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Small Model Communication

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Artificial Intelligence Cloud Call Service offers the Small Model Communication feature, which includes human agents and intelligent contact bots. Human agents use the cloud customer service system to make and receive hotline calls, create tickets, and process tickets. The intelligent contact bot is a smart customer service product for enterprises that uses technologies such as automatic speech recognition (ASR), text-to-speech (TTS), and natural language understanding (NLU). The bot can automatically start contact tasks for specific business scenarios and provide smart responses based on customer intents.

Prerequisites

  1. Register an Alibaba Cloud account and complete enterprise identity verification.

  2. Activate Voice Service.

  3. Submit your enterprise qualifications for Voice Service and wait for approval. For more information, see Submit enterprise qualifications.

  4. Submit your conversation scripts for Voice Service and wait for approval. For more information, see Add a script.

  5. Activate a service instance. For more information, see Create a service instance. The service instance must be attached to at least one real phone number.

Procedure

  • Human agents

    For more information about human agent operations, see Quick Start for human agents.

  • Intelligent contact bots

    Note

    Intelligent contact bots support two calling methods: batch calls and single call API operations.

    • Batch calls: Create a call task in the console and upload a contact list. You must create an instance and purchase AI agent seats before you can create a task.

    • Single call API operations: Call the RobotCall API operation to make a single call. This method does not require you to create an instance or purchase agent seats. You can integrate the API operation into your own system to manage tasks.

    1. Add a conversation script.

      Before an intelligent bot can execute a contact task, you must design a conversation script for the task. For more information, see Add a conversation script.

    2. Configure the main flow.

      The main flow is the script that the bot uses to proactively initiate the conversation with the user after the call connects. For more information, see Configure the main flow.

    3. Configure the knowledge base.

      During a call, the bot uses entries in the knowledge base to respond to user questions that are not configured in the main flow. For more information, see Configure the knowledge base.

    4. Configure global settings.

      Global settings handle scenarios during a call where the bot cannot detect the user's intent or the user does not respond. For more information, see Configure global settings.

    5. Dub the script.

      Select the voice type and style for the script. For more information, see Dub the script.

    6. Submit the script for review.

      Note

      You cannot modify the configuration during the review process. Before you submit the script for review, ensure that the flow, knowledge base, global settings, and intent library are configured.

    7. 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.

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