Voice Calls Integration
Voice Calls integration enables you to create AI-powered voice assistants that can handle customer calls, conduct surveys, provide support, and automate phone-based interactions. This integration uses advanced speech recognition and text-to-speech technology.Getting Started
Prerequisites
- Phone number for outbound calls
- Voice service provider account
- Audio file storage (for recordings)
- Compliance with telemarketing regulations
Setup Process
1
Configure Voice Service
- Choose a voice service provider (Twilio, Vonage, etc.)
- Set up your phone number
- Configure call routing
- Set up webhook endpoints
2
Connect to Kaie
- Navigate to Integrations in your Kaie dashboard
- Select “Voice Calls” from available integrations
- Enter your voice service credentials
- Test the connection
3
Configure AI Voice Settings
- Choose voice personality and tone
- Set up speech recognition language
- Configure text-to-speech settings
- Set up call recording preferences
Voice Features
Speech Recognition
Convert customer speech to text for processing.Recognition Features
Recognition Features
- Multi-language support: Support for multiple languages
- Accent adaptation: Adapt to different accents and dialects
- Noise filtering: Filter background noise
- Context awareness: Understand conversation context
Configuration
Configuration
- Set recognition language
- Configure confidence thresholds
- Set up fallback options
- Enable continuous recognition
Text-to-Speech
Convert AI responses to natural-sounding speech.Voice Options
Voice Options
- Multiple voices: Choose from various voice personalities
- Emotion control: Adjust tone and emotion
- Speed control: Adjust speaking speed
- Pause control: Add natural pauses
Configuration
Configuration
- Select voice personality
- Set speaking rate
- Configure pronunciation
- Set up voice effects
Call Management
Handle incoming and outgoing calls effectively.Call Features
Call Features
- Call routing: Route calls to appropriate workflows
- Call queuing: Queue calls during high volume
- Call transfer: Transfer to human agents
- Call recording: Record calls for quality assurance
Configuration
Configuration
- Set up call routing rules
- Configure queue settings
- Set up transfer protocols
- Enable call recording
Workflow Integration
Call Triggers
Set up workflows that respond to phone calls.Trigger Types
Trigger Types
- Incoming calls: Respond to customer calls
- Outbound calls: Initiate calls to customers
- Missed calls: Follow up on missed calls
- Callback requests: Schedule callbacks
Use Cases
Use Cases
- Customer support: Handle support calls
- Appointment booking: Schedule appointments
- Order confirmation: Confirm orders via phone
- Survey collection: Conduct phone surveys
Voice Workflows
Create sophisticated voice-based automation.Workflow Types
Workflow Types
- Interactive menus: Navigate through options
- Information collection: Gather customer data
- Problem resolution: Solve customer issues
- Escalation: Transfer to human agents
Configuration
Configuration
- Design conversation flows
- Set up menu options
- Configure data collection
- Set up escalation rules
Advanced Features
Interactive Voice Response (IVR)
Create sophisticated phone menus and navigation.IVR Features
IVR Features
- Multi-level menus: Create complex navigation
- DTMF input: Accept keypad input
- Voice input: Accept voice commands
- Call routing: Route based on input
Configuration
Configuration
- Design menu structure
- Set up input validation
- Configure routing rules
- Set up fallback options
Call Analytics
Track and analyze call performance and quality.Analytics Metrics
Analytics Metrics
- Call volume: Number of calls handled
- Call duration: Average call length
- Resolution rate: Percentage of resolved calls
- Customer satisfaction: Call quality ratings
Reporting
Reporting
- Real-time dashboards
- Historical reports
- Performance trends
- Quality metrics
Call Recording
Record and analyze customer calls.Recording Features
Recording Features
- Automatic recording: Record all calls
- Selective recording: Record based on criteria
- Transcription: Convert speech to text
- Sentiment analysis: Analyze call sentiment
Configuration
Configuration
- Set recording preferences
- Configure storage settings
- Set up transcription
- Enable sentiment analysis
Use Cases
Customer Support
Handle customer support calls with AI assistance.FAQ Handling
- Answer common questions
- Provide product information
- Troubleshoot issues
- Escalate complex problems
Order Support
- Check order status
- Process returns
- Handle complaints
- Schedule deliveries
Technical Support
- Diagnose problems
- Provide solutions
- Schedule repairs
- Escalate to specialists
Billing Support
- Check account balance
- Process payments
- Handle disputes
- Update billing info
Sales and Marketing
Use voice calls for sales and marketing activities.Lead Qualification
- Qualify potential customers
- Collect contact information
- Schedule appointments
- Follow up on leads
Product Demos
- Demonstrate products
- Answer questions
- Handle objections
- Close sales
Customer Surveys
- Conduct satisfaction surveys
- Collect feedback
- Gather market research
- Measure performance
Appointment Booking
- Schedule appointments
- Send reminders
- Handle rescheduling
- Confirm bookings
Best Practices
Voice Design
Design effective voice interactions.Conversation Design
Conversation Design
- Keep interactions natural and conversational
- Use clear, simple language
- Provide clear options and instructions
- Allow for interruptions and corrections
Voice Quality
Voice Quality
- Use high-quality text-to-speech
- Test with different accents and dialects
- Optimize for phone quality
- Provide fallback options
Compliance
Ensure compliance with telemarketing and privacy regulations.Legal Requirements
Legal Requirements
- Follow telemarketing regulations
- Respect do-not-call lists
- Provide opt-out options
- Maintain call records
Privacy Protection
Privacy Protection
- Protect customer data
- Secure call recordings
- Follow data retention policies
- Comply with privacy laws
Troubleshooting
Common Issues
Resolve common voice integration problems.Audio Quality Issues
Audio Quality Issues
- Check network connectivity
- Verify audio codec settings
- Test with different devices
- Optimize audio compression
Recognition Problems
Recognition Problems
- Check language settings
- Verify microphone quality
- Test with different accents
- Adjust confidence thresholds
Error Codes
Understand common error codes and their solutions.| Error Code | Description | Solution |
|---|---|---|
| 100 | Audio quality too low | Check microphone and network |
| 200 | Recognition timeout | Increase timeout settings |
| 300 | Call routing failed | Check routing configuration |
| 400 | Service unavailable | Check service provider status |