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Virtual Operator

Connor
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The Virtual Operator screen allows you to configure multiple virtual operators for managing inbound calls using advanced automation.

The VO is able to understand what a customer says in real-time such as addresses, names, or times, and then processes this information to create a new booking. This seamless technology will act in place of an actual operator, is more intuitive, and will ensure users feel comfortable and can place bookings with ease.

virtual_operator_screen.png

To access this screen:

  1. Click on Virtual Operator from the Routing menu.

    virtual_operator_menu_item.png

Add virtual operator

To add a new virtual operator:

  1. Click on Add Virtual Operator in the top-right.

    add_virtual_operator_button.png
  2. Configure the virtual operator.

    add_virtual_operator_popup.png
  3. Then click Save.

Note: To configure custom boundaries for the City, please contact our Support team.

  • Capabilities: Select which capability options are offered to new customers, so new callers can choose which capabilities they need on their booking. 
  • Name: The name of your virtual operator setup.
  • Type:
    • Standard VO: The caller is asked for a pickup address and time.
    • Auto Book: The caller is automatically picked up from their most recent pickup address ASAP.
  • City: The city you are located in.
    • Custom Boundaries (Area Boundaries): A customisable city area based on specified coordinates.
  • Lock to Area: Restricts VO bookings to the city location.
  • Operator Option: Action to take if VO fails.
  • Welcome Message: A customisable welcome message played at the beginning of a call.
  • Introduction: A customisable introductory message said after the Welcome Message.
  • Outro: A customisable outro message said when a booking has been completed.
  • Language: The language used to communicate with the caller.
  • Voice: The voice type used by the VO.
  • Associated Queue: The queue that VO stats are tracked on.
  • No input timeout: The length of time (seconds) the caller has to start speaking before the recogniser returns a timeout event.
  • Speech complete timeout: The length of time (seconds) after the caller has finished their speech before the recogniser begins processing the audio as complete.
  • Confirm mode: Choose one of the confirmation modes:
    • DTMF: Confirm your details by pressing the ‘1’ or ‘2’ dial button.
    • Yes/no: Confirm your details by answering yes or no words.
    • Over-answering: Confirm your details or provide new ones.
  • Prompt interrupt: This allows a caller to interrupt a prompt and start answering earlier.
  • Use AI: This allows VO to use AI/ML (machine learning) to process responses from a caller (Note: The AI will try to better understand what people are saying).
  • Repeat Retries: How many times the caller will be re-asked the prompt question when he fails to respond, or his answer is incorrect or unclear.
  • Accuracy vs Speed: Choose if the VO should favour speed or accuracy when performing speech recognition.
  • Speech sensitivity: The higher the value, the more sensitive the system will be, making it easier for the caller's speech to be recognised (Note: A high value may cause VO to recognise background noise. This is turned OFF unless “Prompt interrupt” is turned ON).
  • Confidence threshold: Speech recognition returns speech transcribed to text together with a confidence score. If this score is above the high threshold (green dot), the text is considered successfully recognised. If the score is below the low threshold (red dot), the speech wasn’t recognised, and the caller is re-prompted. In case that score is between low and high thresholds, the caller has to confirm his answer.

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