Voice Gateway

Voice Gateway is an artificial intelligence-based solution for deploying voice agents that automate telephone conversations. It connects these agents to contact centers and offers voice services such as phone calls, virtual assistants and smart speakers.

It includes features such as speech recognition, natural language understanding, dialogue management, text-to-speech and speech-to-text conversion. This component must be installed together with the core platform and cannot be used independently. To activate it, it is necessary to contact the relevant technical support.

Voice Gateway Integration with Virtual Assistants

Syntphony CAI enables seamless integration of virtual assistants into any contact center and telephony platform via VoIP telephony. Using our SBC (Session Border Controller) infrastructure, we provide SIP capabilities, allowing direct call reception from payphones, communications from service distributors, and offering SIP trunks.

We utilize STT/TTS technology through IBM Watson and Microsoft, offering extensive flexibility in language understanding and voice accent customization. All conversations are indexed, enabling text and metadata searches for easy access, replay, and review of calls.

There are different integration scenarios, but for the sake of simplicity we detail the two most general ones:

Integration via CPaaS

1. The call is received by the contact center platform (like Genesys Cloud or Amazon Connect).

2. Depending on the use cases, calls can be transferred to Syntphony CAI via the Voice Gateway using SIP.

3. Syntphony CAI handles the call using a virtual agent using STT to voice conversion and TTS to generate responses.

4. Syntphony CAI uses NLU to understand natural language.

5. If the call is resolved, Syntphony CAI hangs up. Otherwise, Syntphony CAI can transfer the call back to the contact center.

6. Syntphony CAI leaves the call.

Direct call to Syntphony CAI

1. The Voice Gateway manages the reception of all calls which are referred by the telephone provider/Carrier to our SIP Trunk.

2. Syntphony CAI makes the first attempt of resolution via a virtual agent using STT/TTS and NLP to interact with the customer.

3. In the case it is necessary for an agent handover, Syntphony CAI can transfer the call to the Contact Centre agent's pool.

4. Syntphony CAI leaves the call (with an SIP Blind Transfer) or can stay connected (with an SIP Transfer).