Livechat Bot

[Bartosz N]

Hello,
is there any chat bot for 3cx? I'd like the client to be able to tell us what they're contacting about, so we can direct the message to a specific department (queue) - I'd like it to be some kind of IVR.

For example - the customer enters his name and the chat opens:
Chat Bot asks: Good morning, please select a conversation topic

- New agreement
- Extension of an existing contract

The customer selects "New contract" and the chat is directed to the X queue for people who deal with new contracts.

Thank you in advance for answers

 

[Guillaume Bourgeois]

Hello,
is there any chat bot for 3cx? I'd like the client to be able to tell us what they're contacting about, so we can direct the message to a specific department (queue) - I'd like it to be some kind of IVR.

For example - the customer enters his name and the chat opens:
Chat Bot asks: Good morning, please select a conversation topic

- New agreement
- Extension of an existing contract

The customer selects "New contract" and the chat is directed to the X queue for people who deal with new contracts.

Thank you in advance for answers

Not available in 3CX.

Maybe, in the future ?
https://www.3cx.com/community/threads/human-handover-from-chatbot.118095/post-547805

 

[VoIPTools]

Are you looking for voice recognition? It is possible with a Call Flow Designer application, but the ability to recognize what people are saying is.... less than perfect.

 

[Bartosz N]

Yes, I am also looking for voice recognition. I've seen it is possible with the CFD app but haven't tried it yet. I was looking for a guide or something but haven't found one yet.

 

[Guillaume Bourgeois]

Yes, I am also looking for voice recognition. I've seen it is possible with the CFD app but haven't tried it yet. I was looking for a guide or something but haven't found one yet.

We have done this for a few of our clients.
It's still surprising, it's going quite well!

It works by "score" principle.. so when the "Caller" says the name of the person they want to talk to, google speech-to-text compares with the list of user names already present in 3CX and based on defined conditions (minimum score) , .
it returns "true" and routes to the next condition .. (ask the "Caller" to specify their choice)

Example ;
Several matches found, please specify your choice:

For Guillaume Bourgeois, said or press 1 .
For Guillaume Bergerons, said or press 2 .

We spent several hours on this but the result is impressive.