Artificial Intelligence Live Transfers

Any and all non-support discussions

Moderators: gerski, enjay, williamconley, Op3r, Staydog, gardo, mflorell, MJCoate, mcargile, Kumba, Michael_N

Artificial Intelligence Live Transfers

Postby thephaseusa » Thu Jan 04, 2018 3:51 pm

Version: 2.14b0.5
SVN Version: 2872
DB Schema Version: 1527
ViciBox v.7.0.4| Asterisk 11.25.1-vici |
4 Box Cluster of 1 Database, 1 Asterisk, 1 Web, & 1 Archive Server.
Fundraising Call Center

Hi,

I’m sorry if this is off topic. I saw an ad today with this title and it looks similar to what some companies in the PI are doing with Vicidial using soundboards and audio files played by agents who never speak themselves. Here is part of the ad/email I got:

Here are some of the MAJOR benefits to using our A.I. Transfer agents for your call center:

No hot keys, no agents, no avatars! You get perfectly pitched, highly qualified transfers every single time, and that’s all you pay for.
Not only does our AI program get the prospect HOT and QUALIFIED for your closers, but it actually gets smarter with each call so the transfer quality will IMPROVE over time!
You control the data, call location, and speed of the transfers. Just plug it into our system and LET IT RUN!
We’re seeing 1 in 7 closing in our own call center and in the testing phase of allowing them to close their own deals!

Now if this is soundboards and audio snippets it’s not new. But is IVR technology advanced to the point where software could handle a call without human aid? And, lets say, make sure someone answers the phone, pitch them, rebut on a decline, recognize a yes and tell the customer to please hold for a verifier?

John Merritt
thephaseusa
 
Posts: 345
Joined: Tue May 16, 2017 2:23 pm

Re: Artificial Intelligence Live Transfers

Postby thephaseusa » Thu Jan 04, 2018 7:31 pm

Version: 2.14b0.5
SVN Version: 2872
DB Schema Version: 1527
ViciBox v.7.0.4| Asterisk 11.25.1-vici |
4 Box Cluster of 1 Database, 1 Asterisk, 1 Web, & 1 Archive Server.
Fundraising Call Center

Could Amazon’s Alexa Voice Service be integrated or implemented in Vicidial? Or has someone done it, or is it being worked on now? Or another voice recognition program?

John
thephaseusa
 
Posts: 345
Joined: Tue May 16, 2017 2:23 pm

Re: Artificial Intelligence Live Transfers

Postby mflorell » Fri Jan 05, 2018 3:03 pm

Amazon's cloud voice recognition services are locked down to people using their call center services only, and there are very limited outbound options on their service.
mflorell
Site Admin
 
Posts: 17848
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: Artificial Intelligence Live Transfers

Postby thephaseusa » Sat Jan 06, 2018 2:26 pm

One of my agents said something funny when I brought this subject up the other day. He said some day we might end up with robots talking robots on telemarketing calls)) our robots make the calls, customers robots answer the calls)))

I noticed that already too about amazon. I looked at their “online call center” set up. Virtually no features at all.

Matt how far away are we from using voice recognition in phone calls?

John
thephaseusa
 
Posts: 345
Joined: Tue May 16, 2017 2:23 pm

Re: Artificial Intelligence Live Transfers

Postby mflorell » Sat Jan 06, 2018 4:12 pm

The speech recognition technology is already there for AI phone agents, but the call volume is the issue. Both Amazon and Google have very accurate and fast speech recognition engines that are offered as cloud services, but doing mass-calling with them is either impossible or impractical at this time. With Amazon, they limit usage to only their cloud call center services. For Google, it is available through an API as a beta service, but you can only use it on through Google cloud servers that you have to lease, and because it's a beta service they can shut you down any time they want if they don't like the kind of analysis you are doing with it.
mflorell
Site Admin
 
Posts: 17848
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: Artificial Intelligence Live Transfers

Postby carpenox » Fri Jan 29, 2021 4:44 pm

Possible revisit on this with todays technology?
Leap 15.3 | Version: 2.14-829a | BUILD: 210911-1958| SVN Version: 3520 | DB Schema Version: 1645 | Asterisk 16.20.0-vici
www.CyburDial.net -:- 844-PC-SATA-2 -:- My Blog: http://vicidial.blog -:- Whatsapp: +19549477572 -:- Skype: live:carpenox_3
carpenox
 
Posts: 1575
Joined: Wed Apr 08, 2020 2:02 am
Location: Coral Springs, FL

Re: Artificial Intelligence Live Transfers

Postby mflorell » Fri Jan 29, 2021 9:02 pm

We have several clients that have tried some kind of AI agents in production in one form or another. Here are some notes from observing these projects:
- Some of these AI Agent services don't work, at all. From accuracy and technical issues to capacity problems, most of our clients that have tried AI agents stopped using them after a month or two.
- The ones that do work are usually only as a fronter role, transferring to human agents after a short pre-qualification call with only one or two questions.
- It can take MONTHS to set these AI agents up to work properly, from training them to configuring as many response options as possible can take a long time to do, and you have to constantly monitor things to make changes as time goes on to keep it working right, and you have to do this for every different role/campaign that you use them for.

In summary, AI Agents aren't easy to set up, they don't work for all agent roles, and they require constant monitoring. But they can work if built and managed properly. One of our larger clients uses AI Agents as fronters, and they have been using them on multiple campaigns for over 4 years now with good results. Their tech was built and customized within their own company without outside Speech-Recognition services(which can get VERY expensive).
mflorell
Site Admin
 
Posts: 17848
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: Artificial Intelligence Live Transfers

Postby carpenox » Sat Jan 30, 2021 1:36 am

Well I was thinking on a lower end scale, like for Automated TPV where it could recognize a response and/or record responses as well as except call menu type building(4 lack of better term) to provide a built-in verification system. Basically voice recognition
Leap 15.3 | Version: 2.14-829a | BUILD: 210911-1958| SVN Version: 3520 | DB Schema Version: 1645 | Asterisk 16.20.0-vici
www.CyburDial.net -:- 844-PC-SATA-2 -:- My Blog: http://vicidial.blog -:- Whatsapp: +19549477572 -:- Skype: live:carpenox_3
carpenox
 
Posts: 1575
Joined: Wed Apr 08, 2020 2:02 am
Location: Coral Springs, FL

Re: Artificial Intelligence Live Transfers

Postby mflorell » Mon Feb 01, 2021 9:08 am

That should be fairly easy to build, all of the tools are there, and we even have a framework for a very old version of that in the "agi-IVR_recording_verification.agi" script which I wrote back in 2007. With some small changes it should be able to sense when people stop talking after one prompt and automatically move on to the next prompt.
mflorell
Site Admin
 
Posts: 17848
Joined: Wed Jun 07, 2006 2:45 pm
Location: Florida

Re: Artificial Intelligence Live Transfers

Postby carpenox » Mon Feb 01, 2021 10:02 am

Awesome, I will check into that, Thank you.
Leap 15.3 | Version: 2.14-829a | BUILD: 210911-1958| SVN Version: 3520 | DB Schema Version: 1645 | Asterisk 16.20.0-vici
www.CyburDial.net -:- 844-PC-SATA-2 -:- My Blog: http://vicidial.blog -:- Whatsapp: +19549477572 -:- Skype: live:carpenox_3
carpenox
 
Posts: 1575
Joined: Wed Apr 08, 2020 2:02 am
Location: Coral Springs, FL

Re: Artificial Intelligence Live Transfers

Postby Cyberwolf2 » Thu Jul 08, 2021 12:25 am

I keep thinking of this from Kitboga

https://www.youtube.com/watch?v=coNjpBa5m1E&t=2s

I'd pay for the tech and I bet a lot of others would too. :D

So bump!
Install from scratch
Asterisk PBX 13.29.2 built by root
Vicidial: VERSION: 2.14-675a BUILD: 180520-1749
Cent OS 7, Google Cloud VM, e2-medium (2 vCPUs, 4 GB memory), Intel Broadwell
VOIP Provider: Skyetel
Cyberwolf2
 
Posts: 11
Joined: Mon May 10, 2021 7:59 pm

Re: Artificial Intelligence Live Transfers

Postby carpenox » Wed Jul 14, 2021 1:09 pm

yea thats pretty sick, i wonder if the code is open source anywhere
Leap 15.3 | Version: 2.14-829a | BUILD: 210911-1958| SVN Version: 3520 | DB Schema Version: 1645 | Asterisk 16.20.0-vici
www.CyburDial.net -:- 844-PC-SATA-2 -:- My Blog: http://vicidial.blog -:- Whatsapp: +19549477572 -:- Skype: live:carpenox_3
carpenox
 
Posts: 1575
Joined: Wed Apr 08, 2020 2:02 am
Location: Coral Springs, FL

Re: Artificial Intelligence Live Transfers

Postby Cyberwolf2 » Sun Jul 18, 2021 6:40 pm

Reddit user: u/abk-16 apparently is the mastermind behind Kitboga’s AI.
Documenting here. I tried getting a hold of him… no dice

In one of the videos kitboga explains how it all running in python with multiple concurrent threads. One listening, another deciphering intention and the main thread.

I’m willing to pay for it. ATT is already using this technology to sell more Direct TV by cold calling.

What would it take to get this done? Should I make another thread in the projects sub forum?
Install from scratch
Asterisk PBX 13.29.2 built by root
Vicidial: VERSION: 2.14-675a BUILD: 180520-1749
Cent OS 7, Google Cloud VM, e2-medium (2 vCPUs, 4 GB memory), Intel Broadwell
VOIP Provider: Skyetel
Cyberwolf2
 
Posts: 11
Joined: Mon May 10, 2021 7:59 pm

Re: Artificial Intelligence Live Transfers

Postby carpenox » Mon Jul 19, 2021 1:41 pm

yea thats probably your best bet
Leap 15.3 | Version: 2.14-829a | BUILD: 210911-1958| SVN Version: 3520 | DB Schema Version: 1645 | Asterisk 16.20.0-vici
www.CyburDial.net -:- 844-PC-SATA-2 -:- My Blog: http://vicidial.blog -:- Whatsapp: +19549477572 -:- Skype: live:carpenox_3
carpenox
 
Posts: 1575
Joined: Wed Apr 08, 2020 2:02 am
Location: Coral Springs, FL

Re: Artificial Intelligence Live Transfers

Postby Acidshock » Thu Jul 22, 2021 4:44 pm

VERSION: 2.14-698a | BUILD: 190207-2301 | Asterisk:13.24.1-vici | Vicibox 8.1.2
Acidshock
 
Posts: 413
Joined: Wed Mar 03, 2010 3:19 pm


Return to General Discussion

Who is online

Users browsing this forum: No registered users and 34 guests