Construct a RingCentral Digital Voicemail Assistant for Your Enterprise   — Half 1

Disable person greeting and connecting message

Flip off Forwarding Sequences

Final however not least, you may set the “Consumer Hours” choice to 24 hours and seven days per week to make your digital voicemail assistant work across the clock.

Set Consumer Hours

That’s just about all it is advisable to setup for the voicemail inbox utilizing the RingCentral service dashboard. The following query is how do you entry the voicemail programmatically to construct your digital voicemail assistant? The RingCentral Developer platform permits you to entry to a rising variety of APIs and combine wealthy communication options into your utility.

Get New Voicemail Notification

RingCentral platform helps real-time push notifications. It’s an event-triggered mechanism to get notified when one thing occurs to the service you’re observing. You may select between PubNub or Webhooks supply mechanism to get notifications.

To get notified when there’s a new voicemail arriving in a voicemail inbox, you may subscribe to the voicemail occasion for that individual person (inbox). What knowledge comes collectively in a voicemail notification message? Beneath is a typical payload of a voicemail occasion:

{ "uuid":"473993724243953516", "occasion":"/restapi/v1.0/account/~/extension/~/voicemail", "timestamp":"2019-06-16T21:27:06.525Z", "subscriptionId":"c204cdb4-d8b0-4b3e-808a-xxxx", "ownerId":"17800xxxx", "physique":{ "uri":'https://api.ringcentral.com/restapi/v1.0/account/~/extension/~/message-store/1054xxxx', "id": 1054xxxx, "to": [ { "phoneNumber": '+1650513xxxx', "name": '(650) 513-xxxx', "location": 'San Mateo, CA' } ], "from": { "phoneNumber": '+1650224xxxx', "title": 'Henry Taylor', "location": 'Mountain View, CA' }, "kind": 'VoiceMail', "creationTime": '2019-06-16T22:17:27.000Z', "readStatus": 'Unread', "precedence": 'Regular', "attachments": [ { "id": 1054xxxx, "uri":'https://media.ringcentral.com/restapi/v1.0/account/~/extension/~/message-store/1054xxxx/content/1054xxxx', "type": 'AudioRecording', "contentType": 'audio/mpeg', "vmDuration": 11 },{ "id": 2406yyyy, "uri": 'https://media.ringcentral.com/restapi/v1.0/account/~/extension/~/message-store/1054xxxx/content/2406yyyy', "type": 'AudioTranscription', "contentType": 'text/plain', "vmDuration": 11, "fileName": 'transcription' } ], "path": 'Inbound', "availability": 'Alive', "messageStatus": 'Obtained', "lastModifiedTime": '2019-06-16T22:17:41.584Z', "vmTranscriptionStatus": 'Accomplished' }

There may be some key info you’ll be excited about  —  the “to” telephone quantity and the voicemail attachments.

Who Simply Left a Voicemail?

Clearly, the “to” telephone quantity is the caller’s telephone quantity. That is the important thing info so that you can determine the caller’s identification. You may seek for the telephone quantity out of your buyer database to test if the caller is your buyer or not. If the caller is a identified buyer, you may pull the mandatory info of that buyer out of your database to prepare for the dialog with the client while you make a name again. What if the caller’s identification is unrecognized? It may be an present buyer who makes use of a unique telephone quantity, it may be a possible buyer, or it may be some spammer or scammer whom you actually need to flag and ignore.

Rip-off Name Detection

Like e mail, voicemail can be one other well-liked channel for scammers and spammers to use. Generally you may acknowledge a rip-off telephone quantity in case you’ve seen it a number of instances earlier. However more often than not you’ll discover out if a voicemail is spammy or not solely after you begin listening to it. That makes spam voicemails extraordinarily disturbing when you’re overwhelmed with actual clients’ voicemails. So, you don’t need to see spam voicemails in your voicemail checklist, or do you?

Your digital voicemail assistant ought to be capable of determine and flag such non-business voicemail for you. The quickest option to determine a spammy voicemail is to lookup for the caller’s telephone quantity from a blacklist when you’ve got one. In case you don’t have a blacklist or can’t detect from your individual blacklist, you should use on-line companies such because the telephone popularity detection from WhitePages, to investigate for an in depth report of a telephone quantity.

The response from WhitePages’s Cellphone Repute service accommodates detailed popularity info of a telephone quantity. You is likely to be excited about a few key attributes — the popularity stage and the class — that show you how to make a fast determination if a voicemail is a spam or not.

The popularity stage is a rating quantity starting from 1 to 4; with 1 indicating excessive confidence that the telephone quantity has not been related to spam/dangerous habits and Four indicating excessive confidence that it is a spammy/dangerous quantity. You should utilize the popularity rating to categorise a caller’s quantity as comply with:

1: Clear; 2: Possible; 3: Extremely; 4: Dangerous

The class label specifies the kind of spam or rip-off related to the telephone quantity. Here’s a checklist of classes the Cellphone Repute API might determine:

Not Spam — Debt Collector — Telemarketer — Political Name — Cellphone Survey — Phishing — Extortion — IRS Rip-off — Tax Rip-off — Tech Assist Rip-off — Trip Rip-off — Fortunate Winner Rip-off — Rip-off — NonProfit — Robocaller — TollFree Pumping — Different Spam

You should utilize the classes above to point the supply of a voicemail. Optionally, for these voicemails got here out of your clients, you may specify a price of 1 to the popularity rating and a label “Buyer” for the class.

You may also detect a spammy voicemail by analyzing the voicemail content material utilizing AI expertise. However let’s discover that characteristic later once we focus on about AI options.

Entry the Voicemail Audio

The voicemail audio content material will be accessed through the attachment URI from the notification physique.

{ "id": 1054xxxx, "uri": 'https://media.ringcentral.com/restapi/v1.0/account/~/extension/~/message-store/1054xxxx/content material/1054xxxx', "kind": 'AudioRecording', "contentType": 'audio/mpeg', "vmDuration": 11
}

Now that you just’ll get notified when there’s a new voicemail; you’ll know the caller’s identification so you may keep away from spending time on these spam voicemails and also you’ll be capable of take heed to the voicemail audio. However your digital voicemail assistant ought to do extra that will help you set up and prioritize your voicemail checklist. The problem is the right way to make it acknowledge human speeches and perceive the message for making choices like an actual assistant.

You might be eager about AI and machine studying proper now, proper? It’s important to develop NLP (Pure Language Processing) algorithms and statistical fashions to construct the mind of your digital assistant. It’s a subtle venture that usually it will take years to show from technical ideas into an precise mannequin in manufacturing.

At the moment, luckily, you don’t at all times have to develop your individual machine studying algorithms in your AI options. Many firms present AI companies comparable to speech recognition, language detection, sentiment evaluation, idea extraction and so on. Many of the companies are accessible on-demand through their cloud API platform. Your focus can be shifted from creating such sophisticated expertise to creating nice person expertise and selecting the very best AI resolution accessible available on the market in your utility.

Now, let’s transfer on to discover the AI companies you would want for this venture.

Voicemail Transcription

Many of the RingCentral service plans embrace the Voicemail-to-Textual content characteristic. Which means all voicemails can be mechanically transcribed. You may set the Voicemail to Textual content possibility from the RingCentral service dashboard talked about earlier on the “Messages” part.

If the Voicemail to Textual content possibility is ready, you may entry the voicemail transcript through the attachment URI from the notification physique.

{ "id": 2406yyyy, "uri": 'https://media.ringcentral.com/restapi/v1.0/account/~/extension/~/message-store/1054xxxx/content material/2406yyyy', "kind": 'AudioTranscription', "contentType": 'textual content/plain', "vmDuration": 11, "fileName": 'transcription'
}

For testing on the sandbox surroundings or for different causes in case you can’t use the transcription service from RingCentral (e.g. help different languages than English), you should use any Speech-to-Textual content service supplied by many AI main firms comparable to Google, AWS, IBM, Rev.ai, VoiceBase, AI Sense and so on. to transcribe a voicemail.

The extra correct the voicemail transcript is, the higher your digital assistant would be capable of course of the client’s message

Getting the voicemail transcript is simply step one of preparation for the info evaluation.

Outline Targets

In buyer companies, typically the FIFS (First In First Serve) mannequin isn’t preferable as you would possibly need to give greater precedence to a buyer who wants pressing assist. Assign a buyer’s case mechanically to an agent based mostly on competency and expertise would additionally enhance response time in your customer support, thus, enhance your buyer satisfaction.

So, your digital voicemail assistant should be capable of determine a voicemail urgency and to categorize the voicemail message then assign it to the precise agent.

Prepare Your Dataset

Sadly, some generic AI companies usually are not the right options for sure varieties of issues you are attempting to unravel. You should utilize basic sentiment evaluation to detect the widespread sense of buyer satisfaction — how a lot they like or dislike one thing, however not essentially about your product. You may also use the generic categorization from Google AI service to categorize your buyer’s issues. Nevertheless, you will discover it very laborious to map their predefined classes into your individual services or products classes.

Fortunately, some main AI firms allow you to customise the service to fulfill your expectations. In different phrases, they allow you to use their machine studying algorithms to coach your individual dataset.

To acquire an ideal knowledge mannequin that matches your customer support context, you need to acquire as many actual pattern messages as attainable in your dataset, then practice it with acceptable machine studying algorithms. Consider the dataset as a maths ebook with a lot of addition and subtraction workout routines. The extra workout routines you observe, the extra information about addition and subtraction you may acquire.

Totally different firms present totally different strategies to coach customized datasets. Some will let you select algorithms, some mechanically choose probably the most appropriate algorithms based mostly on the kind of mannequin you chose. MonkeyLearn is likely one of the main AI firms that gives straightforward methods to coach customized datasets for various service fashions. In addition they present a lot of demo fashions for fast evaluations.

MonkeyLearn AI companies Dashboard

Auto Reply With an SMS Message

To reinforce the client experiences, you may immediately ship a reply SMS message to inform the callers that you’ve acquired their message and can name them again as quickly as you may. In fact, you aren’t going to answer to spammers nor attempting to ship an SMS message if the caller’s telephone quantity isn’t a cell phone quantity.

There are other ways to detect if the caller’s quantity is a cell quantity. When you determine if the caller is certainly one of your clients, you may test from the client database has contact quantity kind then we are able to test the telephone quantity from the client database. If not, you should use WhitePages Cellphone Intelligence API to detect if a quantity is a cell phone quantity.

To ship a reply SMS message, all you want is to compose a related message and ship it utilizing RingCentral SMS API.

Strive the Digital Voicemail Assistant Demo

Click on right here to begin the app and login with your individual RingCentral person credentials. Open the Assist web page for detailed directions.

Keep tuned for Half 2 the place I focus on how the demo was constructed.

Additional Studying

Construct and Graduate Your App in RingCentral

Getting Began With RingCentral APIs

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