Voicebot - Delivery Scope
Standard Implementation Package
What's Included
Voicebot Configuration:
Conversation scenario design and implementation
Natural language processing setup (NLU)
Voice and language configuration
Call flow building
Error handling and escalation paths
M42 PRO Integration:
Customer recognition via Caller ID
Ticket status retrieval
New ticket creation
Ticket updates and status changes
Knowledge Base Integration:
RAG (Retrieval-Augmented Generation) setup
Connection to knowledge sources:
ESM documentation
SharePoint sites
Confluence spaces
Automatic indexing and search configuration
AICore Integration:
Natural language understanding
Context-aware response generation
Knowledge retrieval from client data
Telephony Setup:
Phone number provisioning (1 country/number included)
Testing & Quality Assurance:
Test environment setup
Internal testing (by our team)
UAT with client team
Production deployment validation
What's NOT Included (Requires Additional Analysis)
❌ Custom CRM integrations - Non-standard systems without modern APIs
Implementation Timeline: 5 Business Days
Deployment Process
Phase 1: Requirements Analysis and Design
Workshop with client stakeholders
Use case identification and prioritization
Conversation flow design and approval
Integration requirements mapping
Phase 2: Development and Configuration
Voicebot scenario building in editor
Custom JS functions for integrations
Knowledge base connection and indexing
Voice and language configuration
Phase 3: Testing and Validation
Internal testing with debug enabled
Integration validation with test ITSM
All conversation paths verification
Error handling testing
Phase 4: Customer UAT
Deployment to test environment
Customer team testing with test phone number
Feedback collection and refinement
Iterative improvements
Phase 5: Production Deployment
Switch to production credentials
Production environment verification
Go-live with monitoring
Post-deployment support
Prerequisites
Before Implementation Starts:
Technical Access:
✅ ITSM system API access (test environment)
✅ ITSM system API access (production environment - provided before go-live)
✅ Knowledge base access (ESM, SharePoint, Confluence)
✅ Telefony system details (if applicable)
Data Requirements:
✅ Complete customer records (data card) in ITSM with:
First name
Last name
Phone number
Email address
✅ Structured knowledge base content (Knowledge Discovery)
✅ Documented procedures for common scenarios
Client Responsibilities During Implementation
Discovery & Planning:
Define priority use cases
Provide sample conversation scenarios
Share typical customer inquiries
Document current process flows
Go-Live:
Approve final deployment
Monitor initial calls
Provide post-launch feedback
Typical Scenarios Included in Standard Package
Scenario 1: Ticket Status Check
User calls to check status
Voicebot identifies user by Caller ID
Retrieves ticket from ITSM
Provides current status and timeline
Scenario 2: New Ticket Creation
User describes problem
Voicebot asks clarifying questions
Creates ticket with proper categorization
Provides ticket reference number
Scenario 3: Knowledge Base Query
User asks how-to question
Voicebot searches knowledge base via RAG
Provides answer from documentation
Confirms if question answered
Scenario 4: Escalation to Agent(optional)
User requests human agent
OR Voicebot cannot resolve issue
Seamless transfer with context
Agent receives conversation transcript
Scenario 5: After-Hours Support
Call received outside business hours
Voicebot handles if possible
OR creates ticket for next day
Sets expectations for follow-up
Note: Specific scenarios customized based on client's priority use cases identified during discovery.