Inside the CallBotics Dashboard: Real-Time AI Voice Agent Control | CallBotics

00:00:00:03 - 00:00:06:14 AB Hello, everyone. My name is AB, and I had product and operations. I called. What is, this is a new,

00:00:06:18 - 00:00:07:03 AB video series

00:00:07:03 - 00:00:24:20 AB of that we are starting in this. What I will do is, like, kind of let you experience some of our actual workflows, and actual use cases, and some of our enterprise customers are currently using.

00:00:24:25 - 00:00:28:44 AB run you through the orchestration process, how we are building the agents,

00:00:28:49 - 00:00:35:27 AB how we are, building some of the problems and configuring everything's at run into our portals that all what this platform is then,

00:00:35:42 - 00:00:42:03 AB the end of it and also or if you experienced auto. So I'll talk to the actually AI agent that we built

00:00:42:10 - 00:00:44:23 AB and then you can experience and,

00:00:44:23 - 00:00:47:18 AB see for yourself what the outcome is going to be.

00:00:47:23 - 00:00:51:18 AB Obviously because we are on the street and years I cannot name the client

00:00:51:23 - 00:01:00:23 AB as a disclaimer, what we have done is, anonymized all the client names on the front section in our model training section. So everything is very generic.

00:01:00:28 - 00:01:05:22 AB that is not just the client's name, but also anything related to the use case is also very general.

00:01:05:35 - 00:01:05:55 AB But

00:01:06:10 - 00:01:16:10 AB still get a of a sense of how everything is looking and kind of, understand what the implementation process is and how the agent kind of, react to that particular task,

00:01:16:24 - 00:01:20:12 AB All right. So let us just logging into our portal and let's get started.

00:01:20:17 - 00:01:27:40 AB So here's our console. Log in. Let me just log into it.

00:01:27:45 - 00:01:53:57 AB So this is our this is our call works console simple dashboards. The side of this is all customizable dashboard. The best part is we kind of give this customizable dashboard access to our clients. So based on their reports which is again they can build custom reports. They can actually go ahead and rebuild the custom dashboards. Based on the reports, you can have an, multiple and more campaigns and lot more campaigns.

00:01:54:02 - 00:02:01:20 AB And then if you have like multiple campaigns, so you can kind of select all those campaigns, okay, go see force for this.

00:02:01:25 - 00:02:02:01 AB we have

00:02:02:06 - 00:02:03:06 AB everything that

00:02:03:06 - 00:02:09:48 AB takes, takes the time to do an end to end managed services kind of an implementation as well.

00:02:09:48 - 00:02:33:31 AB There are two models that we kind of help our clients that most of our enterprise customers are, actually, in favor of retaking the end-to-end responsibility. So in that case, we kind of understand their process. They kind of dump all the training materials, retrain the entire agent, and we just give them the outcome. But we can do a self-serve model.

00:02:33:36 - 00:03:04:19 AB This is a mobile platform. So if you look at it, you have all these options over here. You can configure your own LMS. We have some of our intentions of walking that Google open AI floored. Met all the, all the top ones that you can name of. But obviously if you have your own LMS, you can bring it arrow keys and configure you know, and and so there is the transcribers, we have our own, we have our custom as well.

00:03:04:24 - 00:03:25:43 AB We have n number of voices, thousands of dialects and voices we can do globally. Right now we're focused on English and U.S. accents. So you can you can select your own voice from here. You can bring your own voice, or we can configure our own voice. There can be any number of tools that you can do, like different events, different integrations.

00:03:25:49 - 00:03:52:32 AB We can control the integrations that goes from here. And then there's a prompt management section where you can do, create actual prompts, but you can also kind of create the semi prompts as well. Right. Some of the problems are basically the prompts after once everything the call is done and create the world. And then I was seeing that are you know, got some reports that you can kind of, build for yourself.

00:03:52:32 - 00:04:17:00 AB So these are like doing compilation of the reports and also being kind of basic configuration on how these reports should be. We also, by default, provide a 100% QA module in which, you can you can for every campaign that you're building in, you can also be kind of a, Q module, in which you can, define different parameters, give a percentage or two, all the parameters.

00:04:17:00 - 00:04:37:46 AB So every call that goes through the campaign, you kind of you, it automatically gives you the score of that, that as well. So this is a section where you can kind of build back over, at a later stage, maybe in a separate video. I can let you go through everything in very much detail, so you understand how simply you can kind of do it.

00:04:37:51 - 00:04:59:29 AB But at this point, I think, we focus on this use case, that we are looking for our site. Now, just to give you a little bit of background about this slide. They are like, third party outsourcing company for DPS. They work with, some of the biggest DPS in the US. Now the use case was open enrollment.

00:04:59:29 - 00:05:20:32 AB So whenever there is open or closed, when, you know, there's a lot of calls, you know, that kind of happens. The call volume kind of increases during the opening requirement time to kind of five x and x and x. And obviously, this period goes on depending on different lines, but this period goes on somewhere between two months to sometimes 4 or 5 months.

00:05:20:37 - 00:05:44:04 AB Now it is very difficult to kind of hire people. And that was their problem statement. And even if they are able to hire, it is very difficult to kind of train all of them properly. So we kind of did the entire training, within a week's time, they gave us close to 180 documents, which includes included their presentations, the word files, their plan document.

00:05:44:18 - 00:06:10:54 AB It has everything was very structured. But thankfully, we have built a strong model there to help ease all these unstructured data into a very structured, kind of an outcome, which is understandable by, models. And so we are able to convert that into a model training document, and that doesn't work that easy. So, so this is an inbound use case in which, you know, we are calling to kind of check about open enrollment, about their plans.

00:06:10:58 - 00:06:32:42 AB So the agent kind of gives out all the information of all the plans and everything. We've also integrated this with Monday.com, because that is the ticketing tool that our clients are typically using. And so in certain scenarios, the the agent is not able to handle that. It kind of creates a ticket. Information and feeds it.

00:06:32:42 - 00:06:56:32 AB You can see that somebody will reach out to you in the event that the, customer actually wants to speak to a human agent, or they figure out that this is an agent. Funny enough, a lot of times they're actually not able to figure out the agent. But if they are able to figure it out and they say, okay, I want to speak to you, maybe transfer to a human with the context transfer.

00:06:56:35 - 00:07:20:06 AB And we actually kind of integrated with their services when they use, for the cash platform, they use. Five9. So we are actually integrated with the fine line. So whenever a call is transferred, it actually transfers the context. So the agent, wherever they pick up the phone, they are actually able to understand how the call has been done, what all the information is.

00:07:20:06 - 00:07:41:21 AB And then they can pick it, pick up the call like that. So so yeah, that's just an overview of how it is. Let me just quickly, show you that once we configure all of this, we kind of go into the campaign management section, which is our agent studio, and all the magic kind of happens, this is the open enrollment that I kind of built just for this video.

00:07:41:25 - 00:08:00:19 AB For this one specifically, we are using open AI. And for, the problem that we have already figured out, there are multiple problems. So it is very easy, scalable. So they are different. Our different teams are responsible for prompt creation and then different teams are responsible for campaign building. We create from for you.

00:08:00:19 - 00:08:06:22ABOr you can do it yourself. And you just have to select the problem from here. Select the type of campaign it is inbound,

00:08:06:27 - 00:08:11:21AB and anybody that we have, created, we selected the usual message.

00:08:11:21 - 00:08:34:33ABThank you for calling ABC TV benefits, assistance line. 

“My name is Jennie. The name of the agent is Jenny.”

This is the amount of money over here, and I'm here with Jenny. Now, this can be also configured at the prompt level, so you don't have to put it over here. But if you have any problems, it's just an easy way for you to change is very easy.

00:08:34:38 - 00:08:55:55

ABNow the analysis section is from somebody. Then simply for this particular example, if you select it over here and report the name of the report, just build it for this. But then there is an actual report that kind of builds, an additional analytics like it, will you? I never sent you and everything that we kind of made.

00:08:56:00 - 00:09:22:10ABGoing ahead, there are tools and integrations. If there are different tools, obviously we need transcriber and voice. The other voice may be okay using, we are using the volume for this particular use case, but I no voice was required. So we are using that. And then as I said we are integrated with Monday. So this is the ones that we kind of define and we are integrating with Monday.

00:09:22:15 - 00:09:44:23ABFor this, we are keeping the recordings on, but we have an option to kind of like transfer for this one for this demo and ordinary life transfer. But we can do a blind and warm transfer. Board of line will be a straight line transfer along. It's usually a three way, or transfer that happens. B and C if you want and never be tired or never.

00:09:44:30 - 00:09:53:59 AB Thank you. You can do A, B, and C, so the system will automatically disconnect that all. Sometimes we know that information or receipt is for their

00:09:54:04 - 00:10:06:38 AB so retention policy we can actually define how many days are we want to retain the logs in recordings. Even if you are putting the recording as month, you can also be on that. Logs automatically.

00:10:06:38 - 00:10:35:30 AB So you can define the number of days over here. And the logs will completely separate. And we, we cater to a lot of healthcare and legal customers. So highly regulated industries, they actually want zero data attention. So we kind of just do it for for, you know, getting the outcome as required. Once we push the outcome and everything into their system, we validated, that idea is not specific to this one is or I won't use case.

00:10:35:30 - 00:11:01:46 AB I let you know. Log in and we will pull it out. Right. So so yeah. So this is this is the campaign that has already been set up, already kind of shaded that, let me just now go back to it. All right. So now let me, like I told you, this quick overview of the overall campaign, because this is the first time that we are doing it.

00:11:01:50 - 00:11:22:59 AB This is how this is built. Very easy to do. Obviously, I'm sure all of you know brand engineering, so I don't have to go to the in-depth or from the engineering. Obviously, we have a part engineering team and they are able to create some good from to make it sound more natural, and effective. But I'm sure you guys have your own drinks, so I leave you to that.

00:11:22:59 - 00:11:46:20 AB And, so that is how we create problems based on our model. That gives us a very structured training. Document now. So let's let's experience it. Starting to experience the age, and then you just kind of consider, let me just so, let me just all the aging directly and then we can we

00:11:46:25 - 00:12:01:50 Jenny Thank you for calling ABC CV benefit assistance line. My name is Jenny. This call is recorded for training and calling purposes. May I have your full name, please?

AB My name is David Schmidt.

00:12:01:55 - 00:12:10:56 Jenny And your callback number, please?

AB My callback number is 12312312 people.

00:12:11:01 - 00:12:31:22 Jenny Thank you. How may I help you today, David?

AB Well, I actually got an email, stating that I have to complete open enrollment. I've not done it yet. I was just trying to figure out what are the benefits on my plans, if there is any other plans that I can go through. So just trying to evaluate all of that.

00:12:31:26 - 00:12:57:45 Jenny Thanks for letting me know. How can I do the right information? Can you please tell me which counties live in this will help you confirm your benefits, eligibility and available plans.

AB I live in the New York City.

Jenny Great. Thanks for sharing that. Since you live in New York City, you're automatically eligible for a base health care plan, which covers preventive care only.

00:12:57:45 - 00:13:19:58 Jenny And you also get CB card benefits to help with medical expenses. Now, could you tell me how many hours per week you usually work? This will help you see if you're also eligible for the Advanced Benefits Plan, which provides more coverage for the base plan.

AB Okay, so, I work around around 40 hours a week.

00:13:20:02 - 00:13:43:46 Jenny Thanks, David. Since you work about 40 hours per week, you do meet the eligibility for the Advanced Benefits Plan, which is a more comprehensive coverage. To enroll the advanced benefits, you'll need to complete the election form during open enrollment.

AB This is likely what the email was about. If you don't complete the enrollment you'll remain in, they have a bit more about the key card that you were just mentioning.

00:13:43:46 - 00:13:49:47 AB I'm a little confused about this EDI card. What is the A2?

00:13:49:52 - 00:14:19:01 Jenny Absolutely. I think you might need the CB card. So just to clarify, the CB card is a master card that's provided to eligible employee in New York City and a few surrounding counties. It's funded by your employer, and each month, money is added to your CB card based on how many hours you work. You can use these funds, for things like medical expenses, dental or vision care, prescriptions, transit, parking, or even work related.

00:14:19:01 - 00:14:33:08 AB So from bills up to certain limits for each category. Okay okay, so good job. But can I, can I use it for my personal telephone bills as well.

00:14:33:13 - 00:14:55:16 Jenny No problem. That's a good question. So you can use your CB card for your cell phone bills, but only if you set aside funds for that expense during your open enrollment period. If you didn't choose to allocate any funds for cell phone bills when enrolling, your money will automatically go to medical expenses and STAT, and it won't be available for phone bills.

00:14:55:21 - 00:15:17:38 AB Okay, have you already completed your open enrollment and made those allocations, or are you still in process? No, I'm still evaluating. I've not done the government yet. How do I actually do that?

Sure. No worries. To start your open enrollment, you'll need to log in to your member portal. The website for that is members dot callbotics dot.

00:15:18:25 - 00:15:41:07 Jenny Once you're on the website, look for a new register, a new user option. It's right below where you normally enter a password. And small blueprint. Go ahead and click on Register New User. Let me know when you see that and I'll walk you through the next step.

AB Yeah, I see that. Absolutely. I clicked on it, but now.

00:15:41:12 - 00:16:03:42 Jenny Great. Now you'll see a screen asking for your email or phone number. To generate a verification code, please enter your email or phone number there and then wait a moment. You should receive a code. Oh, we know once you get that code.

AB Let me let me put my cell phone number. I did, of course.

00:16:03:42 - 00:16:07:04 Jenny Go ahead and enter your.

00:16:07:09 - 00:16:25:24 Jenny Perfect. You should be receiving a verification code by text message. Once you get that code, just enter it on the website. I know when you enter the code and I'll guide you through the next step.

AB I actually did not receive the board. I entered my assessment number, but I did not receive the code.

00:16:25:29 - 00:16:45:57 Unknown Oh Sometimes there can be a little delay because you double check to make sure your phone number was entered correctly and that you have good signal if everything looks okay, we should try refining the code once more. Let me know if you see a refund code option on our page.

AB Yeah. So you know what? I just received the code that way.

00:16:46:02 - 00:17:03:19 AB Let me just put that code.

Jenny Awesome. What I can through. Go ahead and enter the code. And once you've done that, let me know. Then I'll guide you to what's next.

AB Yeah, I think it's done.

00:17:03:24 - 00:17:23:39 Jenny Perfect. Now you should see a screen asking for some additional details. Usually your email address and the last four digits of your Social Security number. For verification. Please enter those.

AB Lady. Now we're ready for the security number. All that.

00:17:23:44 - 00:17:47:30 Jenny That's a really good question. Your Social Security number is used here just to verify your identity and ensure that we can access your personal benefits information. Only the last four digits are needed at the step, not the phone number. This helps keep your account information secure as I help explain it. Okay, let me know if you're comfortable proceeding or if you have any other concerns.

00:17:47:37 - 00:18:08:03 AB No, I think that's okay. I think I'm facing some technical problems with this particular, login and everything. We will kind of, maybe get in, get me in touch with the tech support team or let the tech support me, call you back or something like this. All.

00:18:08:08 - 00:18:26:36 Jenny Absolutely. I can help with that. Let me just click a few details and I'll create a ticket for the technical team. Can look into it and reach out to you if needed. Can you confirm your date of birth, please?

AB Yeah. It's 26 Jan 1994.

00:18:26:41 - 00:18:36:57 Jenny Thank you. Could you please confirm the last four digits of your Social Security number as well?

AB Yeah. This 4451.

00:18:37:02 - 00:18:51:28 Jenny Thanks. And just double check your full name is David Smith, and your callback number is one, 231231234. Is that correct?

AB Yeah, absolutely.

00:18:51:33 - 00:19:13:26 Jenny Great. And just one last thing. Can you briefly describe the technical problem you're facing? For example, are you seeing an error message or is the website not responding after you enter your details?

AB Like I said, it's okay. It's fine. I logged into it, but I think it is not going to the next step. It is telling me, 404 error.

00:19:13:30 - 00:19:36:55 Jenny Thank you for explaining that. So you were able to log in, but when you try to move to the next step, you're seeing 404. I'll include this information when creating your tech support ticket. The technical team will review your case and reach out if they need anything further. Is there anything else I can help you with today regarding your benefits for the portal?

00:19:37:00 - 00:19:45:41 Jenny No, I think, that's what it is, that kind of, that is what I, what I needed for today.

00:19:45:45 - 00:19:54:59 Jenny All right. Was this information provided helpful?

AB Yeah. It was. Thanks so much.

00:19:55:03 - 00:19:59:11 Jenny You're very welcome. You're wonderful. Day ahead.

00:19:59:16 - 00:20:18:08 AB All right. That was about right. So pretty intense. And what I did was three stages to the call. One was one one asking what questions it verified, that it's all game. And based on that, it it provided information there. Different information for different companies. Now, based on that information, I kind of, you check if you have.

00:20:18:08 - 00:20:41:49 AB No, no, no, I said no. Then it kind of navigated me to the website. Once I was on the website, it kind of gave me the steps. I was able to log in, but if you are not able to log in, then I will see, because I wanted to create a ticket, I actually asked it to kind of, I'm facing some technical difficulty that is very created on monday.com there.

00:20:41:54 - 00:20:47:18 AB So let's let's see is, how the outcome kind of looks like.

00:20:47:30 - 00:21:07:19 AB let me show you the configuration that we did with Monday. So this is Monday.com. And this is my board that all the tickets are kind of being created. This is actually the logging of this line. This is not the log. Another type of flag kind of manages all the the from a log like this.

00:21:07:24 - 00:21:14:14 AB And here is our ticket. There it was created. These are the details. And I gave it to the board.

00:21:14:19 - 00:21:32:40 AB All right. So here we go to the report logs. And this is how the report the output and kind of look at we can we by default kind of you know maintain the sentiment of each of the goals. So this is all positive sentiment because everything is okay. Let me kind of click on this.

00:21:32:40 - 00:21:57:15 AB This is how it shows you show you the actual recording of the column. I mean, just we can display over here. This shows all the details about all and, the overall, you know, connection and third party connection and everything. This is the summary. This is the summary of the call and the actual transcript. We can go through line by line or transcripts.

00:21:57:20 - 00:22:02:22 AB And here is the keyword report that I don't have. Oh, so basically whatever

00:22:02:22 - 00:22:15:23 AB this is the Q that, like I told you, whatever platform you kind of set up for each of the content to show you as percentage, like, or you can see this show, there's a 95% call

00:22:15:36 - 00:22:19:21 AB yeah. So this is overall how we kind of do it.

00:22:19:26 - 00:22:39:28 AB I'll just share a few stats that you of any event like that this the first week, I was able to handle around 30% of the calls straight out of that, I think process ended. And then I think we kind of peaked few things. Few things very did not needed the counselor, a few things.

00:22:39:28 - 00:23:03:25 AB We had answers for that with more crisp. We kind of did that. And I think, then within one would need to be able to kind of solve around 75% of the cases, that I was actually solving in the I, which, I did not happy to answer it, for the other 25% would actually translate into human agents on the creating a ticket all this way.

00:23:03:30 - 00:23:22:43 AB So this was like one of our most successful, use cases, in which case I was like 75% of the cases. And once this entire stream was done, now, whatever a volume comes in, I'm just have to configure it to give it, conferences like that. Yeah. Expecting. And it starts. So,

00:23:22:48 - 00:42:33:43 AB that's off of my side for today's video. I keep coming back to you with new, latest, different kind of use cases from different industries each time. Hope you like all our implementations and outcome of AI. Voice agent. This is me, AB. Signing off and lights likely to get by.