Voice+ application

From start to finish, set up a multimodal Voice+ experience with NLX

What's a Voice+ application?

Voice+ involves enriched multimodal experiences that pair voice prompts with visual assets from web, mobile, or IoT interfaces. Voice + experiences synchronize an AI assistant's voice messaging to the planned progression of steps customers take to complete a task online.

A customer calls a phone number
Your conversational AI assistant greets the customer and asks, “How may I help you?”
The customer's query is matched to an applicable intent
An SMS containing a link to your web/mobile/IoT asset is texted to the customer
From there, the AI assistant guides the customer in real-time through the series of onscreen steps until the customer's need has been met

Watch a Voice+ experience in action:

Want to see more? View the NLX showcase

Checklist

You'll complete the following to successfully launch your Voice+ application:

Integrate NLP + voice channel
Create a Voice+ script
Construct an intent flow with a Voice+ node
Deploy Voice+ & install SDK
Set up application, build, & deploy

You may add the following to an existing voice assistant in your workspace, if desired.

Pre-setup: Integrations

Est. time to complete: ~5 minutes

A one-time integration of a Natural Language Processing (NLP) engine must be completed in your workspace:

Steps for NLP integration

A one-time integration of a voice-enabled communication channel must be completed in your workspace:

A one-time set up of an Action that sends an SMS:

Create a SendSMS Action
- Be sure your Action has the following properties defined in the Request model schema:
  - Message (string)
  - PhoneNumber (string)
  - URL (string)

Step 1: Create a Voice+ script

Est. time to complete: ~10 minutes

Voice+ experiences pair voice prompts from an AI assistant to a digital asset (website, mobile app, etc.) to help guide users through a self-service task. Begin by identifying the elements from your digital asset that need to be mapped to a voice line (pages, buttons, etc.)

Select Resources in your workspace menu > Choose Voice+
Select New script option > Name your Voice+ experience
Click Save
Click + Add step > Enter the AI's voice line in the message field*
Repeat for each step
On the final step of your Voice+ script, enable the Action toggle
- End: Terminates the phone call after the AI assistant delivers the voice step
- Continue: Proceeds from the Continue edge of the Voice+ node in your intent flow (see Step 2)
Click Save
Download your steps to a .csv or .json file using the Download link

Step 2: Create a Voice+ flow

Est. time to complete: ~5 minutes

As all Voice+ experiences begin with a traditional voice experience (IVR), you'll construct an intent workflow that sends the SMS containing a link to your digital asset and initiates Voice+ mode:

Select Intents in your workspace menu > Create a new intent and set the flow to a voice channel you integrated in your workspace
Add training phrases to your AI assistant to match the user's intent, or enable Skip training setting on the intent's Settings tab if your application only automates this task
After adding a greeting with a Basic node to the Canvas, place an Action node that will send the SMS link (requires an API that sends SMS be previously set up under Actions in your workspace). At a minimum, be sure your Action's Request model has at least two properties 1) Phone number, 2) URL
Within your intent flow, select the Action node > Use the system variable {system.userId}for the Phone number field of your payload on the Action node's side panel
In your Action's URL payload field, enter your URL followed by the query parameter ?cid={system.conversationId}
Place and link a Basic node after the Action to indicate a text was successfully sent to the user
From the Basic node, place and link to a Voice+ node > Click Save

Step 3: Deploy & install SDK

Est. time to complete: ~10 minutes

You'll need to install NLX's Voice+ SDK to each screen of your digital asset so applicable API calls can be made to trigger voice lines where you've defined them:

Select Resources in your workspace menu > Choose Voice+
Choose your Voice+ script completed in Step 1 > Click Deployment tab of your Voice+
Choose Review & build > Click Create build
After a successful build, select Deploy from the Production column > Click Create deployment
Select Details link next to the Deployed status > Under Setup instructions, click Open Voice+ configurator
API key: You may auto-generate an API key under the Voice+ script's Settings tab, Save, and then enter it in the configurator's field
Conversation ID: Dynamically generated for each conversation session with a user by NLX, you may parse the ID from the user's URL path. Sample code: https://developer.mozilla.org/en-US/docs/Web/API/URLSearchParams/get#examples
Install code snippet with applicable step IDs (downloaded in Step 1) to each page of your frontend

To avoid CORS errors, make sure to whitelist your URL domain(s) in the Voice+ script's Settings.

Step 4: Set up application & deploy

Est. time to complete: ~5 minutes

Now you'll create the conversational AI application users will interface with. This step involves attaching all intent workflows you want your application to access, defining flows to handle certain behaviors, setting up the voice channel your application supports, and deploying.

Select Applications from workspace menu > Choose New application
Enter a descriptive name > Click Save
Click Intents tab of application > Select + Add intents > Attach the intent containing the Voice+ workflow from Step 2
Select Default behaviors, assign an intent to the Welcome behavior (if you intend for your Voice+ flow to be the only intent your application handles, then assign to the Welcome behavior)
Select Channels tab of application > Expand the voice channel your application will support (e.g., Amazon Connect, Amazon Chime SDK, etc.). Be sure this is the same channel set on your intent flow(s) attached to the application, or add the channel to your intent flows > Click + Create channel
Enter required details for voice > Click Create channel > Click Save
Click Deployment tab of application > Select Create or Review & build
Wait for validation to complete > Select Create build*
When satisfied with a successful build, click Deploy

Last updated 8 days ago