Talkative’s Voice AI feature uses the same chatbot builder to provide organizations with a simple way to build out everything from simple voice IVRs to knowledgebase/GenAI driven responses.
It comes into any existing SIP/VoIP endpoint (including Mitel MiCC), which then routes the call to Talkative’s Voice AI, then it transfers the call back to a queue/endpoint if it needs to transfer the call.
You can choose from a variety of preset voices, or you can clone your own voice.
Deployment Options
Option 3 is not recommended due to reduced functionality and higher costs, but may be suitable for basic demonstration use cases or very smaller customer deployments.
Set Up - Mitel MiCC
You must first establish a SIP connection between Mitel and Voice AI.
Voice AI is a pure-cloud hosted service.
Call Flow Example - Mitel MiCC
Mitel receives the phone call from a caller
Mitel sends SIP traffic to Talkative Voice AI to connect the caller
Caller speaks with Voice AI
Voice AI finishes the call and system logic decides to transfer the call
Voice AI hangs up the call from Talkative
Voice AI sends caller transcript and data to main Talkative application
On hangup, Mitel workflow makes a request to Talkative
Mitel receives a response (in this case, transfer to a queue)
Mitel transfers the call to the queue
Agent speaks with caller
Agent is presented information (via screenpop or URL embed in Ignite)
Benefits
The caller ID is retained and never changes
The request to Talkative allows us to screenpop (as it’s currently the only reasonable option within MiCC)
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