Introduction

Voicebots enable automated, voice-based interaction with callers and extend the Contact Center with intelligent, self-service capabilities. They can answer calls, guide callers through menus, collect information, and trigger actions without requiring an agent. This reduces agent workload, shortens waiting times, and ensures consistent handling of recurring requests, while still allowing seamless handover to an agent when required.

Unlike other voicebot solutions where an external phone number is provisioned for the voicebot and calls are then forwarded to it, our voicebot processes the call entirely within the Contact Center queue. This ensures that call control remains within the queue, allowing the current state of the voicebot interaction to be visible and controllable at all times.

Features

Installation

Kimiko-Backend

To set up the voicebot, the 3iMedia Kimiko backend is required. It is typically deployed on a separate virtual machine and connects to common AI speech models, for example via Microsoft Azure. The voicebot logic is configured and deployed through the admin interface.

Add voicebot device

Integration into the Contact Center is then performed, as usual, in just a few steps via the Devices section. Switch to the Devices tab and select Add voicebot to open the voicebot configuration dialog.

Voicebot Settings

Enter the provided backend-settings and click create to add the voicebot

Queue configuration

The following section describes how the voicebot is integrated into a queue and which control options are available as a result.

Voicebot As Welcome Announcement

If the voicebot is intended to take over full call control, it can be used like a welcome announcement. It can be configured as the only entry in the list or combined with other welcome announcements that are played before or after the voicebot.

In this way, the voicebot can also be temporarily disabled very easily by clicking the voicebot icon.

Voicebot in Office Hours

The voicebot can be integrated as an action within the business hours configuration. In this scenario, a dedicated voicebot can be used that is specifically tailored to handle calls outside business hours and on holidays. Alternatively, the same voicebot as described above can be used. In that case, the voicebot is able to detect that the call was received outside business hours. Connecting the call to an agent is not possible in this scenario.

Voicebot in IVR menu

If the caller should decide themselves when to connect to the voicebot, the voicebot can be integrated into a selection menu. The selection menu can be presented as usual at the beginning of the call or repeatedly during the call.

Voicebot in Overflow

As an additional option, the voicebot can be integrated into the overflow configuration. This allows the voicebot to handle calls and relieve agents when defined thresholds are reached.

Caller call control

During voicebot interaction, the following DTMF inputs are available to the caller

Agent playback control

During playback the following DTMF inputs are available

Licensing

Links