Voice Assistant

A smart triage action will analyze the conversation and write data based on the discoveries.

For example we can establish what the call topics is about and use that data to transfer the user to a specific queue.

1. Right click inside the voice flow.

2. Select Advanced > Actions

3. Name the Action node. This will not be shown to the user.

4. Click on the plus sign next to Actions and select the option Run smart triage
   

5. Click the plus next to Output fields
   

6. Type a short descriptive name of the output in the Field name. The name is used to get the result in the Form data assignment section.
   

7. Choose Field type that best suits your need. In this case we will use Exact values as we are looking to escalate users based on the call topic.
   

8. Write a short Field description that instructs the AI how it should fill in the data key.
   

9. Since we have chosen Exact values we need to add what values the AI should fill. Click on the plus next to Values.

10. Add a descriptive call topic as the Value. We can use up to 30 unique values in a Smart triage.
    

11. Click on the plus next to Form data assignments. This will write the data we have set up.

12. Add the Field name from our Output fields as the Key. To have a dynamic value set the value for the Key should follow this structure: $result["call-issue"]
    

We have now set up a Smart Triage action that will analyze the conversation and set a data value for call issue. This is just one example of how Smart triage could be used, it is often used as a way to enrich the understanding of the call to identify improvement areas.

If you want to act upon the data we set using Smart triage continue to How-to set up Write & Read data.