An assist bot listens to a live conversation between a customer and a human agent, receives the transcript, and acts on it — showing the agent an answer, summarising the call afterwards, or watching for keywords. Depending on the mode it runs in, it can also speak on the call.
How you connect it depends on whether the calls already pass through Live Hub. If they do, you need an assist bot and a routing rule. If your own phone system handles the calls, you also need a SIP connection carrying SIPREC, so that your system can fork the audio to Live Hub.
First, define the assist bot
Both setups start here.
Open Bot connections
In the Navigation pane, select Bot connections.
Start an assist bot connection
Click Add new assist bot connection.
Choose the framework
Select a bot framework, and then follow the steps for it.
If Live Hub already routes the calls
Live Hub is already in the call, so there is no SIPREC connection to make. Attach the bot to the routing rule that handles the call.
Open the routing rule
Create or edit the routing rule that handles the call.
Add the bot as a service
Under Services, select Agent assist bot, and then select your assist bot.
If your own phone system handles the calls
The call never reaches Live Hub on its own, so your phone system forks the audio to it over SIPREC. Live Hub acts as the SIPREC server, and your phone system as the client. Define the assist bot first, as above, and then:
Create the SIP connection
Define the SIP connection that carries the SIPREC session.
Create a routing rule joining the two
In the Navigation pane, select Routing, and then open the Routing Rules tab.
Click Add new routing rule.
From the 'Live Hub region' drop-down list, select the region your Live Hub voice infrastructure runs in.
Under Origin, from the 'Type' drop-down list, select Call.
From the 'Call origin' drop-down list, select the SIP connection.
Under Route to, from the 'Call destination' drop-down list, select the assist bot.
Click Create.
Happy Managing! 🧾💼
Warm regards,
The Live Hub Team 🚀