Voice AI Architecture & Telephony Integrations

Integration with your Phone System

Voice AI can be used to send calls into any phone system by sending in calls via PSTN or SIP (preferred). The call is received as an incoming phone call, and with SIP trunk integration you can keep your existing DID/DDI number for customers to dial. Please get in touch and we'll set up your SIP trunk.

Here’s how a typical call is handled:

1. Call Initiation:

   A caller dials your Voice AI number.

2. Interaction with Voice AI:

   • The Voice AI greets the caller.
   • The conversation is transcribed in real time.
   • Depending on the situation, the system either handles the call or initiates a transfer.

3. Call Transfer & Agent Support:

   When the conversation requires human intervention, the call is transferred (using SIP Refer) to your agent’s queue. 

A real-time transcription of the call is also available to be displayed to the agent. To automatically present this to the agent, the below list of “advanced” phone system integrations are possible, with the list planned to expand over time:

• Mitel Integration: see our configuration guide here

• 8x8: planned, coming soon

• MS Teams: planned, coming soon

• Other phone systems: please get in touch and we'll make it happen!

SIP Trunk Connection

To provision a SIP trunk, please follow these steps:

1. Create a Voice AI config in Talkative.

2. Email support@gettalkative.com to request a SIP trunk.

3. We'll provide you with a SIP trunk connection details.

4. Place a call to the SIP trunk.

5. We'll analyse the call logs and connect everything up on our side.

Architecture

Voice AI is a pure cloud hosted service. The architecture is shown below.

Call Flow Example - SIP Connected

1. PBX receives the phone call from a caller

2. PBX sends SIP traffic to Talkative Voice AI to connect the caller

3. Caller speaks with Voice AI

4. Voice AI finishes the call and system logic decides to transfer the call 

5. Voice AI hangs up the call from Talkative

6. Voice AI sends caller transcript and data to main Talkative application

7. On hangup, PBX workflow makes a request to Talkative

8. PBX receives a response (in this case, transfer to a queue)

9. PBX transfers the call to the queue

10. Agent speaks with caller