Need advice with AI Call Center setup

[LehmanDavid]

I am building AI call center. The problem I face now is that I don’t know how to integrate to other call centers (which is not Asterisk). Are there any advices on how to do it? Maybe I just need call forwarding to my asterisk server from another one, or I have to integrate by WebRTC/SIP? Thanks in advance.

[Pooh]

On Sunday 23 June 2024 at 19:59:16, LehmanDavid via Asterisk Community wrote:

I am building AI call center.

First question: is this an inbound call centre, where customers phone in and
get answered by agents subscribed to queues, or is this an outbound call
centre, where sales people make multiple phone calls to people they hope might
buy something from them?

The problem I face now is that I don’t know how to integrate to other call
centers

Second question: please define “integrate”.

Explain how you want the call flow to operate, so we understand what you are
aiming to achieve.

Third question: what is the relevance / significance of the term “AI” in this
setup?

Antony.

–
Behind the counter a boy with a shaven head stared vacantly into space,
a dozen spikes of microsoft protruding from the socket behind his ear.

• William Gibson, Neuromancer (1984)

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[LehmanDavid]

1. It’s both an inbound and outbound solution.
2. I want to build an AI agent that performs speech-to-text (STT), generates an answer, and plays it using text-to-speech (TTS). My call flow is as follows: The company has a call center that receives calls from clients. I want to forward these calls to my Asterisk server, where the client will speak with my AI agent for customer support. The second scenario is that the company wants to make automated calls to their clients, for example, to notify them about sales. My Asterisk server will perform the call, and my AI agent will “speak” with the client based on the call flow I provide.

Hope this makes it clearer.

[Pooh]

On Monday 24 June 2024 at 10:41:12, LehmanDavid via Asterisk Community wrote:

1. It’s both an inbound and outbound solution.

2. I want to build an AI agent that performs speech-to-text (STT),
   generates an answer, and plays it using text-to-speech (TTS). My call flow
   is as follows:

The company has a call center that receives calls from clients. I want to
forward these calls to my Asterisk server, where the client will speak with
my AI agent for customer support.

The second scenario is that the company wants to make automated calls to
their clients, for example, to notify them about sales. My Asterisk server
will perform the call, and my AI agent will “speak” with the client based on
the call flow I provide.

In the first of these cases I think the fact that you’re starting with a call
centre setup is neither here nor there as far as the Asterisk / STT / TTS part
is concerned.

You do not need Asterisk to bother about queues, hold music, periodic
announcements or any of the other things typically associated with an inbound
call centre.

All you need to do is have a connection from your current call centre system
to Asterisk (I assume your current system can place SIP calls), which accepts
calls in an inbound context and “converses” with the customer. How that
conversation is generated is the interesting engineering aspect of this
project. It is probably simplest to do this by configuring Asterisk to pretend
to be a telephone, and as far as the current call centre system is concerned,
it’s just another call centre agent capable of handlign calls.

For the second scenario I think you need considerable integration with your
CRM system (or wherever it is that the list of calls to be made is generated),
since Asterisk is going to have to be told by something or other:

• what number to call
• what sort of conversation to generate once the call is answered

However, once again, the dialler part of this is trivial as far as Asterisk is
concerned (you will need to find some way to connect Asterisk to the external
phone system, possibly through your existing call centre system if it supports
that). Personally I would set Asterisk up as though it is one of your human
agents, and connect it into the existing call centre system, which is
presumably already doing CRM-initiated auto-dialling, but now it hands the
answered call to Asterisk instead of a human being.

I think that’s the simplest way of doing the integration, and lets you get on
with working out how to do the STT / TTS conversation part.

Antony.

–
Late in 1972 President Richard Nixon announced that the rate of increase of
inflation was decreasing. This was the first time a sitting president used a
third derivative to advance his case for re-election.

• Hugo Rossi, Notices of the American Mathematical Society

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