Creating your AI Phone Agent

Modified on Fri, 17 Jan at 4:39 PM

By the end of this guide, you'll have an AI Phone Agent ready to receive or make phone calls to your users.

Remember, every AI Phone agent has 3 building blocks:

Your Knowledge Base
Assistant aka the Brain of your AI Phone agent
A Widget to put in front of your users

Here, we will take you through each step in detail so you can easily create and empower your AI Phone agent with advanced functionalities.

Creating Your AI Phone Agent

1. Preparing your knowledge base

Every AI Phone agent is powered by your knowledge base to serve a user's query. It can contain multiple Data Sources to feed information to the Assistant.

Here are the steps to create a single Data Source.

a. After logging in, click on the AI Agents from the sidebar.

b. Click on Add Data Source.

c. Open the Data Source Type dropdown, and select one of the options. Provide a name and description for your reference. We support 4 formats i.e. PDF, HTTP (website crawl), CSV (Text + Image), and Text Blob.

PDF: You can upload a single or multiple PDF files at once.
HTTP: Provide your website URL to start a crawl, and the max number of pages to be crawled (default: 100)
Include and Exclude URLs (Using Glob format) allows you to choose which URLs should be included/excluded when creating a knowledge base using a pattern-matching syntax called "Glob format.” Refer to this link to know more.
Text: Paste the blob text from any source to add it to your Data Source.

CSV (Text + Image): You can upload CSV files that contain both text and image references to create your knowledge base.

d. Once you click the Submit button, it will create the Data Source and start its extraction & indexing. For this guide, we picked the HTTP option.

e. You can see the added Data Source in the table. The status reflects the current state and will signal once it is ready to use:

You can note that it could crawl 30 pages as shown under the Data Source Files column and a total word count of 16,472.

Now your Data Source is ready to use and feed an Assistant aka the brain of your AI Phone Agent.

2. Setting up the Assistant

An Assistant is the main controller of your AI Agent. It is responsible for comprehending the users' requests and fulfilling them based on the available resources at its disposal.

Here are the steps to create an Assistant.

a. Navigate to Assistants. Make sure you have selected AI Agents from the sidebar.

b. Click on Add an Assistant.

C. Select Phone as the Assistant Type

Provide a name and description for your Assistant.
Phone Assistants use GPT-3.5 or GPT4o mini as the LLM model since it is optimized for low latency.
Prompt: It is one of the most important fields that provides your Assistant with the basic instructions that control its personality, and quality of answers. It can also set the language it is expected to return the responses.

It can also be used to overwrite any answers and to set phrases for specific cases related to your business.

For example: You may want to respond with a particular phrase when the Assistant doesn't find relevant information in its knowledge base.
Next, select the speech recognition language and the voice to be used for Agent. There are three types of voices in the system
Regular Voices (1 credit/second)
Cartesia Voices (1.25 credits/second)
Eleven Labs Voices (1.5 credit/second)
You can finetune your phone with following options
Silence Wait Time: Customize how long the assistant waits before gently prompting for a response.
Interruption Time: Fine-tune how quickly the assistant interprets what your user speaks before starting to respond (also known as end pointing)
Recognizer Confidence: Adjust the sensitivity to ignore background noise or unclear audio, ensuring more accurate interactions.
Conversations
Contact & Conversation Sync – Enjoy complete interaction history with all voice and chat conversations synced seamlessly to your CRM (Currently supported GHL).
Conversation Summaries via Email - Our assistant can summarize conversations and send them directly to your email
Click on Save and Exit to complete the assistant setup
Note: Forms, tools, webhooks can be connected after you complete the basic setup by going into operations and click "Edit Assistant"

Now you can build the knowledge base by linking Data Sources to your newly created Assistant. Click on the Operations icon as shown in the image below and click on View Data Sources.

e. Select the Data Sources that you'd like to form the knowledge base for your Assistant.

f. Now your Assistant is ready to use and deployed in the form of a Widget.

3. Setting up a Widget

A widget is the interface through which users interact with your AI Agent on your website. Follow these steps to create and deploy a widget:

a. Navigate to Widgets. Make sure you have selected AI Agents from the sidebar.

b. Click on Add a Widget.

c. Here you can set up the Widget as needed.

Provide a Name and description to your Widget and select the Assistant you created in the previous steps.
When you select a Phone Assistant, you will have following options

In this article we are going to cover setup of Twilio widget.
Set Up Your Twilio Account for AI-powered Calls : Insighto.ai ←←CLICK Here for Guide
Embed Call Widget : Insighto.ai ←←CLICK Here for Guide
GHL Missed Call Widget : Insighto.ai ←←CLICK Here for Guide
Web Calling Widget : Insighto.ai ←←CLICK Here for Guide
Plivo Integration : Insighto.ai ←←CLICK Here for Guide
Select the option as show above and then select the Twilio account and Phone number you want to connect.
Once you click on Submit, Insighto.ai will configure Twilio to start receiving calls from the selected phone number.
Go and call the number to test it out!