Self-Service (IVR) Integration Solution

The CEC provides the following self-services:

• Common IVR
• Intelligent IVR

The intelligent IVR integrates the chatbot function based on the common IVR functions.

Figure 1 Self-service integration solution

• Online IVR orchestration provides traditional IVR functions, and intelligent IVR online orchestration provides the intelligent chatbot configuration function.
• To implement the function of interacting with the chatbot on the client of a user, you can use the RESTful interface provided by the OIAP to bind the dialog ID and obtain the intelligent recognition result.

  To use this interface, you must orchestrate and release available chatbots in the online intelligent IVR orchestration.

• Based on online configuration, the common IVR can be redirected to the intelligent IVR, and the intelligent IVR can be redirected to the common IVR.
• During orchestration, the common IVR and intelligent IVR can invoke the interfaces of third-party systems to obtain third-party information.

The intelligent IVR is usually used to configure and implement the voice and text chatbot capabilities. Therefore, the intelligent IVR is classified into intelligence in the following sections.