WEBVTT 00:00.160 --> 00:07.720 Today I'm going to show you how to build an AI voice agent using N810 and retail AI to automate phone 00:07.720 --> 00:12.240 calls for appointment booking, lead generation and customer support. 00:12.800 --> 00:18.320 When a potential customer fills out a form on your website, they're already interested. 00:18.720 --> 00:25.000 But if you don't reach out quickly, there's a high chance they'll go to your competition. 00:25.720 --> 00:33.040 Studies show that responding within the first five minutes can increase conversion rates by over 400%. 00:33.480 --> 00:36.320 Yet most businesses take hours or even days. 00:36.680 --> 00:40.880 This AI voice agent ensures you never miss an opportunity. 00:41.400 --> 00:48.000 It will instantly call new leads, confirm their interest, answer basic questions, and book appointments 00:48.000 --> 00:51.080 directly in your calendar, all on autopilot. 00:51.840 --> 00:55.920 And book appointments directly in your calendar, all on autopilot. 00:56.480 --> 01:02.620 By the end of this tutorial, you'll have a fully functional AI voice agent that you can customize to 01:02.660 --> 01:03.540 fit your needs. 01:06.180 --> 01:10.980 So this is our simple automation which will trigger our voice agent. 01:15.020 --> 01:19.700 This prompt guides our agent on what to say and how to behave. 01:20.500 --> 01:22.860 All right, now let's do a quick demo. 01:24.580 --> 01:24.940 Yes. 01:28.140 --> 01:28.780 This is Sophia. 01:28.780 --> 01:30.020 Am I speaking with Damien? 01:30.700 --> 01:31.020 Hi. 01:31.060 --> 01:31.460 Yes. 01:31.780 --> 01:32.780 How can I help you? 01:35.420 --> 01:35.860 Great. 01:35.860 --> 01:39.980 I'm reaching out because you recently showed interest in our AI automation solutions. 01:40.300 --> 01:41.980 Is now a good time for a quick chat? 01:42.420 --> 01:42.820 Oh, yes. 01:42.820 --> 01:43.420 That's fine. 01:45.140 --> 01:45.860 Awesome. 01:46.020 --> 01:51.060 At adaptive AI, we create AI agents and automation to help businesses work smarter, save time and 01:51.060 --> 01:51.940 scale with ease. 01:52.140 --> 01:56.660 Would you like me to schedule a discovery call with one of our AI automation specialists to discuss 01:56.660 --> 01:59.040 how we can help optimize and scale your business. 01:59.600 --> 02:00.040 Yes, please. 02:00.040 --> 02:00.840 We can do that. 02:02.760 --> 02:03.480 Great. 02:03.520 --> 02:05.160 What date and time worked best for you? 02:06.720 --> 02:09.280 Can we do Tuesday next week? 02:11.040 --> 02:11.640 Sure. 02:11.720 --> 02:12.080 What time? 02:12.080 --> 02:12.520 On Tuesday? 02:12.520 --> 02:13.920 Next week works best for you. 02:14.200 --> 02:15.600 Uh, at 10 a.m., please. 02:18.840 --> 02:22.520 Let me check if we have availability for next Tuesday at ten in the morning. 02:22.520 --> 02:27.000 It looks like we don't have availability at 10 a.m. on Tuesday, but we do have nearby options. 02:27.000 --> 02:33.120 We can schedule for Monday between 10 a.m. and 1 p.m. or 3 p.m. to 5 p.m. or Wednesday between 9 a.m. 02:33.120 --> 02:34.080 and 11 a.m.. 02:34.120 --> 02:35.400 Do any of these work for you? 02:35.960 --> 02:39.040 Can we do Monday at 12 p.m.? 02:39.080 --> 02:39.520 Please? 02:42.240 --> 02:44.920 Let me book your appointment for Monday at 12 p.m.. 02:45.960 --> 02:49.200 Your appointment has been successfully booked for Monday at 12 p.m.. 02:49.320 --> 02:50.680 Thank you for your time, Damien. 02:50.680 --> 02:53.680 If you have any questions before then, feel free to reach out. 02:53.720 --> 02:54.560 Have a great day. 02:54.680 --> 02:55.200 Goodbye. 02:56.960 --> 02:57.120 Yeah. 02:57.180 --> 03:02.300 So as you can see, uh, the meeting has been successfully booked. 03:02.980 --> 03:08.700 I strongly recommend changing your time zone so the times are correct for all tasks. 03:09.740 --> 03:11.620 So click on these three dots. 03:13.220 --> 03:14.340 Click on settings. 03:17.220 --> 03:18.660 And select your time zone. 03:29.140 --> 03:29.900 Save it. 03:33.940 --> 03:39.380 So for the sake of this tutorial we'll be using a form submission, which is a dedicated node in an 03:39.380 --> 03:44.460 attempt to generate web forms and pass the responses to the workflow. 03:44.900 --> 03:52.260 But you can easily integrate Typeform, Jotform or any other forms builder. 03:53.580 --> 03:56.320 So this HTTP request Note. 03:56.360 --> 03:56.800 Trigger. 03:56.840 --> 03:59.600 Our voice agent on retail AI platform. 04:01.080 --> 04:05.320 Now, when I click Test Workflow, the submission form should pop up. 04:07.800 --> 04:10.920 When a prospect fills out a form on your website. 04:11.240 --> 04:18.520 Your AI agent will immediately call them, gather their details, and schedule a meeting without you 04:18.520 --> 04:19.520 lifting a finger. 04:20.000 --> 04:20.680 Right, guys? 04:20.680 --> 04:22.720 Now let's create this setup from scratch. 04:23.240 --> 04:26.880 So first we need to add our submission form. 04:27.080 --> 04:30.040 So let's search for form. 04:32.480 --> 04:33.560 Choose the first one. 04:37.400 --> 04:40.560 Now we need to create our form and all the fields. 04:41.520 --> 04:42.480 So give it a name. 04:46.360 --> 04:47.240 Description. 04:50.320 --> 04:51.280 Please tell us more. 04:53.640 --> 04:54.720 About yourself. 04:54.720 --> 04:54.780 self. 05:03.220 --> 05:05.780 The first bit be. 05:06.780 --> 05:07.580 What's your name? 05:14.300 --> 05:15.580 As a placeholder. 05:15.620 --> 05:17.380 Give it some random first name. 05:19.900 --> 05:22.100 As you can change it to the first name. 05:30.860 --> 05:31.820 The next field. 05:33.940 --> 05:35.340 What's your email address? 05:44.820 --> 05:48.060 Obviously we need a phone number. 05:48.100 --> 05:49.020 So what's your. 05:51.260 --> 05:51.980 Phone number? 05:58.400 --> 06:01.880 And what services? 06:05.320 --> 06:06.960 Are you most interested in? 06:23.200 --> 06:26.320 Now when you click Test Step. 06:27.400 --> 06:29.680 The submission form will pop up. 06:31.880 --> 06:35.800 So just simply fill out the form and click submit. 06:37.800 --> 06:48.840 Now that we have data in our flow, we can create the next node which is HTTP request node to send all 06:48.840 --> 06:53.020 the data to our agent on retail AI platform. 06:54.100 --> 06:57.020 So simply search for HTTP request node. 07:00.740 --> 07:03.740 And because we want to send all the data. 07:03.740 --> 07:13.380 So all this information such as first name, email, phone number and services, we need to switch the 07:13.380 --> 07:17.020 method to post method. 07:18.740 --> 07:20.220 Now you have to provide URL. 07:20.780 --> 07:24.380 So we need to check retail AI documentation. 07:28.340 --> 07:34.500 So go to retail AI documentation and under Create Phone call you will see this dashboard. 07:35.980 --> 07:37.580 Simply copy this URL. 07:40.420 --> 07:42.580 And paste your workflow. 07:47.260 --> 07:48.140 Just right here. 07:50.060 --> 07:51.760 Now we need to send headers. 07:54.800 --> 08:01.680 And as you can see the first header we have authorization. 08:03.040 --> 08:03.960 So copy it. 08:08.000 --> 08:09.840 Paste it in the name field. 08:13.120 --> 08:14.040 As a value. 08:16.120 --> 08:17.040 You have better. 08:19.120 --> 08:20.400 And our API token. 08:24.440 --> 08:25.480 Go back to Nathan. 08:27.080 --> 08:28.080 Paste it right here. 08:30.600 --> 08:35.160 Then create an account on retail AI platform. 08:36.720 --> 08:37.360 And. 08:39.400 --> 08:40.680 On the left hand side. 08:42.760 --> 08:43.960 Under API keys. 08:48.880 --> 08:50.000 Add new API key. 08:54.820 --> 08:55.660 Give it a name. 08:57.020 --> 08:57.780 Create. 09:07.780 --> 09:08.660 Just copy it. 09:11.380 --> 09:12.460 Go back to Nathan. 09:13.620 --> 09:14.700 And paste it. 09:14.700 --> 09:17.020 Paste it right after beta. 09:21.300 --> 09:22.820 Now we need to send the body. 09:26.740 --> 09:27.220 So we need. 09:27.260 --> 09:28.140 Name and value. 09:29.780 --> 09:31.860 Go back to the documentation. 09:35.860 --> 09:36.780 Copy the name. 09:46.100 --> 09:46.980 And the value. 09:46.980 --> 09:48.280 Application Forward. 09:48.280 --> 09:48.720 Slash. 09:48.760 --> 09:49.160 Jason. 09:49.200 --> 09:49.880 Jason. 09:56.200 --> 09:57.680 Now this step will be. 09:57.720 --> 09:58.720 It will be technical. 09:58.720 --> 09:59.640 But don't worry. 10:00.360 --> 10:02.000 I will guide you step by step. 10:02.000 --> 10:02.840 Just follow me. 10:03.880 --> 10:04.440 So click. 10:04.480 --> 10:05.160 Try it. 10:11.120 --> 10:13.200 Enter your API keys here. 10:16.920 --> 10:21.840 Now we need to provide a number our arrivals agent will will call from. 10:24.720 --> 10:25.920 There are two options. 10:26.080 --> 10:30.000 You can buy a phone number directly on retail AI platform. 10:36.480 --> 10:40.480 By simply going to the phone number section. 10:43.760 --> 10:47.200 Click on plus button and buy a new number. 10:48.380 --> 10:55.860 but there is a limitation because you can't use this number for international outbound calls. 10:56.500 --> 11:04.700 So the better option is to buy a number on Twilio and connect it to your agent. 11:05.780 --> 11:07.860 So now I'm going to show you how to do this. 11:08.420 --> 11:15.380 If you are new to Twilio, it's a communication platform that provides virtual phone numbers, messaging 11:15.380 --> 11:18.580 and voice services in over 100 countries. 11:19.100 --> 11:25.420 And using Twilio, you can buy a virtual phone number and make calls as if you have a local presence 11:25.420 --> 11:26.660 in multiple countries. 11:27.580 --> 11:28.980 And that's why we are using it. 11:29.700 --> 11:35.020 So if you are using Twilio for the first time, you will get a $15 shell credit. 11:35.860 --> 11:38.660 Usually it costs just $2 a month. 11:39.940 --> 11:42.740 So basically you have seven months for free. 11:44.220 --> 11:45.660 First, create an account. 11:51.480 --> 11:54.200 Now go to the phone numbers section. 11:58.120 --> 12:03.280 Which is in the left menu, then under Manage by number. 12:13.280 --> 12:15.360 And search for a number in your country. 12:16.360 --> 12:27.320 After you have bought a number, we need to connect it to our Avis agent via SIP trunking. 12:29.600 --> 12:36.120 So go to search bar and search for SIP. 12:39.200 --> 12:41.120 Click on elastic sip trunks. 12:43.720 --> 12:47.700 Give it a friendly name and click create. 12:49.620 --> 12:51.540 Now we need to configure the connection. 12:51.540 --> 12:53.180 And this is really important step. 12:53.500 --> 12:55.220 So please don't miss it. 12:55.700 --> 12:57.300 Otherwise it won't work. 12:58.500 --> 13:01.500 So under general we have to. 13:05.380 --> 13:13.100 Enable code transfer as I prefer and also enable PSTN transfer. 13:17.380 --> 13:24.940 Then under termination provide some name right here. 13:26.340 --> 13:27.300 Then scroll down. 13:29.380 --> 13:30.780 Create credentials. 13:33.100 --> 13:36.100 So give it some friendly name username and password. 13:36.660 --> 13:37.820 Then click create. 13:42.500 --> 13:44.000 And that's it in this intersection. 13:45.880 --> 13:51.560 The next one origination we're going to add the origination URL. 13:52.080 --> 13:54.760 So let's copy it from the retail documentation. 13:55.000 --> 13:58.720 I'll attach the web page as a resource for this lesson. 13:59.120 --> 14:00.280 So copy it. 14:00.480 --> 14:01.840 Add a new origination. 14:02.240 --> 14:05.640 Paste the URL here and click add. 14:07.080 --> 14:08.240 And on the numbers. 14:13.280 --> 14:23.120 Just add the number if button Twilio by clicking on add a number and add an existing number. 14:25.160 --> 14:26.600 So you can select from the list. 14:30.040 --> 14:32.560 Now go back to termination. 14:34.560 --> 14:35.760 Copy this recipe. 14:40.040 --> 14:42.640 Go to your retail account. 14:42.640 --> 14:42.700 can't. 14:45.340 --> 14:46.540 And other phone numbers. 14:48.580 --> 14:52.220 Connect to your number via SIP trunking. 14:54.540 --> 14:55.740 And paste it right here. 14:58.140 --> 15:04.460 Also need to provide the phone number you just bought and click save. 15:10.020 --> 15:16.020 And now we successfully connected the phone number we bought to our agent on retail I. 15:17.660 --> 15:27.140 The next step is to finish creating a new advanced phone call in the retail documentation. 15:27.540 --> 15:28.220 Playground. 15:31.020 --> 15:33.020 So we already have our API key. 15:34.300 --> 15:37.700 Now we need to provide the phone number we just bought. 15:40.020 --> 15:42.560 So go to your retry account. 15:45.000 --> 15:50.040 And copy number paste it right here. 15:53.400 --> 15:56.080 Now we need to provide the number we want to call. 15:56.720 --> 15:58.240 So I'm going to use my number. 15:58.400 --> 16:03.640 But just to let you know this is just to set up dynamic variables in our workflow. 16:05.880 --> 16:09.480 Now we need to provide our agent ID. 16:10.040 --> 16:15.640 So go back to retry account and let's create our agent. 16:19.120 --> 16:20.600 So create an agent. 16:22.240 --> 16:24.720 It will be single prompt agent. 16:27.680 --> 16:28.600 Start from blank. 16:34.760 --> 16:41.300 Now here you can switch to different large language models and different voices and languages. 16:42.220 --> 16:52.780 For now we need just ID, so copy it, go back to the playground and paste it right here. 16:57.740 --> 16:59.500 We don't need to change metadata. 17:02.340 --> 17:09.660 And now the dynamic variables are the fields we just created in our submission form. 17:14.380 --> 17:15.820 So you want first name. 17:22.700 --> 17:23.340 Email. 17:30.140 --> 17:31.420 And services. 17:38.260 --> 17:42.760 You have the number in the previous value. 17:47.440 --> 17:47.760 Right. 17:47.760 --> 17:48.360 That's it. 17:51.600 --> 17:53.120 Now you need to send the body. 17:57.040 --> 17:58.440 So we need name and value. 18:01.720 --> 18:04.240 Now this step will be it will be technical. 18:04.240 --> 18:07.520 But don't worry, I will guide you step by step. 18:07.520 --> 18:08.360 Just follow me. 18:09.800 --> 18:11.880 Go back to the documentation. 18:15.920 --> 18:16.800 Copy the name. 18:26.160 --> 18:27.040 And the value. 18:27.040 --> 18:27.840 Application. 18:27.880 --> 18:29.880 Forward slash JSON. 18:39.780 --> 18:48.260 Now we need to use the code that was generated and the curl, and paste it into the HTTP request node 18:48.260 --> 18:49.060 in the body. 18:51.020 --> 18:54.340 First switch body content type to row. 18:57.940 --> 19:01.540 And then in the body field switch over to expression. 19:05.260 --> 19:11.300 So copy the fragment of the code from data including curly brackets. 19:24.100 --> 19:25.260 And paste it right here. 19:35.540 --> 19:40.120 Now we don't want the values to be fixed, so we need to use dynamic variables. 19:40.440 --> 19:46.600 This way, every time a new user fills out the form on your website, new data such as their first name 19:46.600 --> 19:50.040 and phone number will be passed to our agent. 19:51.040 --> 19:52.240 So instead of. 19:56.800 --> 20:01.200 Random number, let's drag and drop. 20:03.360 --> 20:09.280 The actual phone number from the submission form I filled out earlier. 20:17.200 --> 20:18.360 Now the first name. 20:28.920 --> 20:29.880 Email address. 20:36.460 --> 20:37.580 And service. 20:44.340 --> 20:44.740 All right. 20:44.740 --> 20:45.300 Great. 20:47.300 --> 20:53.740 Now all these dynamic variables will be passed to our voice agent so it can personalize each call. 20:55.900 --> 21:01.980 It will use the prospect's phone number and first name for the greeting, and try to convince them to 21:02.020 --> 21:03.620 book a discovery sales call. 21:05.500 --> 21:10.820 And you can use all these dynamic variables in the prompt for your voice agent right here. 21:14.060 --> 21:17.900 I've just changed the theme to dark because it's easier on the eyes. 21:18.300 --> 21:30.060 If you prefer the dark theme, you can change it by going to settings and right here under your email, 21:31.300 --> 21:32.940 change the theme to dark. 21:35.000 --> 21:36.880 Now going back to our agent. 21:42.040 --> 21:49.600 So now, if you want our AI voice agent to perform tasks for us, like checking availability in our 21:50.200 --> 21:58.160 calendar, booking meetings after finding a suitable time for the customer, transferring the call to 21:58.200 --> 22:02.280 a human agent, or ending the call at a specific time. 22:02.640 --> 22:08.320 We need to enable the built in retail functions inside the agent. 22:09.640 --> 22:19.000 And then we can call these functions inside a our prompt so the agent knows exactly what to do. 22:20.200 --> 22:29.440 So retail makes it super easy by handling all the back end logic for integrating with your agent and 22:29.440 --> 22:30.960 create those functions. 22:32.240 --> 22:37.540 So you can use other calendars, but it requires a bit more, uh, setup. 22:37.860 --> 22:41.860 So if you are not using Calcom already, I highly recommend it. 22:41.900 --> 22:42.620 It's great. 22:42.660 --> 22:49.420 It's a great tool, and there are plenty of tutorials out there showing how to create and configure 22:49.540 --> 22:51.260 your calendar on the platform. 22:52.220 --> 22:55.300 So now we need to add some functions. 22:56.420 --> 22:59.820 You can do it by just clicking functions right here. 23:01.140 --> 23:06.740 And here you can choose the functions you want to add. 23:07.540 --> 23:13.900 So I already added all of the functions but you will see this empty. 23:14.380 --> 23:17.580 So let's just add the check calendar availability function. 23:19.260 --> 23:20.060 Click add. 23:21.300 --> 23:24.140 And we want to add this one. 23:25.300 --> 23:33.280 So our invoice agent will be able to check our calendar and find availability for our customer. 23:34.040 --> 23:36.320 So just simply click add. 23:37.600 --> 23:41.960 And here you have to add two things. 23:43.120 --> 23:47.280 API key from Calcom and event type ID. 23:48.040 --> 23:51.920 So now I'm going to show you how to find these details. 23:54.000 --> 23:55.800 So first go to calcom. 23:56.360 --> 23:58.040 Create an account login. 24:03.400 --> 24:06.440 And here you can create different type of events. 24:07.760 --> 24:13.960 So I have 15 minutes a meeting set up right here. 24:14.920 --> 24:18.360 And this is my calendar. 24:18.360 --> 24:24.760 So I'm going to show you how it looks like for a potential clients. 24:25.480 --> 24:28.840 So you can see it by clicking on this view public page. 24:35.860 --> 24:39.220 So this is how my calendar looks like now. 24:41.140 --> 24:44.700 So as you can see, I have a 15 minute slots. 24:46.100 --> 24:54.140 Uh, Wednesday to Friday from 8 p.m. to, uh, from 6 p.m. to 8 p.m.. 24:56.660 --> 24:59.820 So let's go back to the event types. 24:59.820 --> 25:05.580 And here you can create different types of events just by clicking on this plus button. 25:06.900 --> 25:16.220 And here you can specify all the details like a title of the meeting duration, etc. you can also modify 25:16.220 --> 25:25.780 a lot more things like for example availability limits, advanced settings, recording, uh schedule 25:26.540 --> 25:31.800 apps, workflows, etc. I'm not going to dive into detail in this tutorial. 25:31.960 --> 25:34.040 You can find a lot of tutorials online. 25:34.600 --> 25:44.760 Now I'm going to show you how to find API keys to enable the check availability function in our voice 25:44.760 --> 25:45.320 agent. 25:46.400 --> 25:50.080 So you can find your API key by going to. 25:52.840 --> 25:54.120 My my settings. 25:55.280 --> 26:00.760 Then scroll down and under developer you will see API key section. 26:03.080 --> 26:05.240 And here you can add new API key. 26:07.960 --> 26:09.960 So let's say demo. 26:12.280 --> 26:15.880 Retail never expires. 26:17.080 --> 26:20.800 Save copy your API key. 26:24.480 --> 26:29.060 Then go back to your retail Voice agent. 26:31.340 --> 26:34.540 And paste API key right here. 26:35.500 --> 26:37.540 Then we need to find events type ID. 26:38.380 --> 26:40.260 So let's go back to Qualcomm. 26:45.620 --> 26:52.540 And once you create your event just click on it. 26:54.740 --> 26:56.780 And this is your event type ID. 26:56.900 --> 27:05.340 So this number just copy it and go back to retail and paste it right here. 27:07.660 --> 27:09.940 Hit save and that's it. 27:14.260 --> 27:19.420 And we need to do exactly the same thing the same process for every function. 27:19.420 --> 27:23.300 We want to be used by our voice agent. 27:23.300 --> 27:24.660 So to book appointment. 27:26.960 --> 27:29.600 To end the call or to transfer the call to a human. 27:30.040 --> 27:35.240 Just to quickly show you it looks exactly the same. 27:35.720 --> 27:39.480 So we need to add API key and event type. 27:40.240 --> 27:43.560 And here we can add the description which is optional. 27:44.800 --> 27:54.040 But in that case I just simply wrote when users asked to book an appointment booking on the calendar 27:55.640 --> 27:57.160 or check calendar availability. 27:59.240 --> 28:04.560 When users ask for availability, check the calendar and provide available slots. 28:06.640 --> 28:08.120 Now for end call. 28:10.520 --> 28:16.280 We don't need to provide API key and event type ID. 28:18.320 --> 28:21.880 So description is ends the call after saying goodbye to the user. 28:23.160 --> 28:24.760 So that's the trigger. 28:25.780 --> 28:26.660 Our keyword. 28:29.180 --> 28:29.740 Now. 28:30.060 --> 28:30.980 Transfer call. 28:32.820 --> 28:38.060 The description is if the users request human agent support or express frustration. 28:38.860 --> 28:44.060 So our agent is able to recognize to detect emotions. 28:44.820 --> 28:47.820 So transfer the call to a human agent immediately. 28:48.860 --> 28:53.980 And here we are going to provide our mobile number. 28:55.980 --> 28:56.500 And that's it. 28:56.500 --> 28:57.700 Regarding the functions. 28:58.100 --> 29:01.700 Now we have to call these functions in our inside our prompt. 29:04.940 --> 29:05.420 All right. 29:05.420 --> 29:07.540 So now let's create our prompt. 29:08.420 --> 29:13.340 I'm going to provide this prompt template the resources. 29:15.860 --> 29:17.540 So here we are specifying the role. 29:17.540 --> 29:23.420 So you are Sophia a customer support representative at adaptive AI and Automation agency that helps 29:23.420 --> 29:25.880 businesses leverage agents and automation. 29:27.960 --> 29:33.080 Your role is to follow up with leads who have submitted a service consultation request and guide them. 29:34.000 --> 29:37.280 And here we are providing the current date and time. 29:38.120 --> 29:41.160 By using this variable. 29:41.400 --> 29:48.480 So our voice agent to make sure that our voice agent knows what the current date and time is. 29:51.640 --> 30:01.160 And here we are passing all the dynamic variables we used in our submission form in Naa10. 30:02.560 --> 30:11.880 So delete information first name and the first name variable email and service as the objectives. 30:13.680 --> 30:19.920 We want this agent to verify the leads details and confirm the interest in a consultation, as is in 30:19.920 --> 30:23.540 scheduling and maintain a friendly, professional and engaging tone. 30:25.700 --> 30:33.580 Here we want the best practices during the call, so we want our agent to keep the conversation flowing. 30:33.620 --> 30:39.620 Naturally conversational rhythm, professionalism, etc.. 30:41.740 --> 30:46.580 Here I added more details to guide our voice agent. 30:48.620 --> 30:59.780 And this is important bit because we want our voice agent to say exactly this sentence at the beginning 30:59.780 --> 31:00.580 of the call. 31:01.140 --> 31:07.060 So hi, this is Sophia from adaptive II and I'm speaking with and we are passing the dynamic variable. 31:07.580 --> 31:14.500 So our agent Sophia knows the first name of the user. 31:14.500 --> 31:17.980 So the customer who filled out the form. 31:19.540 --> 31:22.640 Then we want to wait for Users input. 31:22.680 --> 31:30.640 So for the user's response, then the second question, second sentence is great. 31:30.640 --> 31:35.240 I'm reaching out because you recently showed interest in our AI automation solutions. 31:35.440 --> 31:37.200 Is now a good time for a quick chat? 31:38.440 --> 31:44.200 And again, we want to wait for the user's reply for the user's response. 31:46.520 --> 31:49.640 So this is basically the conversational flow. 31:50.240 --> 31:59.160 So we decide exactly what our agent is supposed to say during the call. 32:01.680 --> 32:05.440 Here we want our voice agent to. 32:08.400 --> 32:15.080 Recognize if the user agrees say what time works best for you. 32:16.080 --> 32:21.500 Otherwise, say if the user is not interested, say okay, no problem. 32:21.500 --> 32:22.460 Thank you for your time. 32:22.740 --> 32:23.420 Goodbye. 32:23.900 --> 32:29.580 And here we are calling the end call function to end the call. 32:30.260 --> 32:36.020 And actually, we can save a lot of tokens and and a lot of money. 32:36.500 --> 32:39.780 Because if the user is not interested at all. 32:41.100 --> 32:44.140 Does it make sense to continue the conversation? 32:45.660 --> 32:51.860 So when the user wants to book an appointment and gives you the day and time they are available. 32:53.460 --> 32:58.980 Our voice agent will use check calendar availability function before booking. 33:01.100 --> 33:08.220 So it's going to look through our calendar and check the nearest available slots. 33:09.660 --> 33:10.420 And then. 33:12.620 --> 33:14.420 When they agree on the time slot. 33:17.020 --> 33:19.760 Our agent will use the function to book appointment. 33:20.080 --> 33:22.400 To book an appointment on the on the calendar. 33:23.360 --> 33:32.080 So if the user requests human agent support or express frustration, we call our last function tool. 33:34.240 --> 33:35.320 Our function. 33:35.320 --> 33:37.840 So transfer call. 33:38.600 --> 33:42.560 We are requiring from our voice agent to transfer the call immediately. 33:43.920 --> 33:45.440 And at the end we publicly. 33:47.760 --> 33:54.520 And at the end, we politely thank the user for their time and mention that we won't keep them any longer. 33:55.520 --> 34:02.400 And we want to close the conversation with goodbye and use the end call to to terminate the call. 34:05.840 --> 34:07.280 And this is the welcome message. 34:08.280 --> 34:08.680 So. 34:10.840 --> 34:16.240 We can choose between I initiates the conversation. 34:16.520 --> 34:18.460 We've defined the Message. 34:19.060 --> 34:21.740 So in the in that case we want to use. 34:22.060 --> 34:25.580 Hello, this is Sofia I'm speaking with and I'm speaking with. 34:26.340 --> 34:29.500 And the first name of the customer. 34:30.500 --> 34:32.340 But you can easily change to. 34:35.500 --> 34:39.060 Trigger our voice agent when the user initiates the conversation. 34:43.100 --> 34:45.780 Or pass some dynamic begin message. 34:47.020 --> 34:51.060 Here you can find more awesome features such as knowledge base. 34:51.220 --> 34:58.940 So basically you can add a knowledge base to give your agent context, such as information about the 34:58.940 --> 35:06.220 company or about services you offer or your client offer by simply clicking on this add button. 35:07.380 --> 35:10.420 And here you can choose the knowledge base. 35:10.820 --> 35:19.520 So if you want to add a knowledge base into your retail account, just go to The main dashboard and 35:19.520 --> 35:23.080 under agent you can see the knowledge base section. 35:26.200 --> 35:28.400 And here you can add the new document. 35:28.440 --> 35:29.080 Document. 35:31.800 --> 35:32.640 Enter a name. 35:35.120 --> 35:40.840 And here you can even provide the URL of the order of the website. 35:42.920 --> 35:49.320 Upload files or articles manually by typing a text. 35:52.800 --> 36:01.160 And then in your voice agent settings you can choose which knowledge base you want to use. 36:03.640 --> 36:05.480 So it should pop up here. 36:09.840 --> 36:14.600 You can also modify speech settings such as responsiveness. 36:15.040 --> 36:22.060 Interruption sensitivity, etc. but I'm not going to go into detail in this tutorial. 36:24.460 --> 36:29.900 This feature is really useful because you can enable Post-call analysis. 36:33.020 --> 36:43.540 So basically you can define the information from the conversation that you need to extract from the 36:43.540 --> 36:50.300 call, and ask LM to provide you a summary of the call. 36:52.140 --> 36:58.940 And based on that, you can improve your prompt to gather specific details from the customer. 37:01.660 --> 37:09.940 If you want to know more about all these features and you are interested in implementing them in your 37:09.940 --> 37:16.160 agents, you can check retail AI documentation and blog. 37:16.640 --> 37:22.360 You can find plenty of useful tips and information how to use those things. 37:26.680 --> 37:31.600 Here you can switch between different large language models, as you can see. 37:32.040 --> 37:42.040 In that case, I'm using GPT four, but you can switch to cheaper models such as GPT four or mini, 37:43.680 --> 37:48.560 which is less accurate and can hallucinate sometimes. 37:50.520 --> 37:52.160 You can also use cloud models. 37:55.880 --> 37:57.880 Here you can change the voice. 37:58.840 --> 38:02.560 You have plenty of 11 laps voices to choose from. 38:04.640 --> 38:08.800 So you can test them out and and decide which one you like. 38:10.320 --> 38:11.320 You can also. 38:14.260 --> 38:17.820 Choose a specific accent like American or British. 38:20.020 --> 38:20.700 Gender. 38:21.740 --> 38:23.500 You can add your custom voice. 38:30.260 --> 38:31.500 By clicking your voice. 38:35.140 --> 38:39.260 Here you can use OpenAI's voices. 38:43.820 --> 38:47.020 I personally like voices from Bell Labs. 38:47.900 --> 38:49.820 I have cloned my own voice. 38:53.420 --> 39:02.180 Here you can see the cost per minute by using a specific large language model and the latency. 39:05.140 --> 39:06.900 Okay, that's it for this tutorial. 39:06.900 --> 39:08.980 I hope it was helpful. 39:09.460 --> 39:11.860 Thank you for listening and see you next time.