Overview

AI Conversational Agents in SIP Caller allow you to automate interactions with the people you call. An AI Conversational Agent holds a natural conversation with the person who answers the call, following the instructions you define.

To manage AI Conversational agents, go to "AI Agents" in the main menu.

Creating an AI Conversational Agent

The configuration of AI Conversational Agents is split into three tabs:

• General
• Goals
• Transfer

General

In the General tab, you can configure the following fields:

• Name: a descriptive name to identify this agent.
• AI Provider: the AI Provider configuration this agent will use to connect to Azure AI or Gemini AI.
• Max Call Duration: the maximum duration of the AI agent interaction, after which the call will be ended.
• Language: the language the AI agent will use for the conversation.
• Voice: the voice the AI agent will use for the conversation.
• Instructions: the instructions that define how the agent should behave and what it should say during the conversation. You can use variables within the instructions to pass context information to the agent on a per-call basis, personalizing each interaction. For example, using [Patient Name] will let you provide a different patient name for every call; similarly, you can pass appointment dates, amounts due, invoice numbers, and any other relevant data.

Goals

Every call can have specific goals. A goal lets you collect information from the customer. Use a separate goal each time you need to gather information from the customer that should appear in SIP Caller reports. Goals are optional: for example, if you only need to inform the customer of something without requiring any feedback from them, you can define that behavior through the Instructions in the General tab and leave Goals empty.

For each goal, specify the following:

• Definition: use this text box to define what you want to achieve for this goal. Specify what to ask, what information should be collected, and so on. You can define possible results from a list, or leave the Possible Results list empty to let the AI agent provide any value as the result for this goal. For example, if you're asking for a date, you should leave the Possible Results list empty, as the value could be anything. But when the answer is something like "yes" or "no", you can define what to report to SIP Caller.
• Possible Results: a collection of possible outcomes that the agent can report for this particular goal. Each result has a Value (used to identify the outcome programmatically) and an Explanation (a human-readable explanation of what this outcome means). The result value is recorded in the reports, so you can track the outcome of each individual interaction.

Transfer

You can give the option to the user who answers the call, to transfer the call to a human agent for further processing. In that case, enable the switch from this tab.

• Transfer to Human Agent: toggle this switch to enable or disable the option to transfer the call to a human agent at any point during the conversation. When enabled, the following fields become available:
  • Destination Number: the phone number to transfer the call to when a human agent is requested.
  • Display Text: custom text to show to the human agent who answers the transferred call. Supports static and dynamic parts using variables.
  • Display URL: a custom URL to show to the human agent who answers the transferred call. Supports static and dynamic parts using variables.