Hi - We are planning to modernize the Call Center with GenAI Agent - We have subscribed elevenlabs

[frail pulsar]

AI-generated Answer for srini_21789

To build a GenAI-powered IVR system using ElevenLabs' services and integrate it with your existing IVR setup, here are the steps and considerations:

1. Building GenAI for IVR with Limited Generic Questions

• ElevenLabs' Conversational AI platform allows you to deploy customized voice agents that can handle specific queries. You can configure the system prompt and knowledge base to address generic questions effectively.
• For limited generic questions, you can create a knowledge base with predefined answers to common queries. Non-enterprise users can upload up to 5 files or links, with a total limit of 20MB and 300,000 characters.
• Use ElevenLabs' tools to customize the agent's behavior, voice, and language model. Supported models include options from OpenAI, Anthropic, and Google.

2. Integration with Existing IVR (Exotel)

• ElevenLabs integrates with phone systems using Twilio's Voice API. While direct integration with Exotel is not mentioned, you can use middleware or APIs to connect Exotel with ElevenLabs' Conversational AI.
• For routing calls to human agents when the GenAI agent cannot handle certain queries (e.g., unsupported languages or intents), you can configure the IVR to transfer calls. This can be achieved by setting up rules in Exotel to route calls based on specific triggers (e.g., language selection or unrecognized intents).

3. Handling Unsupported Languages and Intents

• If a language is not available in ElevenLabs' GenAI or an intent is not built, you can configure fallback mechanisms in your IVR system. For example:
  • Route the call to a toll-free number where a human agent can assist.
  • Use Exotel's call routing features to transfer calls based on predefined conditions.
• Ensure that the GenAI agent can detect when it cannot handle a query and trigger the transfer process.

4. Technical Implementation

• Refer to ElevenLabs' documentation for setting up Conversational AI agents and integrating them with phone systems.
• For real-time call handling, you may need to use APIs or webhooks to manage call transfers and interactions between GenAI and human agents.

5. Language and Intent Expansion

• To expand language support, you can train the GenAI agent with additional data or integrate external language models.
• For intents, you can iteratively build and refine the knowledge base and system prompts to cover more scenarios.

If you need further assistance with integration or technical setup, you can explore ElevenLabs' Conversational AI documentation or consult your IVR provider for specific integration options.

[tardy lodge]

give me technical documentation of IVR and routing to human agents