Inbound business support involves seamless integration of the intelligent robot system with the inbound call center system. The integration process includes three main steps:
1.
Integration with the call center (If you are using our provided call center system, no additional integration is required).
2.
Integration with the partner's business system: During the robot's dialogue process, a significant amount of user information is required to meet the diverse needs of inbound callers. This information needs to be obtained from the partner's system, thus requiring integration with the partner's business interface.
3.
Partner's acquisition of robot call data: After the call is transferred to an agent or when the call ends, data can be stored in the call center or partner's system using the webhook we provide. This allows agents to view real-time interactions between users and the robot or conduct quality inspections of robot calls.
Step 1: Call center integration 1.1 If the partner is using our provided call center system, no additional integration is required. We offer a range of features including agent management, call routing, and data statistics.1.2 If the partner has their own or a third-party call center system:
You or the third party need to integrate with our system at the VOIP level to enable the transfer of calls from the robot to the agent.
Each call center integration method may vary, so please provide us with detailed integration documentation to facilitate the integration of the call center system with our intelligent robot system. The diagram below illustrates the process.
Through this integration, incoming calls can be answered by the robot first and transferred to agents in your or the third-party call system when necessary.
Step 2: Integration with the partner's business system
The partner needs to integrate with our business interface to allow our intelligent robot to retrieve specific user information during interactions with callers, such as user profiles, order history records, work order records, etc., to provide better service and enhance the conversation experience.
The detailed documentation for business interface integration will vary depending on specific business requirements. Please provide detailed integration documentation to us.
Step 3: Partner's acquisition of robot call data
Currently, we provide webhooks for robot call completion and end of the entire call. Once the partner provides the webhook URL for configuration, we will actively push the data to the partner.
Please refer to the API documentation for the specific data structure and examples of webhook data.
After receiving webhook data, the partner can store it in the call center or partner's system for agents to view real-time interactions between users and the robot or conduct quality inspections of robot calls.
If further assistance or clarification is needed, please contact our technical support team.
