What is the workflow of Intelligent Contact Robot-Artificial Intelligence Cloud Call Service(AICCS)-阿里云帮助中心

Intelligent Contact Robot is an intelligent customer service product for enterprises. It uses technologies such as automatic speech recognition (ASR), text-to-speech (TTS), and natural language understanding (NLU). Intelligent Contact Robot automatically initiates contact tasks for various business scenarios and provides intelligent responses based on customer intent. This topic describes the workflow for using Intelligent Contact Robot.

Workflow

Flowchart:

Features:

Visual orchestration: Use a drag-and-drop interface to quickly arrange scripts. You can configure different Q&A knowledge bases for various business scenarios, which enables the robot to intelligently answer questions or transfer calls to a human agent.
Quick integration: Quickly create call tasks in the console. You can configure call logic to automatically initiate call tasks as required and view conversation records or listen to call recordings online.
Highly customizable: You can upload manually recorded audio for each script node. When the call flow reaches a node, the corresponding audio file is played to make the call sound more realistic.

Preparations

You have registered an Alibaba Cloud account and completed enterprise identity verification. For more information, see Alibaba Cloud Account Registration Process and Identity Verification.
You have activated Artificial Intelligence Cloud Call Service. For more information, see Activate the service.
You have submitted your enterprise qualifications and they have been approved. For more information, see Submit enterprise qualifications.
You have purchased a contact number. For more information, see Request/Activate a number.

Note

Intelligent Contact Robot supports two calling methods: batch contact and single-call API.

Batch contact: Create a call task in the console and upload a call list in batches. Before you can create a task, you must create an instance and purchase an AI agent.
Single-call API: Call the RobotCall API operation directly to initiate a call. You do not need to create an instance or purchase an agent. Each API call initiates one call. You can integrate the API into your system for task management.

Procedure

Add a script.
Design a script for the robot to use when it executes a contact task. For more information, see Add a script.
Configure the main flow.
The main flow is the script that the robot uses to proactively ask users questions after a call is connected. For more information, see Configure the main flow.
Configure the knowledge base.
During a call, the robot uses the knowledge base to answer user questions that are outside the main flow. For more information, see Configure the knowledge base.
Global configuration
Global settings handle scenarios during a call if the robot cannot detect the user's intent or if the user does not respond. For more information, see Configure global settings.
Dub the script.
Select the voice type and style for the script. For more information, see Dub the script.
Submit the script for review.
Note
Ensure that the flow, knowledge base, global settings, and intent library are configured before you submit the script for review. The configuration cannot be modified during the review process.
Create a task to start the contact service.
After the script is approved, you can create a task to start the intelligent contact service. For more information, see Create a task.

References

Overview of Intelligent Contact Robot: Intelligent Contact Robot
Script configuration for Intelligent Contact Robot: Script configuration
Task management in Intelligent Contact Center: Start a call task