Communication Agent is an AI calling system based on Large Language Model (LLM) technology. It makes calls on behalf of human agents and automatically engages in natural, fluent conversations with customers. The system efficiently handles tasks such as lead conversion, member reminders, and customer service, which significantly reduces labor costs.
Prerequisites
You have registered an Alibaba Cloud account and completed the enterprise identity verification. For more information, see Alibaba Cloud Account Registration Process and Identity Verification.
You have activated Voice Service.
You have submitted your enterprise qualifications for Voice Service and had them approved. For more information, see Submit enterprise qualifications.
You have submitted your conversation scripts for Voice Service and had them approved. For more information, see Add a conversation script.
You have activated a service instance. For more information, see Create a service instance. The service instance must be attached to at least one phone number.
Product configuration flow
Create and configure a knowledge base. You can upload business-related resources in advance to prepare for the agent configuration. These resources include private knowledge files, private voice recordings, and Automatic Speech Recognition (ASR) hotword lists. For more information, see knowledge base management.
Create and configure a communication agent
Configure the agent and media resources. The agent configuration involves setting up the background, objectives, requirements, and frequently used knowledge for a task. You can associate a private knowledge base to configure the call timbre and volume, handle exceptions, and link private voices and hotword lists.
Communication agent review. You can submit the agent to the Alibaba Cloud operations team for a content compliance review. After the agent is approved, Alibaba Cloud automatically builds the knowledge. You can then use a specified (authorized) number to perform a network probe on the agent to test its overall business performance and ability to answer key questions. If you find performance issues, you can revoke the agent, and then edit and optimize its configuration.
For more information, see Communication agent management.
Configure and enable call tasks. After you confirm the network probe results, you can use the requested number to start call jobs and obtain business results. To start jobs from the console, you must first configure production environment authentication. After the configuration is complete, you can import an offline list to make batch calls. For more information, see Call task management.