Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Operator: Configuring an Intelligent Robot/ Configuring an Appointment Chatbot (Task-oriented Robot)/ Configuring a Robot
Updated on 2024-10-12 GMT+08:00
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Configuring a Robot

After the flow is published, associate your flow with the robot to generate the robot access code. Then, choose Configuration Center > Access Configuration > Called Party to bind the robot access code. Your customer service hotline consists of the access code and extension code.

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.

Procedure

  1. Choose Configuration Center > Chatbot Management > Flow Configuration.
  2. Choose Intelligent Chatbot. Click New.
  3. Enter information by referring to the following figure and click Confirm to save the configuration.

    Figure 1 Add Chatbot
    • Chatbot Name: Enter a customized name.
    • 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 WAS 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 chatbot, 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.
    • Flow Name: Select a flow that has been orchestrated and published. 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.
    • Number of Calls Processed Only by Agent: 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.
    • 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.

  4. Click corresponding to the new robot and choose Bind Domain to set its domain range.

    In addition, you can bind Q&As to the robot, and the robot preferentially matches the result of the Q&As.