AI Assist in Exotel Platform

welcome! this guide will walk you through setting up ai assist on exotel platform, from creating your first assistant to deploying it in live exotel platform overview ai assist is a real time ai powered panel that integrates with exotel's contact center platform to help agents handle calls more effectively it provides live transcription real time transcription of agent customer conversations smart replies ai generated suggested responses to help agents respond faster real time sentiment automatic detection of customer sentiment during calls prerequisites before you begin, ensure you have admin access to exolite (your exotel contact center platform) access to my in exotel com or my exotel com tenant admin role with flow management permissions platform requirements exotel platform account with exophone flow engine enabled understanding of basic concepts exophone exotel app flows stream applet (part of exotel platform), connect applet, transfer applet step 1 create an ai assist assistant 1 1 access the ai assist portal log in to your exotel account at my in exotel com or my exotel com click ai assist under house of ai in the left nav bar to access ai assist portal ai assist exotel com login to ai assist exotel com and click create ai assistant step 2 create a new ai assist assistant click create assistant enter a clear name (example voice & chat assist – card support ) define the purpose and behavior of this assistant to govern ai assistance some examples 1 assist agents across all customer support calls by surfacing relevant kbs, sops, and compliant guidance 2 assist agents during credit card upsell calls by surfacing relevant offers, eligibility rules, objection handling scripts, and compliance guidelines 3 support loan collections calls with compliant scripts, negotiation guidance, and disposition suggestions click next to proceed step 3 upload knowledge base (kb) documents step 3 upload reference documents in this step, you upload reference documents that the ai assist assistant uses to surface smart replies during live interactions the quality and relevance of these documents directly determine how the assistant behaves and what it suggests to agents on the add reference documents for this assistant screen, upload documents that are relevant to the assistant’s intended behavior policies, sops, scripts, or faqs that the assistant should follow content aligned to the use case (for example card blocking, refunds, delivery issues) upload files by dragging and dropping them into the upload area, or clicking browse to select files from your system click next to continue upload only those kb articles that match how this assistant is expected to help agents important guidance on what to upload for example if the assistant is meant for card support , upload card related sops and faqs if it is for delivery or logistics , upload delivery workflows and escalation guides supported file formats and limits supported formats doc, xls, pdf, txt file size limits doc, pdf up to 50 mb txt up to 10 mb important image only pdfs are not supported upload documents that contain readable text (or text + images) so the content can be indexed and used for suggestions what happens after this step the uploaded documents are indexed during live voice calls or chat interactions , ai assist assistant uses this content to surface smart replies guide agents based on the defined behavior of the assistant optional skip for now you can click skip and continue if documents are not ready kb documents can be added or updated later by editing the ai assist assistant configuration what to avoid do not upload unrelated or generic documents do not mix multiple use cases in a single assistant do not upload outdated or draft content do not upload scanned or image only files step 4 configure assistant 4 1 review basic details and select channel what to do in basic configurations, select one or both channels voice note ai assist behavior adapts based on the selected channel review other basic details or upload/edit uploaded reference documents 4 2 set configurations what to do platform integration select " exotel platform " to run assistant general configuration enable/disable live transcript for voice interactions what happens after this step agents see live captions only during voice calls note transcript display applies only when voice is the active channel enable/disable smart replies what happens after this step relevant smart replies appear in real time for the selected channel enable/disable real time customer sentiment what happens after this step agent see live sentiment of the customer during the interaction click on next to proceed for deployment step 5 deploying ai assist application copy the assistant url once your assistant is configured, copy the generated assistant url publish the assistant click on publish to make the assistant live and ready for deployment note enable ai assist for calls publishing the assistant alone is not sufficient to activate it for live calls to enable ai assist during calls, you must configure an app flow (app bazaar) in the exotel platform \ create or update your app flow (app bazaar) \ add a stream applet \ paste the assistant url into the stream applet configuration what this enables once configured, the system will start streaming call audio to ai assist, enabling real time transcription smart reply suggestions live sentiment analysis this is the core pipeline that powers agent assist capabilities during active calls next step follow the steps below to complete the ai assist flow setup step 6 configure the app flow (app bazaar) for ai assistant this is the critical activation step ai assist only works when the stream applet in your exophone flow contains the valid assistant url 6 1 access exotel app flow builder (app bazaar) log in to exotel platform navigate to app bazaar select an existing flow or create a new one click edit to open the app bazaar editor 6 2 add the stream applet in the flow editor, locate the applets panel search for or scroll to find stream applet drag the stream applet into your flow placement before the call connects to an agent you can see in the image, you need to click on "start a stream", paste the "copied assistant url" in where do you want to send the audio stream? option select "now" in when should the stream begin? option using ai assist with a specific exophone, if you want to enable ai assist directly for a specific exophone drag and add a connect applet to your app flow configure the dial settings as required (exophone, destination number, etc ) this allows you to trigger ai assist for calls made through that specific exophone configuration using ai assist in your existing app flows, to enable ai assist within your current call flows, follow these steps create or open an app flow go to the exotel platform create a new app flow or open an existing one where you want to enable ai assist add a stream applet insert a stream applet into the flow paste the assistant url (copied earlier) into the configuration this step enables real time audio streaming to ai assist add a transfer applet add a transfer applet after the stream step select the target app flow (typically your agent handling or voicebot flow) this ensures the call continues while ai assist runs in parallel publish the flow click publish or save & deploy to activate the flow confirm the flow deployment you'll see a success message "flow published successfully" important once the flow is published, any calls routed through this flow will automatically activate ai assist agent experience during live calls what happens when a call connects? when a call is connected, it is routed through the flow containing the stream applet with a valid assistant url call connects → agent sees the call on the dashboard call state becomes active → automatic actions trigger stream applet forks agent customer audio websocket streaming session opens assist panel auto expands on the agent's screen (right side) real time transcript begins streaming smart replies suggestions appear sentiment indicator updates assist panel features the assist panel provides three main sections 3 1 live transcript real time word for word transcription of the conversation 3 2 smart replies ai generated suggested responses appear in real time based on customer query and knowledge base 3 3 real time sentiment visual indicator of customer mood/sentiment updates periodically during call helps agent gauge customer satisfaction in real time color coded green (positive) → yellow (neutral) → red (negative) manual control of assist panel auto expand on call when call state changes to active, panel auto expands this is automatic and requires no agent action manual toggle button location top right corner of the call screen click to open opens/closes the assist panel if minimized or closed minimize click the minimize icon to reduce panel to save screen space ai assist in outbound calls initiate the call click on the call button select the app flow configured with ai assist click call to start the outbound interaction ai assist activation once the call is connected, the ai assist panel will automatically appear on the dashboard