Voice bot architecture

Voice bots are designed to handle inbound voice calls. When a customer calls your business's phone number, they are routed to the voice bot. The voice bot can handle the customer's request and, if needed, escalate it to a human agent.

The voice bot architecture consists of the following components:

• Contact center: The contact center provides support agents and handles the overall functionality related to interactive voice response (IVR), routing, forwarding, and assignment. The contact center may also serve as the system of record holding the call recordings and associated analytics.
• AgentX Support: AgentX Support provides the orchestration of the conversation, executes the business logic, and handles the AI and automation components.
• Cloud speech processing: Cloud speech processing is responsible for the Speech-to-Text (STT) and Text-to-Speech (TTS) layers.

Call workflow

The following diagram illustrates how incoming calls are routed and handled by AgentX Support:

flowchart TD A[Customer places call] --> B[Call is routed to Twilio number] B --> C[AgentX Support identifies AI agent via webhook] C --> D[AI agent initiates conversation] D --> E{Customer intent} E -- Continue until intent is understood --> D E -- Escalate or end --> F[Conversation ends or escalates] classDef default fill:#67eadd,stroke:#67eadd,stroke-width:2px,color:#000;