Enable a Virtual Agent

A virtual agent handles conversations with your customers. The virtual agent understands the intent of the conversation and assists the customer as part of the IVR experience. The virtual agent is powered by Google's Dialogflow capabilities. The administrator has access to the Conversational IVR transcript.

Note	The virtual agent supports the following audio codecs: G711A for A-law G711U for µ-law

Procedure

Step 1

Create a Dialogflow agent to integrate the conversational experience into the IVR system. For more information, see Build a Dialogflow Agent.

Note	Include `Hello` as a training phrase in the preferred language for the Dialogflow agent to start a conversation with the caller. You can add this training phrase in the default welcome intent or in any other intent of the Dialogflow agent. For more information, see Intents.

Step 2

Configure a virtual agent in the Control Hub. For more information, see Configure Virtual Agent.

Step 3

Add a Virtual Agent activity to the call flow to handle customer queries in conversational format. For more information, see Create Virtual Agent Activity in Flow Designer.