AI Assistance on Calls

AI Assist on voice calls is a feature that will let the Talkative AI continue to listen in on calls after they are transferred to an agent.

This will allow your agents to make use of many talkative features such as

• The Copilot suite (Navi and Response Suggestions)
• More accurate summaries that take the whole conversation into account
• Access to wrap-up forms to agents

Enabling this feature can be done as follows

If you would like to use Voice AI in addition to AI Assistance

1. Make sure that you have a Voice AI bot configured.
2. Create a Voice Assist Config by searching for “Voice Assist” after pressing Ctrl+K.
3. Specify the names of the queue and user you would like to use for this. For model, we recommend using the nova-3-general model with the Default language
   

• Do not fill out any advanced options

1. Go into your Voice AI Config. Find or set up a Dial action thing tool whatever.
2. Select your newly created Voice Assist config as part of the transfer.
3. Save your changes. Transfers done via this action will now continue to be transcribed within the Talkative platform.
   

In order to make use of the Copilot feature suite, you will need to enable them for the new Voice Assist queue. See this guide for more information

Using Voice Assist without Voice AI

1. Reach out to Talkative to acquire a Phone Number to use for this purpose.
2. Create a Voice Assist Config by searching for “Voice Assist” after pressing Ctrl+K.
3. Specify the names of the queue and user you would like to use for this. For model, we recommend using the nova-3-general model with the Default language
   

• Do not fill out any advanced options

1. Navigate to Voice Routing by searching for “Voice Routing” after pressing Ctrl+K
2. Create a Voice Route. In Endpoint, specify the phone number that you acquired in Step 1.
3. Choose Type as External
4. Specify the number or SIP url you would like to dial
5. Specify Caller ID as the number that you have acquired from Talkative.
6. Make sure you select the Voice Assist config that you have created.
   

Calls to the Talkative number will now create Interactions that will get transcribed and you will be able to use the Assist tooling for them.

In order to make use of the Copilot feature suite, you will need to enable them for the new Voice Assist queue. See this guide for more information