Overview
Powered by Artificial Intelligence (AI), the Rainbow Smart Routing service analyzes the content and context of each inbound call in real time. It understands the caller's requests, identifies their specific needs, and routes the conversation to the most appropriate contact or department, such as support or sales.
Key features of the Rainbow Smart Routing service include:
- Multilingual capabilities
- 24/7 operation
- Guarantee that no inbound calls are missed
- Compatibility with existing Rainbow services
- Licensing model tailored to your actual usage
The Rainbow Smart Routing relies on an AI-based virtual agent integrated into Rainbow and available to companies using a Cloud PBX for call management. The AI-based virtual agent offers a predefined template with variables that can be configured in Rainbow via a setup wizard. for the moment, only one template is available for virtual agents (i.e. IA Voice agent Template for Virtual Receptionist).
Multiple virtual agents can be configured for the same company in Rainbow.
The first setup process consists of five main steps:
- Configuration: Define the virtual agent's internal phone number
- Call management : Configure the virtual agent type and the call destination when the virtual agent is unavailable
- Agent: Configure the virtual agent's name and voice, as well as the welcome and end-of-call messages played to callers
- Destinations: Configure all the destinations to which the virtual agent can route a call, along with the transfer message
- Knowledge base: Configure the information the virtual agent can use to respond to the caller's request without transferring the call
The update process allows for managing the virtual agent's external phone number and existing settings.
Prerequisites
A Voice smart agent license must be allocated to your company for Smart Routing service configuration.
Before you start
You need:
An available internal phone number (required) and an external phone number (optional) to call the virtual agent
Note: During setup, Rainbow automatically assigns an internal phone number to the virtual agent, but this can be changed at the time of creation. It cannot be changed once the virtual agent has been created in Rainbow.- A destination (welcome service, group or member) when the virtual agent is unavailable
- Destinations (welcome services, groups and/or members) used by the virtual agent for call routing
- The Welcome, end-of-call and transfer text messages that the virtual agent will play to callers
- Any information that might help the virtual agent answer to the caller's request (questions/answers)
Accessing the Smart Routing management window
- From the Rainbow application, click on Manage your company
in the left panel.
- In the MY COMPANY panel, click on the name of your company.
- In the left panel, click on Communication.
- In the right part of the window, click on the Welcome services tab, then click on Smart routing.
The list of existing virtual agents is displayed.
Creating a Smart Routing virtual agent
- From the Smart Routing management window, click on Create.
A setup wizard opens. - Configure the Application settings using the instructions provided on the right side of the wizard, then click on Next.
Repeat the step above up to the Knowledge base settings.
Notes:
- You can move your mouse over a field to display additional information on the right side of the wizard.
- You can click on Back to return to the previous page or Cancel to stop the process and exit the wizard.
- Click Finish to save your entries and close the wizard.
Updating a Smart Routing virtual agent
- From the Smart Routing management window, click on the target virtual agent.
The management wizard opens. Make the changes and click on Update to confirm.
Notes:
- An external phone number (optional) is configured in the Application tab.
- Destinations and information for knowledge base are added via the button + Add in the Destinations and Knowledge base tabs.
- You can move your mouse over a field to display additional information on the right side of the wizard.
Example of Smart Routing virtual agent
Step 1: Application settings
Step 2: Call management
Step 3: Agent settings
Step 4: Destination configuration
Step5: Knowledge base configuration