Wisevoice Builder

This page describes the basic concepts behind the Wisevoice Builder.

A wisevoice project defines an individual virtual agent. The project configurations consists of two main areas:

Integration configurations

There are 3 types of integrations:

Communication channels, such as: SIP Callcenter, Web Chat, Facebook, SMS, Telegram, API
External services integrations, such as: UiPath, API
Customer service integrations (coming soon)

There are two ways of defining a dialog:

The Q&A module offers a simple way of defining question and answer pairs. The content defined as Q&A is accessible to the chat user at any point in the conversation regardless of the context.
Conversation Flows are visual maps of dialog trees used to define more complex scenarios. A project can contain multiple conversation flows that are triggered in different situations.

For example a medical clinic might have the content of it's project structured the following way:

A Q&A collection that contains answers to general questions like the location of the clinic and working hours.
One conversation flow for creating new appointments
A second conversation flow for canceling appointments
A third conversation flow for routing between the first two. This flow is triggered by inbound calls from patients, asks for the call reason and triggers either the new appointment or the cancelation flow
A forth conversation flow for confirming appointments. This flow is triggered by API calls from the clinic's business logic server and generates outbound calls to the patients asking for confirmation.