Configuring a Robot

Context

The OIAP supports the access in the following scenarios:

• Voice navigation: applicable to the general voicebot scenario.
• Intelligent outgoing call: applicable to the scenario where a flow is automatically triggered during outbound calls.
• Chatbot: applicable to the scenario where a chatbot is used.
• IVR flow: applicable to the scenario where the AICC is connected.

In this example, the first scenario is used.

Prerequisites

Some operations under the current menu are controlled by separate permissions. If related operation permissions are not configured, the corresponding operations are not supported. For details about the operation permissions that can be configured separately, see Table 1.

Procedure

1. Choose Configuration Center > Chatbot Management > Flow Configuration.
2. Choose Intelligent Chatbot. Click Create.
3. Set parameters and click Save.
   Figure 1 Create Intelligent Chatbot page
   
   • Chatbot Name: Enter a customized name.
   • Description: The value is the same as the value of Chatbot Name by default.
   • Chatbot Access Code: Enter an identifier for associating with the flow when a called route is added in the IVR or AICC.
     • In the public cloud scenario where the OIAP is integrated with the AICC, this code is automatically generated. The system automatically synchronizes the flow access code information to the web configuration console.
   • Dialog Type: Select Voice navigation.

     The mappings between dialog types and scenarios are as follows:

     • When the robot interacts with a customer using voices, set Dialog Type to Voice navigation.
     • When the robot is connected to text chat platforms of the AICC as an intelligent robot, set Dialog Type to Chatbot.
     • When a robot survey is required for outbound calls, set Dialog Type to Intelligent outgoing call. This function is not enabled in the current version.
     • When the traditional key pressing function is required on the AICC, set Dialog Type to IVR flow. This function is not used on the OIAP. You can choose Configuration Center > Flow Configuration > Flow in the AICC to configure flows.
   • Associated Process: Select a flow that has been orchestrated and released. If a flow has been upgraded for multiple times, that is, the same flow code has multiple versions, the drop-down list displays only one flow and does not display the version information. When a customer initiates a call, the backend selects a flow version based on the calling number of the customer. If the calling number of the customer is within the number range specified by the gray rule of a version, the flow of this version is preferentially selected. Otherwise, the default flow is selected.
   • Organization Unit: All organization units in the tenant space are available.
   • Bind Domain: Set a domain range for the robot.
   • Bind FAQ Group: Bind Q&As to the robot. The robot preferentially matches the result of the Q&As.
   • Manual policy: This parameter is used to distinguish the maximum number of calls directly transferred to manual service from the maximum number of calls transferred to manual service after consultation during report statistics. The default value is 3.
   • Enable Call History Recording: When the system parameter CHATRECORDFLAG is set to Bot-level control, you can toggle this switch on or off to determine whether the robot records the call history.
   • Enable Process Call Recording: When the system parameter FLOWRECORDFLAG is set to Bot-level control, you can toggle this switch on or off to determine whether the robot requires recording.
   • Enable Business Interface Invocation Logging: When the system parameter RECORDTHIRDAPI is set to Bot-level control, you can toggle this switch on or off to determine whether to record invoking logs for the business interfaces in the flow associated with the robot.
   • Enable Call Statistics: When the system parameter CALLDASHBOARDREPORTRECORDSWITCH is set to Bot-level control, you can toggle this switch on or off to determine whether to enable call statistics for the robot.
   

   • How to match the flow only with the intention in the specified domain?

     When configuring the access code, set the ID of the specified domain. Ensure that the configured domain has been activated.