry attempts. 4️⃣ Save the setup of your campaign clicking in the **Save** button. 5️⃣ Click the **Numbers** button 6️⃣ Provide the list of numbers to which voicebot should call. (Manually or from CSV file). Save the list of numbers and go back to setup of your campaign. 7️⃣ Click **Start button** to start your campaign. Now your campaign will run in required period of time unless you click the button “**Stop**” to break it. {% hint style="info" %} *Remember to (re)start your campaign every time you edit its configuration.* {% endhint %} #### You can analyze how your campaign is going. ![ANALYZE CAMPAIGN SUCCESS](/files/-Ma8SzZ9zhUmgcB7lWkh) #### You can also check the status of the numbers your Dialer has called. ![ANALYZE CAMPAIGN SUCCESS](/files/-Ma8TjongvXGBpixV93q) The possible statuses are: :heavy\_check\_mark: **Fresh –** The Dialer has not started the work on these numbers. :heavy\_check\_mark:**Touched –** The Dialer has started the work on these numbers but has not yet connected to them. {% hint style="info" %} *This status lasts just a few milliseconds.* :arrow\_up: {% endhint %} :heavy\_check\_mark:**Originated –** The Dialer is trying to call a customer at this very moment. :heavy\_check\_mark: **Bridged –** The Dialer has connected to the customer and the voicebot is talking currently to him or her. :heavy\_check\_mark: **Failed –** The connection has failed. :heavy\_check\_mark: **Done –** The Dialer connected the voicebot and the call has been conducted. :heavy\_check\_mark: **PermFailed –** All connections have failed including the final attempt. # Can voicebot be integrated with other systems? #### The Voicebot can be even more useful if you integrate it with other IT systems. All Outbound campaigns can be even more effective after such integrations. These can be just a few of the many possible options: * CRM * ERP * Call Center system * Procurement, Datawarehouse, and other systems * Clients or phone numbers databases * Reporting system * Calendar * Voicebot statistics ![](https://lh5.googleusercontent.com/6EzYC6Y-qeh8bWoTZvH9Ge-gHaAIlo5Kr5dUNvLw2qYLAAer_vX3fReM3u8VveJVKwdBqP-gSG5p0bhbVkeloN_VGesnWkprq2aIBqEZslvsMill-z93Vz8YFXyDzApXEZLSsrwo) #### The InteliWISE Voicebot can call the client API to retrieve or upload the data. With this functionality Voicebot can: :arrow\_forward: Create a request (ticket) on behalf of the calling customer. :arrow\_forward:Enter specific data into internal systems. :arrow\_forward:Provide dynamic data to a calling customer (i.e.: his /her package status, amount of debt) ![](https://lh4.googleusercontent.com/A13afFcqfknCh4UYgFhXqlaywu_nJES1d0MeVzlOxcf2FmkWYLTmC7RDi_GsDvFAUyKlsPAaa2qWNqDZ2uZ1TeBAWIUy7ZlVHyDP-MTY93T1oYu7rRUQ_OjhiwptY_GJIgvWHBBC) #### Furthermore, the InteliWISE voicebot may generate CSV files according to business needs. These files can include: * Satisfaction survey results * List of customer orders * Other information related to the topic discussed during the call. InteliWISE Dialer can retrieve campaign data from CSV files and API. # How to contact us? How to access the support team? We hope you have found this manual helpful. :muscle: In case you have more questions feel free to :point\_right: [contact us.](https://inteliwise.com/contact/) ![](/files/-Ma8coTq-TZmKW9jsYLc) ![](/files/-M_tu_3OuBnV2vuooslm) # Welcome to the InteliWISE Chatbot solution! Your first Chatbot can be up and running in just a few minutes. **If you're planning to launch a virtual assistant on your website, mobile app or intranet, you've come to the right place. At InteliWISE, we offer all the tools you need to get your Chatbot up and running.** This manual comprehensively describes the main steps and necessary steps, such as: 👉 Configuration, 👉 Training, 👉 Building the Conversation, 👉 Changes and Refinement oj Chatbot. Everything can be set up and customized in the my.inteliwise.com tool You can ask us for help and support at any time. Please read more at our [AI Chatbot website](https://inteliwise.com/chatbot/) ![](/files/-MlJUR6HBnfdm0yAS_6D) Or maybe you will be interested in the Voicebot manual? :arrow\_down: {% content-ref url="/pages/-M\_tus\_wXMljQn9mI0RT" %} [Voicebot](/voicebot/welcome-to-the-inteliwise-voicebot-solution) {% endcontent-ref %} # Introduction | Tools and Timetable ### **Conversational features** **Our Chatbot has advanced Conversational features that are managed with tools:** | | | | --------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Greeting / Engaging** |

Can be pre-programmed to actively reach out to users, with programmable welcomes and scripts

| | **Understanding** |

Recognizes natural language in the form of text (or voice with ASR integration), user input and meaning of consumers' questions, also called consumer intent,

| | **Responding** | Provides pre-populated Responses, developed in NLP Content Builder | | **Running Conversation** | Relevant scenarios of claryfing questions,‘next - best’ answers etc are developed in tools | | **Fixing problems, Running & closing transactions** | Can enable users to check status, data, balance and run transactions like changes, reservations, purchases etc | The entire InteliWISE platform provides a powerful combination of AI-powered, intelligent Chatbot automation solution, with live-assisted, omnichannel customer support solutions (helpline/ toll-free number, contact form, live chat, video chat). #### **What are the Administration & Content Tools available?** There is a number of tools which are used by InteliWISE systems to build Chatbot’s content: | **Tool’s name:** | **Panel** | **AI-Engineer Content Builder** | **Knowledge Ingestion tools** | **comm.AI** | | --------------------------------- | ---------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------- | | **Role** | Account settings, Design, Welcome messages, Engagement (rule-based) TRiggers Chatbots, basic content edits, Reporting | Advanced Q\&A knowledge tool that enables Content Development, Diagnostic, Testing, Editing, Authoring | Automated knowledge tool that enables ingesting content from existing sources (i.e. FAQs); helps content developers at an early content development stage | Adds voice feature to Chatbots, either for escalations or programming Voicebots for IVR | | **Type of the tool** | Web - based, can be set-up on-premise | Web - based, can be set-up on-premise | Web - based, can be set-up on-premise | Web - based, can be set-up on-premise | | **What Content can be developed** | Basic: welcome messages, Scripts | Questions and Answers, Dialog, full semantics | Initial brand’s content, in the form of Q\&A, scripts, pdf | Programmable voice content | # How to set-up your Chatbot ### [👉 Create an account on our platform](/chatbot/how-to-set-up-your-chatbot/step-1-create-an-account-on-our-platform) ### 👉 [**P**rojects](/chatbot/how-to-set-up-your-chatbot/step-2-projects) ### 👉 [Look & Feel](/chatbot/how-to-set-up-your-chatbot/step-3-look-and-feel) ### 👉 [Stories](/chatbot/how-to-set-up-your-chatbot/step-4-stories) ### 👉 [Functions](/chatbot/how-to-set-up-your-chatbot/step-5-functions) # STEP 1: Create an account on our platform The set-up of the AI-Chatbot is intuitive and starts with the Account set-up in myInteliWISE tool. It’s available at The welcome screen offers the selection of all InteliWISE solutions. ![](/files/6tGQnzFoM6nYcWIl2zQJ) The typical first step is the configuration of User Interface. It largely depends on where Chatbot operates - there is a broad selection: * Web page (Chatbot in the form of widget, pop-up, search box) * Messenger and Social Media * Mobile app * SMS * Mailing 90% of deployments are used in 2 categories: Web page and Facebook Messenger. # STEP 2: Projects After logging in, go to the chatbot tab and then projects. This is where you will create your new AI-Chatbot project, just click **NEW PROJECT** ![](/files/8VM9HgVTgEYDLWHO7fiY) Click on your newly created project and you will go to its settings. # STEP 3: Look & Feel Customize your Chatbot look & feel. Choose your chatbots avatar, colours, modify CSS styles. 1. **General settings** - just add the name of your Project here. Below you can see the place, where the "Bot name" will be displayed, you can also enter the name of your company here: ![](/files/L4SL6WEzFPujsqKyHUGY) **Remember:** always save your changes by clicking **SAVE** at the top of the screen! You will be able to view your changes immediately in the view on the right. **2.** **Look** - this is where you set the color of the widget, the display location or add your logo. ![](/files/3JTVAVtVCsOC7o02688b) **Remember:** always save your changes by clicking **SAVE** at the top of the screen! You will be able to view your changes immediately in the view on the right. **3. Get code** - once you've gone through the most important settings, it’s time to add the Widget to your website. We've made it easy for you. The only thing you need is to paste the embed code according to the instructions below. That's it! ![](/files/3XqD2Llnuj6MqFDVMbAN) **Remember:** always save your changes by clicking **SAVE** at the top of the screen! You will be able to view your changes immediately in the view on the right. **TIP** Send this instruction to your web specialist, if you haven’t worked with the HTML yet. After refreshing the page (sometimes it is also necessary to clear the cache) the Lead-o-Mat widget will appear immediately according to your settings. From now on, your customers will have their own assistant! **4. CSS settings** - if you need more style settings you can use the editor. We have listed the most important variables so that you can adjust your widget even more precisely. ![](/files/00Zi4xKjfkCYBcIandJs) **Remember:** always save your changes by clicking **SAVE** at the top of the screen! You will be able to view your changes immediately in the view on the right. **5.** **Labels** - here you will find the button settings that we use in the widget ![](/files/Ho9fUnsReFmB01sVVNzu) **Remember:** always save your changes by clicking **SAVE** at the top of the screen! You will be able to view your changes immediately in the view on the right. **6. Advanced** - here you can delete your project. Remember that a deleted project cannot be recovered. Be careful and think through your decision. ![](/files/SmE2fdIeE4WDtBIqJWJT) **Examples of user interface / widgets:** In the user interface, a text input field enables asking manual questions, presents a list of most popular questions and also related topics. It handles misspellings and grammar errors as well. If it is unable to answer the question it provides a “don’t know” message and gives one the ability to rephrase your question or connect to the Live Chat operator for further assistance. | ![](/files/k3pxHweL0hIWwG5eceFn) | ![](/files/RpVKLjep2jcrFzExoCsl) | | -------------------------------- | -------------------------------- | | ![](/files/jeW6xAbQqwjzw1QSD45c) | ![](/files/3Lyr9PTczsmPmrApRIp8) | # STEP 4: Stories Set up actions and behaviors. Define, when, where and what your Chatbot should do. ![](/files/jmDVQRc5y9yBI1fURB2K) Set the most important behaviors of your Chatbot: 1. **Welcome** - in this block you can set your chatbot's startup behavior. You can add a text bubble to encourage your users to interact with the chatbot. To do this, click on start, the menu will open on the right, then select the Balloon option and click SAVE. ![](/files/xlzbwo999P5GTgpGOeFN) Then click the plus block and select "Show text statement" from the menu, on the right in the settings you can enter any text that will appear in the tooltip next to the widget. **Remember**: always save your changes by clicking **SAVE** under the settings and **SAVE** at the top of the screen! **2. Contact** - here you will find your form settings. To make your work easier, we have prepared a form template. \ Click on the contactomat block \[1] and all you need to do is enter your email address \[2] to which the form will be sent. \ Of course, you can always modify it. ![](/files/i4czSon8DiI1eoiF9LPY) **3.** **LC connect** - here you can connect your consultants. You can also modify the texts that the chatbot will display in the absence of active consultants. ![](/files/DvxDabQVGbTrsV9urj9A) **4.** **Close** - action before closing widget. use this module to increase conversions in your chatbot, you can inform your users about your social media activities. ![](/files/gcMjkUvyJxjJSltuG4Pj) By clicking on the appropriate block, you can edit the displayed text. You can also add or remove suggested hints that the chatbot will display, this way you can redirect the user back to the indicated place in the tree. **5. New story** - the most important part of Stories. This is where you can build advanced conversation flows or create decision trees using blocks. Click on the plus block, then select "Add a new story" -> "Empty story" -> "Without trigger (don't connect to project)". ![](/files/9Bf4fEMbhbqus5UfW3Xq) By choosing the appropriate blocks, create complex flows that will automatically collect the necessary information to display the perfect answer at the end. It could be text, linking to a website, or some other scenario. ![](/files/mdJ0EVaeBV1kezMjOO9J) # STEP 5: Functions It is our window to the world. By using the functions, you can integrate with most platforms that provide their API. You can create functions that will be responsible for retrieving information from your external websites, then they can be processed by the chatbot and sent back to the website together with your user's response. ![](/files/uxyl1LOSeymzqk45bH2h) You can set up several functions, each responsible for a different process, and then manage them from there. # AI Engineer - building and training a knowledge base {% hint style="success" %} In this section you will learn about: {% endhint %} ### 👉 [**Developing Content - how to start**](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-2-developing-content-how-to-start) ### 👉 [**Conversational Flow - how to build the flow of a chatbot dialog**](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-3-conversational-flow-how-to-build-the-flow-of-a-chatbot-dialog) ### 👉 [**Training AI - Chatbot understanding capabilities based on NLU / NLP**](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp) ![](/files/-MlJR24zU2H15gB4HOmb) # STEP 1: Developing Content - how to start ### **How to prepare source content - what is needed from the brand’s team to start** [The ‘6-Step’ Content development c](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction)an be run by InteliWISE professional services team or our partner’s team. Both options were tested in numerous projects. **The example of process including the manual content development is presented below.** ![](https://lh4.googleusercontent.com/mZ-kWR86nL9lQbUzvATD7QgZ7tjwnXzJOc3gLRg1L5Vrm6oyVSiYByRGYpH14LmPSx48EmjH5L7ZUFN2i-9uBQ9XCtuFfQW_WMeJsqLwNjghSlKiuOM0eLRpbF3PBWe5JE4Sslt1=s0) The **raw / basic** content for future Chatbot us can be delivered by company’s team in numerous forms, incl. * FAQ from website * the history / feeds of previous user searches on the company’s site * Website statistics * Internal company dictionaries * Presentations * Employees remarks * E-mails from the clients The content **can be unstructured**. The team will build a structure of the knowledge tree, a knowledge base, Chatbot right answers. #### **Kick-off | Manual vs. (semi) automated process** Leading brands nowadays have high requirements regarding the quality of Chatbot interaction and query handling. They result in significant amount of manual work needed.
The truly conversational agent is a mixture of pre-populated responses, programmed dialogs, knowledge bases and AI capabilities - all of them need to be controlled, supervised by a human specialized workforce. **There are 3 approaches to programming Chatbot interactions:**
| **Manual (content development)** | **Automated Knowledge Ingestion (to support the Manual process)** | **Manual, with the use of dynamic data (date, value, balance etc) in Answers** | | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------- | |

The team of knowledge management experts will pre -program Chatbot, i.e. develop responses, dialogs, collect questions etc

| Builder tool will index a website and provide a source (raw) Q\&A feed for experts | The manually populated content will by supplemented with real - time data from external systems | |

The raw feed in the form of:

- FAQ online

- Scripts from Call center, chats

- Internal company dictionaries,
- Presentations,
- Employees notes ,
- E-mails from the clients.

| The online content can be indexed | The integration with external IT systems will be performed. | #### **Manual content development** The existing customers' FAQs, scripts, and online content can be used for generating the basic material for developing a customized knowledge base of automated Q\&A. The content development team deploys knowledge bases with the use of tools, including InteliWISE AI Engineer builder. The process is described in manuals. #### **Automated- and Semi-Automated Content building (Optional)** Initial Q\&A base can be developed with the use of automated tools. They provide for automatic content tagging and clustering of content. Our knowledge tools automatically tag and cluster any existing knowledge sets. It can be set up in structured ways (by initially assigning defined categories), and then the remaining matching categories, clustering and matching is hidden behind our internal mechanisms. Process of clustering is distributed on many dictionaries and depends on their structure and completeness – so extending dictionaries and improving them in time is a part of knowledge augmentation process. The most popular dictionaries are: * prefixes * synonyms * correctional (typo correction) dictionaries. * avatar's picture, name and title * tab label * theme and color
# STEP 2: Conversational Flow - how to build the flow of a chatbot dialog The virtual conversation can be designed in the Builder, by connect dialog points and Questions and Responses. We can create dialogue driven paths, react to 'don’t knows' depending on path position or lock user on pre-designed path and do not allow him/her to skip it. All dialogue variants are defined as the span on the cue points and allows for all direction paths between them. Suggestions can be built and fit in different dialogue position, eg. stored question is "contact" or in-dialogue. ![](https://lh6.googleusercontent.com/R3SzuRSQEQWmg9n2ilHZTSfJrGfD0zdiPRoTqeF3Nz1l6venXbxrvJIFtNhTRgSupGRoGz9xSm9jk84vGGvxn3lUNztKqjJnmHA2HgskI50Ssos9TWCtWGEHBHKFdqPLCg1HsIPh=s0) A flow of questions and responses can be designed around the specific business process. The system enables to convert traditional FAQ or static search into virtual conversation. An example can be step - by - step guided workflows, or the “mapped” natural conversation. Scenarios that are built correctly are beneficial for many reasons. First, they allow to control the user and the conversation conducted with the Chatbot. Additionally, some users prefer just to click on questions rather than typing them from the keyboard. Therefore, a well-thought-out scenario that displays context hints is crucial when it comes to user satisfaction. {% hint style="info" %} *For example, if the users types in ‘contact you’ we do not direct him to one of the form of contact – we suggest one of the following forms: office address, live operator, contact form, etc.* {% endhint %} Clients often create scenarios in order to control potential buyers. Our Client can decide which option should be offered to the user in order to achieve a specific target. When client asks for a specific product – in next steps we can offer familiarizing with pricing, deals or entering the online store.
![](https://lh6.googleusercontent.com/UexHKITBLk_S-Gw8IpWmlcfy-L_vlDDqYfNc_iyLQ3I8xHkl-31AC01YJsaeQoFSwlIc7RP7OakLysxLJs3ABX42VpQBFmhObj0AYGRCsQXhsFw7oyvMdPlbEoYCIBURdhwuywXV=s0) ![](https://lh6.googleusercontent.com/UAt4ygCcrRiB1amvP9o119Vyn4bfdNvAasHdeSLl98KiWyrt4r9e0WUSp1S-oXLx-EGqIQcvu3Cs12nPbZEBp9MZl_wUsu5xnKw_0JI0VbcodAIny_vNqRRs2G_xV08AspyaHbzd=s0) ![](https://lh5.googleusercontent.com/24ccOCq_BBZv_YBOGhTKQUX4YxMIGwmSb5-Tf48s5wmAsZTkpBUkko2Sk5gMoGcSyws_UHi5DE4cPMm6ce1HP8X8BY2BXunhv7h-3tzbRLS3q7jAq4_KwA1PAevLSw51KOeD93P_=s0) # STEP 3: Training AI - Chatbot understanding capabilities based on NLU / NLP ### **How to train bots with NLU / NLP tools.** InteliWISE provides all the necessary tools to build and deliver intelligent, enterprise - class Conversational Agents (CA), also called AI Chatbots. Our comprehensive platform enables us to understand user intents and respond with a natural feel. It is powered by several powerful machine learning technologies and a combination of multiple knowledge sources. The foundation of those technologies run on the Natural Language Processing (NLP) - the industry-leading tech used today as a man-machine interface. In a nutshell, it translates text or spoken user questions into actionable responses or actions. The platform is powered by **hybrid NLP** intelligent automation technology, that combines * the full predictability and control of US-patented, InteliWISE **rule based NLP,** * with the **scalability of the Machine Learning (ML) approach.** This combined approach guarantees top-of-class quality of language understanding (intent, query) and faster and more cost-effective process of Chatbot training. In particular, our Agents or Chatbots, are capable of: * Categorizing user intent - understanding the true meaning of customer’s question, * Responding - answer in a fully automatic mode to customer question, * Running the virtual dialog - keep the flow of conversation with the user, just like the live representative would do. Our Conversational AI platform provides comprehensive tools for managing Agents (Chatbots), including: * Creating (developing) Chatbots from scratch, with its content, user interface, personalities, * Managing (content editing and authoring), maintaining and providing Chatbots as a service or on-premise, * Testing and Publishing Chatbots, * Analyzing, improving Chatbots post-launch performance, self-learning and teaching. ### **How is the Content structured | Elements of NLP Builder** The InteliWISE key tool for configuring NLP is called the AI Engineer (Engineer, Content Builder, Builder). It enables any team to develop and manage content, including gathering alternate questions, building actionable responses and programming the rule-based, virtual dialog (conversation). The basic flow of interaction usually covers: 1. User (customer) is typing **question** (intent) - providing an input, 2. The InteliWISE Engine is processing this input, 3. The Engine is providing the **response** to the user. The key Chatbot content is structured in 4 hierarchical categories: 1. The Knowledge Base: dedicated content, covers all initial and alternate user questions and intents about company and all the responses - the information about products, offers, company; it may also entail small talk base, 2. Labels: describing categories (or the nature) of Q\&A matching, 3. Q\&R Groups Matching, 4. Virtual Dialog (Conversation). Here's a short description of those key elements. * [Intents](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/intents) * [Actions](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/actions) * [Corrections](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/corrections) * [Synonyms](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/synonyms) * [Custom synonyms](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/custom-synonyms) * [Prefixes](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/prefixes) * [Personality](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/personality) * [Conversation (Flow)](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/conversation-flow) # INTENTS It’s a **base**, a dedicated resource of knowledge about a given brand or service. It’s usually customized for a given company. Covers dedicated content in the form. Intents work with [Dictionaries ](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/intents#dictionaries-are-a-specific-type-of-knowledge-base-they-are-vastly-contributing-to-intent-recognition-process-they-may-cover)and [Language corpuses.](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/intents#language-corpus-is-a-large-and-structured-set-of-text-words) Dictionaries are resources of content that enables better query recognition, including synonyms, prefixes and corrections. #### Dictionaries are a specific type of knowledge base. They are vastly contributing to intent recognition process. They may cover: * Generic (Global) synonyms, * Company’s (Brand’s) synonyms, * Prefixes (Intents), * Correction, * Language corpus. Elements located in Dictionaries have high importance: they are searched in parallel with the Main Base or Small Talk Base when user inputs the utterance. #### Language corpus is a large and structured set of text, words. They are used to doing statistical analysis and hypothesis testing, checking occurrences or validating linguistic rules within a specific language territory. The AI-Engineer tool uses language corpuses in natural language processing algorithms. Unlike synonym dictionaries and prefixes, they come pre-set, without the ability of content edit from the level of the Builder tool. Key elements of INTENTS are: * [**Main Intents**](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/intents/main-intents) * [**Labels | Tags**](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/intents/the-structure-of-intents-labels-or-tags) * [**Spiders**](/chatbot/4-step-approach-to-chatbot-training-development-of-content-and-interaction/step-4-training-ai-chatbot-understanding-capabilities-based-on-nlu-nlp/intents/groups-of-question-response-matching-spiders) # MAIN INTENTS Base of questions and responses, covers topics of a given company or organization. There are usually tens or hundreds of different ways to express a certain customer intent. The idea behind this type of automated solution is that lots of user questions repeat and conversations are very similar.
Based on the customer's intent (text or voice input) and the data that is associated with the intent (called entities), the system uses rules and generates scripted responses.
![](https://lh4.googleusercontent.com/RfTcwabK6nOo4LZ6KKUWaLQGhNM2_LNgn0csx6ODyK8WA2VSFoIYWUzaFUCsiehr2d3Ir7pZjnJUkmGJ66SpEpIM7c3n_coaMc-bEPDm_LoxPbX_r_wP1sBD1dk21ENzLX89j5m3=s0) # The structure of Intents: Labels | Tags Labels are groups of similar content. The role of Labels is to provide a structure for the entire content, to tag (specify) the subject of the knowledge. In the content development process, they help content engineers to figure out where in the knowledge tree a given intent is located. Labels do not have any influence on how the matching is being performed. ![](https://lh5.googleusercontent.com/Zec3pniEZFKsJI9CV0fVVIeCsutTUu7ksXqk_OHN8in_r-_R-777B9YQi_qh_lm0olPmnGVA9fNL2M7VlbUuQ-6wXujJYDBdLWVn3kVmpCrbVI0tn2Dnk71gFCykgq84cZrKaS0A=s0) # Groups of “question-response” matching (Spiders) Groups of “question-response” matching (informally called ‘spiders’) are the **lowest level** of Chatbot’s knowledge categorization. Their role is to match the true user input (intent) with the most accurate response from the knowledge base. If the intent is recognized, the right response from the ‘spider’ association will be delivered in text or read by the Chatbot.
![](https://lh6.googleusercontent.com/_7ocXRpiCAgWzGfkyHP3JdmNS49ppkrCAiP3vWsTjZaadC9W_6i6b_w5Ss5SfEPLBJSiV9oxkNcaoSA7TQOQI6WFIlyUmRHAa3CO-KMBlvJLtwnP3OR5YiA244-xIeb-qTVtf9Db=s0) 1. **ACTIONS** # ACTIONS Actions, also called Dynamic Responses Base: contains many action patterns which bot should follow, like greetings, query-miss or fall - back responses like (“I don’t know”) ![](https://lh5.googleusercontent.com/RFLQxxU_nPQ6LFcODkeqiyrnRqLRhpkRSw0vHr09EdgSfEBeK9xp4aleGb552IPyCqN_GUcoC89mg8swnOeRBDzXzLEXcO_KwDV0b9qOpC7i5hdUBTMsnwGhxJnjSALXdP5-KgwO=s0) # ACTION TEMPLATES is a selection of a ready-to-use actions: ![](https://lh5.googleusercontent.com/qqYjLdjtjhCwIWxnVNzmW1tMOt2jSHV1hHov4NL0-yaCRKxFz1SNDod_kk_GEyId56elbz-zOe_P-sQ478e-FLtWx6pGrPpiHlvYkMImSo0UaVoafFGhzMkqy5uK4Sv4u_JIykfr=s0) # CORRECTIONS **Correction dictionaries** contain groups of words that are intended to support typos, errors in form and grammar. Their role is to support understanding of the question, whenever user misspells. This dictionary is different from the ones with synonyms and prefixes, because the main or grouping expression **always has to be** a correct one that exists in the base.
{% hint style="warning" %} **Examples of corrections:**\ \ *Alot = A lot*\ *Goodmonring = Good morning* {% endhint %} ![](https://lh6.googleusercontent.com/VxN2CbR2mMrxq2pNJR6KULMhBnSwoxJfCccK-590_U5vUta_rJl0Ffufqyo3CB5sFWGnU73kfB17ev7Pmum3NQYxLtaNo6Tto9gFwNS1_kECSePj2oXPlKUEIXggDTAAPQX_Op3V=s0) # SYNONYMS **Generic (Global) synonyms.** Dictionaries of generic synonyms are closely related words with the same meaning. They do not refer to a specific brand’s verbiage. When user types “Cool shirt” dictionary of synonyms allows the system to see as many questions as there are synonyms, e.g. “Cool jersey”, “Cool blouse”, etc. {% hint style="warning" %} **Examples of global synonyms:** *Shirt = Blouse*\ *Carriage = Transport* {% endhint %} ![](https://lh6.googleusercontent.com/grHGJDxCZ4rNs5chjfOTpBua8YCGlGqQ4uR56JmYjbuowE9bGZS9k3MsuBE_NG036xiazCgvN5UT0355s5-VcSAGWh8LlgxU-puqY4rRHIOmmp6lfwkO7K81eZwpOpYRKj9nDc8r=s0) # CUSTOM SYNONYMS The Brand’s (Company’s) own synonyms. Every company may have its dedicated group of synonyms - for its product names, patents, verbiage. It helps to match proprietary names and language with how consumers name it. It’s not shared with other companies. {% hint style="warning" %} **Examples of Main synonyms:** *Chatbot | Virtual Chatbot = VA*\ *code = embed code* {% endhint %} ![](https://lh6.googleusercontent.com/0V2ZATpoUB5hOIFz4t0cmBkW8LNnRvUhAI9r76E2I8z1mB2nOVAS81tKmizD3_LM0K4zLCx9SIu_e_RsGZpyvVAHfVKRxdRaBkA7sNwzYmV6Wfv-1MLDRKA4TMxYUklquonYmdm2=s0) # PREFIXES **Prefixes** are part of Intents - they usually open up a user’s utterance. Prefixes are universal and allow to reduce the amount of questions in a given group of “question-response” matching. {% hint style="warning" %} **Examples of prefixes:** *I want to buy = I want to make an order*\ *What’s in the offer = What is the offer of your company* {% endhint %} ![](https://lh3.googleusercontent.com/seFs0xTB2JHhyQK3nDfGrinDpGLrdBTTRsEmD6_Cs7_9qWdjfZkA0pDuVFPcdNyn21rWhWngCEyngdCyNfjUwiDKVg-h1BTNxY1CWQT9GVi_Sahkw4Ov1bm3O9Laj2XTKp1-PZSG=s0) # PERSONALITY **A Small talk - chit-chat base:** a resource for content covering questions, responses and other content that adds distinctive personality to a company’s Chatbot. It enables responding to questions **not** related to specific brand’s or organizational knowledge, but sometimes enhances the personality of a particular Chatbot. Adding Small Talk to your Agent makes it more conversational and engaging. ![](https://lh5.googleusercontent.com/3m2y4IEEjgDItn7aVIQPuyV54zInyB860yYoZrj9uBflLUM4woPqx_TOdi-Sj7Ax3bXfQdmMM7MRymTOKY2TMd_HwOFyj80SRvmV32R1dSPML-BtCCT_NOURwZ-HCA5cGoRJxkeg=s0) # CONVERSATION (FLOW) Chatbots are capable of running virtual conversations, which mimic the natural feel. This feature is called the Virtual Dialog (Conversation) feature. *Please observe how to build dialog in the next chapters.* ![](https://lh6.googleusercontent.com/ndwRtyE3wi_Mf8o5bBiCtBcU0tcjgPOdYcP8eTB5XhIqzaIHUmr373Ga9XkOj4n1YXd7-UgO6TA7MH65UknoacJE_YJQ93FBEgNrKvN1AiwjgMRVPFhNJk4xF95mxo0Twkdzx-D7=s0) # How to add questions and responses, build intent? ### 1. **Starting with the structure, building Labels with questions and responses** Developing content starts with defining structure, then labels, then designing conversational flow. Defining Labels in Chatbots can be compared to building a sitemap for a website. They create the initial structure for the Chatbot’s content. They are essential, because if they are structured well from the start, it’s easier to build up content, and scale up the Chatbot. \ Creating a knowledge tree should be started by defining the areas of knowledge – from general to specific topics. {% hint style="warning" %} **Example of a intent:** *Company / Contact / Address* {% endhint %} Each label covers a specific part of knowledge. A given label can have few matching groups, however if one would like to fully control the Chatbot’s knowledge one should create and use detailed intents. For example: ![](https://lh5.googleusercontent.com/uKxnESBTv2wZDZVG-KqwGEAuEt4SfOckFC7uDSsCstyGsKx-1JbnlYX2Atku2dDquoioND1tyuEhRu938EHYGynL29teh9Q6YBeViMGb_VWxysApCq9403LXzeSnAErkyM7cE5WK=s0) Such an approach will lead to a situation in which every matching group has its own, unique intent. It allows a Knowledge Base to be flexible and transparent. ### **2. Building with the use of Templates (segment-specific predefined knowledge bases)** Some companies, due to the nature of the services they provide, have a similar scope of knowledge base construction. In order to meet such situations, we get the opportunity to use the ready-made "knowledge bases" of the base, characteristic of individual enterprises. Thanks to this, client (eg banking or financial) can take advantage of the ready template, substituting his answers to the formula and will be able to see how the correct structure of the knowledge base looks like.
### **3. Training: Creating groups of “question-response” matching** When a knowledge tree is ready, one can start to create groups of “question-response” matching and assign them to particular intents. These steps are actually an essence of building a knowledge base content. It’s a process of learning a Chatbot – when and what should he say.
To create a group of matching, one should consider the purpose of it – what response do one want a user to receive. Then one should create an intent for a newly created, empty group. Next steps are: adding a response and adding questions in the highest amount possible. It should be done in that order, because questions should result from the response’s content.
One can create a few synonymous responses as an exception, but only if one want the Chatbot to repeat itself. If a given association group has few responses and user asks a question that will eventually lead to that group, system will randomly choose any of those responses. It is recommended to add different ways of asking – even incorrect ones. Such an approach minimizes a risk of a situation in which Chatbot does not know what to say. One should remember that questions should not repeat themselves in a range of one knowledge base, because system won’t be sure which of the responses should be given, so he chooses one randomly after a moment. One should take into consideration which prefix and synonym groups were created in the past so that the base uses in them in an optimal way.
**Each question can be marked with the following flags:** * **SUGGESTED flag** –question will be displayed as a suggestion after the group is connected to the linear dialog, * **AUTOCOMPLETE** –question that will display as a suggested one in the auto-complete window, * **SUGGESTED NON-NLP flag** – question will be displayed as a suggestion after the group is connected to the linear dialog, however it WILL NOT be recognized by the algorithm outside a given linear dialog (recognition will be only available in the given place of linear dialog). * **FAQ flag** –the marked question will be displayed on the list of the most popular topics ![](https://lh5.googleusercontent.com/X24sDWfTpz3OCHxW3d_9KYDe1tU_LaZIP5SbGNtaxM5o82rXsPwAzrhby2R7YVre8oFtz-MTRmWbUMn4SQtQ3MSPVBfuhEVMFSZ8Axknze46HlVqmNXZI-TdJKjsWIaPAc-OzJYl=s0) A good example of creating a group of matching will be ‘Company’ intents. Let’s assume that among many existing matching groups connected with this intent someone noticed a lack of information concerning actual contact details. **Do as follows:** * [ ] **Create empty “question-response” group under appropriate and newly created intents**\ for example *Company / Contact* * [ ] **Add the following response:**\ *„Thanks for reaching out. Please choose how you want to contact us.”* * [ ] **Add the following questions (examples):**\ *Company address*\ *Contact details*\ *Can you give me a phone number?*\ *Are you in NY?*\ *Contact sales* * [ ] **Mark selected questions with proper flags:**\ *Contact \[SUGGESTED]*\ *Contact InteliWISE \[AUTOCOMPLETE, FAQ]* ![](https://lh6.googleusercontent.com/rnwrv8DVLsNXHfzcjiQG4hDZH0CRINb5F_9gStpIkffOOPfHwf6ut_7vfuhq50uvpi2PD2IKCVwm6MIBOX2jTuPIiSenlgprpRwopOD_bDNb-2AUhUC026PXV6XGM2poArHGNn7y=s0) ![](https://lh4.googleusercontent.com/eB3EyszOcQKlVbbPImR6GR2aBNcQnkIhF_x1jM0jnqJh69GxO9cXj8Zjrotu41WDKO14glizXumPUB8oKmuWTmZV-7WbpiQAfPd4pj29_V4fj5neU24rQxQRJ__WZTeq_YhpR_5H=s0) ### **4. Train AI - supervised Learning (semi-automated)** For enhanced training, InteliWISE offers NLP tools that enables automated classification of intents and entities (based on Machine Learning). **This technology offers:** * a natural language processing tool for intent classification and entity extraction in chatbots * advantages are: * You don’t have to hand over all your training data to Google, Microsoft, Amazon, or Facebook * You can tweak and customize models for your training data * You don’t have to make an extra network request for every message that comes in. ### **5. Defining brand’s own keywords and phrases** Keywords are single words in the knowledge base with boosted weight over 100%. We can control the operation of the knowledge base by giving different weights to the keywords – from 100 to 10000%. ![](https://lh4.googleusercontent.com/kx8G3jPhtmr8BJFE_FWvAeAif-yDZjEVznP4uwEoS5EpJdf9N_m38LpqpavOPLP3Mkxx57jGCHSiNdPNBvh4o7AbzgNEWgS-DHpzha1cf405_HxB8-_K1SSpyb0fSEO42DZR_3n2=s0) ![](https://lh3.googleusercontent.com/E0bqXrUG68N1OATEnPKyzYKg1y8ozQ0lntcGqKlU_XjAjBH6N6AfBREm2QTu85rNi07b9bkfLfS1kB01OZtnVmWzclQXwyaPzRWxjdT9-oqEsQlU2JBe1ER_RwTY9uL1s_33mp7y=s0) In the example above the keyword “ROI” was defined with maximum weight 10000%. It means that every user’s question containing this word will lead to a response from this group. ![](https://lh5.googleusercontent.com/t84qfHK90hRWdytFT3QVWauu1y8VxQAH2VvnV_R68bRJLVFxSmMuUv-xR2YUm8nZBC7tDBswCj4agFZe_ZUZFp6KjKRBte5W5RD1W9MEuWsi4obbASLFNPK3VxV86etvAVuvybjR=s0) We can define many different keywords in one “question-response” group leading to the same response. {% hint style="danger" %} **Note! Keywords cannot repeat itself in the range of a given base.** {% endhint %} The weight boost applies to every word in the question we entered – that’s why we can only use one word keywords. In the case where we need to define the keyword phrase containing two or more words, we have to use encapsulation and create the unique abbreviation in the Main synonym base (check 2.5. Defining Main synonyms). {% hint style="warning" %} **For example:**\ \ *Financial report = finrep* {% endhint %} ![](https://lh4.googleusercontent.com/jxBMQI0XFc6cQF2kiOeJWym4wjIsPjqsaTlAtgFYgp5pBdjpTXFiJ73dL2Zw7j3f8LPUeYAYePAQE_Too2_nvCvNugXcbcX3f3XiWcqm0pWbvAMutgGMNHWHLr9drkeTh_WaPzyL=s0) After creating such abbreviation, we can add it as a normal question with boosted weight: ![](https://lh6.googleusercontent.com/8KMPjqbXnfJdpTxcQkawMoUUbwGSGmg9PKqvX9dnZdu-Xkh_iQHTQDeUzcO-FHGvVM6poJ_tnlDXgAtpoJ2vHri-sm2Dxcr_wRgHnKSpLsJvrmX54TWHBqJGizp2UgUbQq61F4wQ=s0) Below, one can find the result – the question containing encapsulated “financial report” phrase leads to the correct response: ![](https://lh5.googleusercontent.com/iv7xOE70RJKWjgDk0Ek8Q_NVXUgPFI0U4lUNHKuBTXZWQJmmjkNd2g9c044Dgoscxli8xBjWPMM2Ch85Q_drtKBHlg49WB4Y_DkUmvuDqJSHAT0Z8YDjRKRdWX2kjQUCSdbIG6nU=s0) ![](https://lh5.googleusercontent.com/icq6_xZzuwpH2AmGlZzNo_au8pgTkzH7E6nC0oqqaGfdWg9rCYXBZ1jPmnV-3nYrXrgBxvqhbcsfD9nYiW72_FuBAtlRMl-S9rDZ2N0RjLUun9gKnWO1K2yGGoGrDbQKAC8_5zaP=s0) ### **6. Conditional Keywords (Adverse Events)** How conditional keywords work ? We'll explain later
### **7. Defining brand’s own synonyms’ library** Each brand or institution has its proprietary / specific names, terms or trademarks, thus it needs a specific verbiage. This is the reason why for every newly created knowledge base it is recommended to create a new, dedicated dictionary of synonyms which will be only used by a given brand or organization. An example of a group of synonyms for the example provided above is: \ *account = panel account = panel profile = profile* ![](https://lh5.googleusercontent.com/zqzZNSGwOtrZhNhPi4FVo6Jl5VjDHYZ6cMhONjq8Z8-Ol7Swivb6skP2_hRqaNOFRwAzG7d9hFLlu6dDuwvnpVbAXq_GMM3KRZ2GbRgb8EZXCe10GGqCoy9fNqHkj4uYUE4-Bb8e=s0) ![](https://lh3.googleusercontent.com/gb-kDCuCB1pO9p6WjEGJNo3RyyMOHu0ioJKM0Rl7DPcl8Q0bST_817o3UXgy_ZBv8rg56GEcVrcdMLC8kjW0vfqLj2_1vzFWES8RFeqx_OxnVibbMlvy5_paaaH8u4h-5f18PL4i=s0) # Handling exceptions (incl. ‘query miss’) and hand-overs The NLP system is not capable of providing automated answers to some users’ utterances. The system has different modes of how to react to requests that are not understood (i.e. ‘don’t knows’). This action is triggered when the predicted score for the answer falls below a certain threshold. ![](https://lh6.googleusercontent.com/5FzEG_xScSrvMrRtWyzoIqLLs301GFHuyhdp7JnWLbROmrzYm-tlsA3YtOL-ZuHlurJ5HCHp0ZnPBvAVbPx7sU5XksYQ28UNsIlNP2rG8-ebJ648R8yui8A-u6mmeGoQIfPODPWy=s0) #### The main fall-back (escalation) options are: Escalating to a pre-programmed response, optionally with a clarifying scenario This type of reaction is defined in the same way as a simple response (in the Template window). The suggested topics are questions from the knowledge base entered in the desired order in the Suggested questions window. ![](https://lh3.googleusercontent.com/CP418me7ST884qGityq59IuAhB0yZAg20OH8YFGen9eAW0XnhmXGAV2ELvBGZCjl4aPSPBZzRoBe_kyhZdtFurVplxXm99kf4LOA8aaTtETYu3L6-gc2tGNWbbTJfIXno0w21d7l=s0) From the user's side, it’s visible as a linear dialogue (scenario): ![](https://lh3.googleusercontent.com/XxA8F6gydUMaKj4i8uvtRjP7SRz-I9WVTkJbGxaVVKmx4nmvusBjFh9kqz4LLl61W4QeO9jcKK9kolZDUXxIc7c-271slzO2xuhgpEwsFxPNUgcOJfpHdsy4Cx4jjFMy3_KG2_WA=s0) #### Escalation to a chat with Live Agent {% hint style="success" %} [Please see STEP : Integrations for this option ](broken://pages/-MlJUjhLkImpvExZdc9i) {% endhint %} #### Process of supporting multiple languages Two approaches as recommended: * Providing full NLP with language model, incl. application of full semantic analysis of queries, dictionaries and databases of ready-made responses in a given language \ This is now available for selected languages, incl English, Polish, Spanish; * Machine translation service **Use of a combination of automatic translators and dedicated semantics:** * Each user input is translated into knowledge base language, e.g. from Spanish into English, * then user input is processed internally as usual, but all system outputs are back translated to the user language, e.g. from English into Spanish. Such solution operates only 10-15% less reliable than originally translated knowledge base. There is no time waste for translation services, no time spent on setting up the services - all works on the same knowledge base serviced in one language and serves support in multiple languages (as many as needed).
# Testing, Launching and post - launch optimization Standard (manual) testing Testing can be carried out directly in the InteliWISE AI-Engineer Content Builder tool in the interlocution / interaction section. The diagnostic tools allow to ask questions of the Chatbot | Virtual Chatbot and get responses in the same way as in the module on the website. However, this tool allows one to additionally view the processes that take place in the NLP engine. Observed algorithms are processing of synonyms, prefixes, corrections, variations by number, type, cases, time, etc. The "Debug" section allows one to analyze the processing of a specific query and improve its recognition. ![](/files/DsGJgmyG8NbD9W3o760z) ![](/files/PqcIcDN464JnqAXEqmir) #### Self-learning | Supervised training mode For enterprise-class deployments, we strictly recommend the use of Machine Learning methods in manned (supervised) mode. This is because corporate language and culture require maximum level of quality of customer service handling.\ The ML training approach in InteliWISE uses the natural language processing tool for intent classification and entity extraction. It’s based on leading-edge open-source. ![](/files/78yOjjtBW6ojz6iEWjoo) Based on user utterances (historic transcripts of customer questions) and training phrases from InteliWISE NLP, system makes suggestions for the operator about the response that fit best.\ Knowledge engineer, responsible for the knowledge base, also can dismiss the suggestion or correct the query miss with his own response. For detailed training please talk to us ### **Post-launch Chatbot perfectioning** Escalation management - the performance of scripts having live chat invitation included shows escalation between Virtual Agent and Live Chat operator.\ Integration with external analytic systems. InteliWISE reporting and statistics tools can be integrated with other systems, that would enable monitoring of important customer information from Virtual Agent without leaving company’s preferred analytic systems. ![](/files/beKG6q1WH76OWHdf1WX1) ![](/files/23t6Oq6IpY9X7OXSpzmE) ![](/files/VrYrvW1bXe80rVJjDA23) ### What are available data / KPI in reporting Administration Panel available through the web browser (working correctly on MSIE, FireFox, Chrome, Safari) allows the system administrator REPORTS: Chatbot | Virtual Assistant #### KNOWLEDGE BASE * usage - number of answers, number of chats * performance * question sources (typed questions, related topics, popular topics, auto-complete), * answer sources (personality, search engine, knowledge base, no answer), * top 100 answers, * unrecognized questions, * rated answers, * conversation history - full transcript all registered by the chat system with the ability to filter by the following types and included in search the word phrases: * question, * answer, * question source, * answer source, * all elements of the transcript are described with increasing frequency of their occurrence, * possibility to export the transcript of the conversation to PDF and CSV files, #### SCRIPTS AND TRIGGERS * scripts usage - number of script launches, number ofactions after script launch * forms * conversation history - full transcript all registered by the chat system with the ability to filter by the following types and included in search the word phrases: * question, * answer, * script name * all elements of the transcript are described with increasing frequency of their occurrence, * possibility to export the transcript of the conversation to PDF and CSV files, #### GENERAL * visits - number of user visits in the module * unique users - number of users in the module * browsers and operating systems ### How to train, augment the content and make interaction refinement of the Chatbot after launch #### Based on analysis of reporting, the content is being refined in the form of: Edits of existing Q\&A / responses -> They are managed with the content administration tool Adding new responses -> Adding responses, synonims, dictionaries etc Adding new branches / labels in Knowledge base -> Adding totally new processes. # Integrations (incl. Omni-channel, Live Chat, Call Center and Tickets) In a hand-over scenario, in other words when Chatbot is NOT able to provide an actionable response, it can be programmed to escalate the conversation, which includes more complex issues, to a live ag In a numerous, successful web self-service projects, any virtual conversation can be escalated to a Live Operator, via an assisting, seamlessly integrated live chat functionality. Knowledge Base is utilized by users for self-service. It can address most common and less complex questions. However there are situations which require human interaction. Thus, Inteliwise System also provides seamless switch between Virtual Agent (automated solution) and Live Chat operator (human being). The conversation can be switched between Knowledge Base and Live operator many times, as well as transferred between multiple operators. ![](/files/Cxx1q6vL4Chz79JICp4D) The Live operator is also able to search through the Knowledge Base for faster responses. The system even enables the operator to manually switch the conversation back to the Virtual Agent (Knowledge Base) if the topic is well covered by the Automated Solution. Escalation to a chat with Live Agent - The virtual chat with a Chatbot can be patched to a live person, that can take over the conversation and provide adequate support. ![](/files/TZOL0Qy8pLe9S2kj4jgc) ![](/files/l9juFslSeUYoCyw4JBZY) If none of the operators is logged into the console, we can display the defined response along with the suggested topics (as in sub-point a). ![](/files/Jh4sFJKC8Il19Enj06gy) Escalation to contact form (ticket) - The administration panel allows one to configure many scripts and forms that can be called from within the InteliWISE AI-Engineer Content Builder as a reaction to the lack of response. Below one can find the example with Contact form: ![](/files/isIbt58hOLR2KfZKiF4D) ![](/files/k2Zyb6JwaBzxyETnAJ45) ![](/files/tJClvoDElf1m1zsn0znv) ### **Integration with external knowledge sources (i.e. search engines)** The Chatbot can reach out to external sources, incl. web search engines, to provide a response that could be the closest match. In this case, Chatbot presents a list of (search engine) results, instead of one single (Chatbot) response. ![](/files/2FKgmThkYAnXxRbiyRw8) ### **What are the available features for integration with live agent tools** * Intelligent escalations - forwarding the Chatbot dialog to live - assisted tool: * The ability to set (control) the conditions of escalation, based on: * Level of AI- accuracy - capability to recognize the question by AI ("Virtual Assistant does not know the response") * Numbers of unresponsed questions by the Virtual Assistant system (eg redirected to a customer service consultant after 1 question not solved by the Virtual Assistant ) * specific words to detect in the question (as defined by keywords captured in the user's question (eg, question with words: recovery, pin, banking machine )) * number of characters in question Possibility to set redirect to: * customer service consultant on Live Chat: without opening additional modules (windows) / dialogue subpages - text dialogue goes smoothly in the same module (window) - client simply continues chatting (text dialogue) * customer service consultant on phone helpline, * consultant on Click-2-Call or voice connection through a web browser, * customer service consultant on video chat, * ticket or mail system (redirection from the form) * By displaying the correct phone number to the user ### How to integrate Chatbot with other IT systems Chatbots can be integrated with CRM, ERP, HR and other systems - please refer to technical documentation on For feasibility analysis please talk to us . # Best practices | Tips | Troubleshooting Chatbot are designed to respond with increasing accuracy with time. To enjoy the increasing quality of Chatbot performance, there’s a need for continuous control and supervision. Main feature of the knowledge base is that it’s flexible – every element can (and sometimes should) be changed at any given moment – it can be deleted, expanded, etc. It implies that one has to know some general rules for editing and servicing Q\&A Knowledge Bases. ### Basic tips #### Tips concerning questions * Before one add a question – make sure that no such question is already in the base, * Make sure than none of the already existing questions is synonymous to the one, one is about to add, * If one wants to create questions – use simple forms of the words in order to fully utilize prefixes and synonyms mechanics, * Each question should be associated with the answer, * Remember to flag one question if it is to be shown either on the auto-complete list or in related subjects, * Watch out for typos! #### Tips concerning answers: * If one wants to add an answer that goes beyond the range of current base – create a new label, * New labels should create a logical entity with existing ones, * Create answers that are simple, understandable and concrete, * Respond with a complete sentence so it is clear what is the subject of the answer, * Each answer should be associated with at least question, * Use links in order to direct the user to chosen subpages of the website, on which one can find more information about the given subject, * Longer responses should be divided into paragraphs with **\
,** * Watch out for typos! One should remember that expanding a knowledge base in never a single action, but a sequence of steps. Maintaining knowledge base is usually much harder than creating them from the scratch – especially if handled by a person that didn’t create a specific database. First of all one should not add new elements blindly. One should have a vast knowledge of a subject of the knowledge base and a general idea concerning prefixes, synonyms and correction dictionaries. Those elements make the base much more efficient and flexible, but also intensify its complexity. ### Tips concerning Chatbot’s responses If a question is recognized wrong (or even not recognized at all), the Chatbot will provide a wrong answer or does not respond at all. There are few ways to cope with those situations. First of all, one need to figure out the nature of the problem: a) Chatbot provides a „don't know” response; b) Chatbot provides other response than it should; c) Chatbot does not provide any response or it takes too much time; #### a) Chatbot provides a „don't know” response Chatbot provides a ‘don’t know’ type of response if the system does not recognize the question and cannot be associated with information contained in the currently connected databases. In such case one should always check whether the spelling of the processed question is correct. If the reason for the mistake is the spelling one should input that case into the correction dictionary. If the question was written and formed correctly, another step would be to analyze synonyms and prefixes. It is possible that the vocabulary used in the question is not currently included in existing groups of synonyms and prefixes. If the process of expending dictionaries that are mentioned above does not solve the problem one should add the analyzed question to the ‘question-answer’ association in the suitable area of the knowledge base #### b) Chatbot provides other response than it should Chatbot provides a different answer than it should when the system does not properly recognize the question, but it still tries to provide the right answer from current databases. The easiest way to cope with such a situation is to connect a troubling question to the already existing group of ‘question-answer’ associations. Of course, one can also create a new group and add the question to that group. #### c) Chatbot does not provide any response or it takes too much time If the Chatbot does not respond to the question or it takes too much time there probably exists a loop in the base or dictionaries. Beware of any duplicates, because they create a situation in which a system has few options with the same level of association and can have a problem with outputting the right answer. ### Dictionary **Content unit, Knowledge Base unit** - group of ‘question-label-answer’ association is the lowest level of the Chatbot’s knowledge hierarchy. Whole system tries to match what the user typed in with a question that is already in the base. If the question is recognized, one of the answers from the spider association will be displayed and ready by the Chatbot. **Developing answers (responses)** - the process of editing responses displayed by the system. Label trees in the world of Q\&A Knowledge Bases are the equivalent of sitemaps. For each label we define a minimum amount of answer. **Conversation scenario (flow, dialog)** - designing connections between answers located in the Brand’s Knowledge Base. Those connections influence the list of subjects displayed along with the currently displayed response. They also allow one to prioritize the result of NLP search. **Personality / Elementary (Small - talk**) - knowledge Base This knowledge base contains all the answers connected with questions concerning Chatbot | Virtual Chatbot’s personality. Also referred to as Personality, Ego. **Brand’s Knowledge Base** - knowledge base that contains answers for all the questions concerning content provided by the client. **Customizing Behavioral (Chit-chat) - k**nowledge Base It is the process of overwriting basic responses located in the Elementary Knowledge Base – concerning Chatbot | Virtual Chatbot identification data. For example: “What’s your name?” -> Standard: “My name is Chatbot | Virtual Chatbot” -> Customized answer: “My name is Kate.” **Conversation system** - conversation is one conducted ‘system-user’ conversation. The depth of the conversation stands for the number of questions asked by the user and the amount of answer provided by the system. # Welcome. Hyvää päivää. Schönen Tag. Buenos días. 早上好 In a second, you’ll be able to add the widget to your website - this is the example of how it will look like… ![](/files/p59xvb64i2o8k2bnPwlk) * To make it as easy as possible to get started, we have prepared a ready-made design for you, just add your company information, and you can immediately start generating valuable leads or automating recurring inquiries from your customers. # Win more leads with your Lead-o-Mat. Add to your site just in few steps. Go to [https://inteliwise.com/products/kontaktomat/](https://inteliwise.com/) and create a free account on our platform ![](/files/JuqJOiUKsb7Tb3yRfJVx) * **You don't need any payment card**, your account will be valid for 14 days, only after this test period you will decide if such automation process is suitable for you. Log on to our platform [https://my.inteliwise.com/ ](https://my.inteliwise.com/auth/login)using the information you received from us by email. To continue with the settings of your Lead-o-Mat, open the Projects tab and click on your pre-prepared Lead-o-Mat. ![](/files/JawUVwbdGZdbYWF3ZMzg) # General settings Add the name of your Project here. Below you can see the place, where the "Bot name" will be displayed, you can also enter the name of your company here. ![Remember: Always save your changes by clicking SAVE at the top of the screen! You will be able to view your changes immediately in the view on the right.](/files/eMfPSX0nM4zqDEvNgAo6) # Story This is the most important place, this is where we will add all the information about your company. # WELCOME Add here your text with which you will greet customers on the website, use it to attract the user's attention and encourage them to start a conversation. If you don't want a greeting, just uncheck the green checkbox next to "Show cloud" ![Remember: Always save your changes by clicking SAVE at the top of the screen! You will be able to view your changes immediately in the view on the right.](/files/c6WuILQ1ENSyPfKwRlbW) * # LIVECHAT This is the feature that allows you to answer, advise or solve problems related to your service, all live in the Lead-o-Mat window on your website. * Don't worry about your availability in the chat, you don't have to do anything if you are unavailable, your Chatbot will check it itself and offer the customer a contact form, so you don't lose customers even when you are sleeping ;) * In order to respond to your customers, you must log on to the platform, . There we have also prepared an account for you, the login instructions and necessary data were sent to your email as soon as the account was activated. * You will also find a short instruction on how to log into the agent's console \[2] * If you do not want this feature, just uncheck the green checkbox next to the Live Chat tab \[1] ![Remember: Always save your changes by clicking SAVE at the top of the screen! You will be able to view your changes immediately in the view on the right.](/files/JKzXw0YfjH44z0zQNP0A) * # CALLBACK Every customer is important, so as not to lose them we have prepared for you CallBack module, just enter your email (or leave the one you entered when logging in) and all requests for contact will land on your email, this way you will not miss any customer! ![Remember: Always save your changes by clicking SAVE at the top of the screen! You will be able to view your changes immediately in the view on the right.](/files/9FdLD2CP58MCYayOBH3T) * # CONTACT FORM If your customers are not willing to give you their number - no problem, they have a second option to contact you, they can use the contact form by entering a question or describing the problem, all this information will land on your email, you will be able to respond at your convenience. ![Remember: Always save your changes by clicking SAVE at the top of the screen! You will be able to view your changes immediately in the view on the right.](/files/NUDTOVT0FOTpjLSMYMBn) * # FAQ Every business has its most common issues, this is where you can lay the foundation for automation in your business. All you need to do is to determine the most common questions that your customers ask you, develop answers to them and upload them to your Chatbot. We have prepared 4 standard questions that are common in e-commerce. If you have a different business, you just need to modify the content of the Question and Answer field for your information. You can also add more questions if you want to expand this tab (max. 8 questions) ![Remember: Always save your changes by clicking SAVE at the top of the screen! You will be able to view your changes immediately in the view on the right.](/files/pPhKswBIUP75ZTW89tYY) * # Product cards / TOP offers This is where you can add direct links to your promoted products. This tab can have many functions, if you don't want to promote your products, you can put here links to your other services, or to articles on your blog. All you need to do is to modify the value in the Name field in the menu, then add your graphic, title, description and a link to the page to which the customer should be redirected. You can find a place for the website address by clicking the edit button next to "Read more 👀". You can also add another button under the same image but with a different description and a different link. The possibilities of this tab are truly endless, make the most of it, and you won't wait long for the results! ![Remember: Always save your changes by clicking SAVE at the top of the screen! You will be able to view your changes immediately in the view on the right.](/files/FkjeVC9hrXeXUnvJAelz) * # ON CLOSE This is where the user wants to close his widget (pop-up). Here you can additionally: * Give big thanks for visiting your website * Survey your customer * Cross-sell - take the opportunity to promote links to your Social Media, your website. This message will be shown to you only once, the first time you close your Chatbot window, but it's worth it because it brings a lot of clicks to SM. ![Remember: Always save your changes by clicking SAVE at the top of the screen! You will be able to view your changes immediately in the view on the right.](/files/F6CDRopxVIAUPSO4VB7d) # Look This is where you set the color of the widget, the display location or add your logo. ![](/files/FS7OaV9LRG22M9mc8yxL) # Make it Live. Add to your website! once you've gone through the most important settings, it’s time to add the Widget to your website. We've made it easy for you. The only thing you need is to paste the embed code according to the instructions below. That's it! ![Send this instruction to your web specialist, if you haven’t worked with the HTML yet.](/files/YpUmDQbLT7xn7MtuMfKf) After refreshing the page (sometimes it is also necessary to clear the cache) the Lead-o-Mat widget will appear immediately according to your settings. From now on, your customers will have their own assistant! ### You have questions? #### Use our Lead-o-Mat built into the platform, if we are there we will answer right away, if you don't find us leave a message using the form, and we will answer you as soon as possible. # Log in and create an account {% hint style="success" %} In this section, you will learn how to create an account and log in to the Phone application from the agent console. {% endhint %} To register and create an account, go to [My.inteliwise](https://my.inteliwise.com/auth/register) and fill in the data necessary to create an account. ![](/files/AaWu6oYEQjA04PYnPIkR) After filling out the registration form and clicking on the create account button You will receive a link to activate the newly created account to the email indicated in the above form. ![](/files/OKSSlOEnJGUNwjCRtd6E) Once the account is activated, the agent's console login credentials will be sent to the designated email address. ![](/files/faPT0PBUe8xIEMzzTyDI) {% hint style="info" %} You need to log in to the agent's console using the data from the second table i.e., login and password. Above it in the email there is also a link redirecting to the console. {% endhint %} In order to use the phone application and receive and make calls, you need to log into the **agent console**. Required fo this is the login and password received in the email prrovided when registering the account. In the next step, click log in. ![](/files/OVzIX3JSiNbSfk1pbHJG) After logging in, we are shown the agent.inteliwise console with the whole spectrum of capabilities. We describe the other functionalities of the console here. ![](/files/RA2v5spIgvwhF16bKlPt) **After accepting notifications regarding sound settings and notifications displayed on the desktop, the agent console as well as the phone are ready to work 😊.** ![](/files/GbjQF0irwE7BQye0ooAW) ![](/files/vxXxcI4AR7c621rLVKhg) ![](/files/0v0emXpuTiFlU21NSVLx) # Location of the phone in the agent's console In the lower right corner of the agent's console there is an icon ![](/files/JrpcITQbt9M7Xc6PWj4a) when you click on it, which expands the phone panel. ![](/files/lBi4oAI0QbSCmO1Br0M0) {% hint style="info" %} To "collapse" the phone app, simply click the ![](/files/cUk3faehaZyWRV6fbaOj) button located in the lower right corner, just below the phone panel. {% endhint %} # Phone app functionalities ![](/files/3rwJJod5tMthJ3wUyHGY)This green dot located in the upper left corner of the phone app indicates a successful login to both the console and the phone app. It is tantamount to being ready to properly receive and accept calls. ![](/files/zgXlrQF1NIcURYDCiZbB)*settings* icon - here you can check the audio settings - audio input and output, which are needed to properly receive calls and conversation ![](/files/tf2sAucSrN8qZ4m8BfzB)after clicking on this icon, the agent handling the phone application goes on **pause** is tantamount to the fact that it will not receive incoming calls. {% hint style="warning" %} Activating a break in the phone app **does not disconnect** the call currently in progress (if applicable), **does not block** the ability to make outgoing calls as well as **does not block** the ability to receive chats (if applicable) {% endhint %} ![](/files/CN1FwPASlK90wo1K3Q20)The phone application is opened to a new tab in the web browser. ![](/files/I49A46yxeiX1c1HJVoJu)Minimize the phone in the agent console, to the original blue icon with the handset symbol ![](/files/OB0OsxEXeK4ykSywbXvz)The phone's numeric keypad, this is the main view of the phone immediately after logging in ![](/files/3dvqgsWmpKZsKDu4MUsh) This is where the phone numbers of customers who contact the hotline directly are collected. After selecting a specific phone number from the list, we go to the customer in question, with the possibility to call back/call them. ![](/files/QDE1K8fGgH713XOtDkdE) History of customer calls to individual agents. Here you can see the phone number, but also the name of the consultant with whom the customer has a conversation(s). After clicking on the selected number, the history of the conversation appears along with the subject of the conversation as well as a recording of the conversation with the agent may be available. What's more, it is in this section that you can check the number of phone calls that were received on a given day. In addition, a new option appears at the top of the phone application: search for a phone number along with a filter option:
![](/files/ZQkvKu7CFqVFTXs50aNT)A tab for outbound calling campaigns directly related to a particular project. Depending on the needs of the project, when you go to this section, you will see the name of the campaign and the ability to launch the campaign (start randomly assigning numbers to consultants). ![](/files/oMfDVgAS36CtyN5ERRO4)This is the last functionality from the phone application panel. In this section, the consultant has the option to return to an already completed call to mark the subject of the call, mark the customer's satisfaction, or make a note if he or she failed to do so during the call. All unsubscribed/unmarked calls are listed here - so the agent can go back to them and update them. ![](/files/FGTo7UjcpsDaZqNv4buG) # Phone calls and what comes next? {% hint style="danger" %} In order to make effective outgoing calls as well as receive incoming calls, contact our **technical support** to make arrangements for payment for services as well as activating the assigned number. {% endhint %} [👉 Incoming call ](/inteliwise-phone/phone-calls-and-what-comes-next/incoming-call) [👉 Outgoing call](/inteliwise-phone/phone-calls-and-what-comes-next/outgoing-call) # Incoming call ### Answering a call with the maximized phone app: When a call comes in, it will be visible on the top panel of the phone. To answer it, press the green handset at that time: ![](/files/DfKwcVkfZFxJT6eaZP3K) ### Answering a call with the minimized phone app: The rule is the same - select the green handset. The difference is only in locating it on the phone application panel. ![](/files/PEguXRbGhdSXGnOqUGRq) {% hint style="info" %} Remember why we allowed the display of notifications and the use of sound at the very beginning? 😉 An incoming call, in addition to visualizing the call in the phone app, is also signaled audibly. {% endhint %} {% hint style="warning" %} By enabling notifications, you can be in another browser tab and you will still be notified of an incoming notification {% endhint %} After the conversation is over, you can indicate the topic of the conversation as well as add a more detailed note and, at the very end, determine customer satisfaction ⭐⭐⭐⭐⭐ --- [Next Page](/llms-full.txt/1)