Outbound call With existing Automation Flow

XO Platform
1

Hi Team , I’m new to Kore.ai and would really like to know if Kore.ai XO platform has this (any of the) features below mentioned.

  1. Call customers when a particular event is triggered
  2. Perform an Automated workflow which has GenAi capabilities which interacts with the customers and understands the needs and relevant information and then finds it from connected database
  3. Handling the call upto a point where the Knowledge base is not enough to answer , and after exceeding that giving an option to handing over the call to a physical agent of ours

Can i achieve this using kore ai XO platform or any product of Kore.ai ?

Thanks in Advance!!

2

The XO platform can perform automated workflows with GenAI. Steps within the workflows can read and write to a connected database. The ability to initiate an outbound call from a list (campaign) and connect to a conversational bot is supported as a standard feature in XO version 11. Unfortunately, version 10 does not have the same capability. The 10 platform requires a third-party dialer to initiate the outbound call and then invite the bot into the conversation.

I know some users have tried to initiate an outbound call from a step inside a workflow, but this does not work for most applications. I wouldn’t waste time on it.

Hope this helps…good luck.

3

So XO platform cant be used for customized outbound calls when a trigger occurs ? like something happened and it triggers an automatic call to a particular person /payor and then performs a flow . That cant be achieved through Kore.ai XO platform ?
Thanks for your reply…

4

Yes, it is possible to trigger an outbound call from a dialog flow. You can create a service node and configure it to use the outbound call API to initiate a call. The API can trigger a different bot or another instance of the same bot. I’ve seen this work in a test environment, but there are limitations…specifically around the data you can pass from the initiating bot to the outbound bot. In your scenario, there is no recommended way (in a production environment) to pass variables from one bot session to a different session.

For example, if bot 1 receives a notification that “Robert’s prescription is ready”, it can trigger bot 2 to call Robert at a specific number (as defined in the service node / API config). However, you can’t pass entity values to bot 2 through the API, so it would not be able to say “Hello Robert, your prescription is ready”. It could only say something like “This is the pharmacy and your prescription is ready”. It is possible to do but may not provide a good experience.

Best practice (IMHO) is to capture the trigger event in a bot that then writes all the relevant variables to a csv file that can be read by the XO dialer. The dialer will call the number and connect to a bot that can read the details in the ‘campaign’ csv and interact with the called party. Using standard dialer controls will help keep you out of trouble with the FCC. Campaigns provide TOD management and track the number of calls to a single number.

So…yes, you can make a call from a bot, but you need to think about the implications of your solution in a production environment.

Good luck!