Voice bots

PRIVATE BETA

This feature is in private beta. Private beta features are available in production but only to selected customers. Customers must opt in and be accepted into the beta.

During the private beta, Workato may update its functionality or change its availability without prior notice.

Voice bots are bots that can be deployed on the voice or phone channel. They can handle calls, provide answers, and execute complex workflows using AI and automation.

Voice bots use the same core building blocks as AI agents.

How voice bots work

Voice bots integrate with your business's contact center. After you set up a voice bot, customers can interact with it in human-like conversations. The voice bots make use of the following components:

• The Speech to text (STT) module listens to the request of the customer, transcribes it, and provides it to AgentX Support.
• AgentX Support handles natural language understanding, performing the relevant actions and composing a reply.
• The Text to speech (TTS) module converts the reply into a human-like voice to respond to the customer.

Considerations

• Voice bots are currently optimized for handling support calls in English.
• Many platform blocks are interoperable between the voice and chat channels. However, due to the difference in the channel and expectation from customers, certain channel-specific behaviors are introduced. This helps handle complex use cases better within the conversation.