Enabling Inbound Call Streaming for AI Assist on Ameyo 6.0

purpose this sop explains how to enable audio streaming from ameyo to ai assist so that transcripts and smart replies can be surfaced to agents during voice calls this document only covers streaming setup it assumes that an assistant is already created in ai assist the assistant is deployed in ameyo cc campaigns the assistant streaming endpoint url is available 1\ platforms supported this sop applies to platform supported ameyo 6 0 yes 2\ ai assist on voice calls ai assist enables real time transcription and smart reply suggestions during live calls handled by agents this is implemented by streaming call audio from platform sending audio to the ai assist streaming endpoint processing audio in assistant admin delivering transcripts and smart replies to assistant agent ui 3\ high level setup flow the overall process for enabling ai assist on voice calls is create assistant in ai assist deploy assistant in ameyo cc help guides to create and deploying assistant in ameyo cc exotel ai assist userguide ai assist edit, manage, and re publish an assistant ai assist deploy configuration app in exotel contact centre ai assist deploy assistant in exotel contact center ai assist copy assistant streaming endpoint configure stream applet in platform test the streaming flow 4\ ai assist in voice calls the diagram illustrates how ai assist can be enabled for voice calls by streaming call audio from the platform while simultaneously connecting the call to an agent 1\ customer call lands on platform the process begins when a customer places a call , which first lands on the ameyo platform this is important because the stream applet that enables ai assist exists inside the platform flow if the call bypasses the platform and goes directly to ecc, ai assist streaming cannot start 2\ stream applet initiates audio streaming once the call reaches the platform, the stream applet is triggered the stream applet calls the ai assist streaming endpoint receives a websocket (wss) url starts streaming the live call audio to ai assist at this stage the call audio is sent to ai assist in real time ai assist begins processing the conversation for transcription and smart reply generation 3\ connect applet routes the call to the agent after streaming starts, the platform executes the connect applet the connect applet connects the customer call to ecc uses vsip trunk (ip based sip connection) for routing delivers the call to an available agent this call routing happens independently of the ai assist processing 4\ ai assist processes the stream the streamed audio reaches ai assist , where speech is converted into real time transcripts smart reply suggestions are generated based on the conversation 5\ ai assist data appears on agent desktop ai assist then sends the processed output to the ameyo cc agent desktop agents can see live call transcripts ai generated smart replies these appear inside the ai assist panel in the contact center ui , assisting the agent while the conversation is ongoing key concept the system operates with two parallel flows call routing flow customer → platform → connect applet → ecc → agent ai assist streaming flow platform → stream applet → ai assist → agent desktop this parallel architecture allows ai assist to analyze the call in real time without interfering with the actual call connection between the customer and the agent 5\ ai assist in voice bot handoff voice calls this diagram shows how ai assist works when a voicebot is used before the call is transferred to a live agent the platform processes the voicebot interaction first, then enables streaming and finally connects the call to an agent 1\ customer call lands on platform the flow begins when a customer places a call , which lands on the platform unlike the normal flow, the call first interacts with a voicebot applet before reaching the agent 2\ voicebot handles the initial interaction the voicebot applet processes the customer’s request typical responsibilities include greeting the customer collecting initial information handling simple queries determining whether the call should be transferred to an agent if the voicebot resolves the query, the call may end here if the call requires human assistance, the flow proceeds to the next step 3\ passthru applet transfers the call when the voicebot decides to handoff the call , the flow moves to the passthru applet the passthru applet ensures that the call moves from the voicebot interaction flow to the agent assist flow the audio stream continues without interruption this step effectively transitions the call from automated handling to live agent support 4\ stream applet starts ai assist streaming after the passthrough, the stream applet is executed the stream applet sends a request to the ai assist streaming endpoint receives a websocket url begins streaming the live call audio to ai assist at this point, ai assist starts processing the conversation 5\ connect applet routes the call to ecc once streaming begins, the platform executes the connect applet this applet connects the call to ecc uses a vsip trunk (ip based sip connection) routes the call to an available agent 6\ ai assist processes the conversation the streamed audio reaches ai assist , which processes the conversation in real time ai assist performs speech to text transcription context analysis smart reply generation 7\ smart replies and transcript appear on agent desktop ai assist sends the processed information to the ameyo contact center agent desktop the agent sees live transcript of the customer conversation ai generated smart replies these appear inside the ai assist panel in the contact center interface , helping the agent respond faster and more accurately 7\ constraint ai assist in these scenarios works only when the call first lands on the platform supported flow user → platform → ecc not supported user → ecc directly reason streaming must be initiated through the stream applet in the platform workaround if customers use ecc did directly update call routing so calls first land on the platform did 8\ configuration steps these steps apply to the following platforms ameyo 4x ameyo 6x ip platform ai assist streaming can be configured for two scenarios direct voice calls to agent voicebot → agent handoff calls step 1 — create ai assist assistant follow the step by step guide exotel ai assist userguide ai assist login to the ai assist admin portal create a new assistant enable the following capabilities transcription smart replies real time sentiment after creating the assistant, copy the streaming endpoint url example https //ai assist in exotel com/ai assist/api/v1/accounts/exotel200m/ai assistants/ecd2b6fe 65a9ce/stream urls this endpoint will be used in the stream applet configuration in the platform step 2 — configure call flow in platform login to the platform dashboard navigate to platform console → call flows → applets from here, configure the applets based on the call scenario scenario 1 — voice calls (direct to agent) in this scenario, the customer call directly connects to an agent , while the platform streams the call audio to ai assist step 3 — create stream applet create a stream applet and configure the following streaming endpoint set the http endpoint to the ai assist streaming endpoint example https //ai assist in exotel com/ai assist/api/v1/accounts/exotel200m/ai assistants/ecd2b6fe 65a9ce/stream urls streaming mode enable the option stream only when second leg connected meaning streaming begins only when the agent answers the call this prevents unnecessary streaming before the call connects runtime flow when the stream applet executes stream applet │ ▼ http request → ai assist │ ▼ receive websocket url │ ▼ start audio streaming step 4 — create connect applet add a connect applet immediately after the stream applet configure destination ecc transport vsip trunk final call flow (direct voice calls) customer call │ ▼ platform │ ▼ stream applet │ ├────► ai assist (audio streaming) │ ▼ connect applet │ ▼ ecc │ ▼ agent ai assist processes the streamed audio and displays transcripts and smart replies on the ameyo cc agent desktop scenario 2 — voicebot handoff voice calls in this scenario, the customer first interacts with a voicebot , and the call is later transferred to a live agent streaming should begin after the voicebot handoff , so the agent interaction is captured step 3 — configure voicebot flow create the following applet sequence inside the platform voicebot applet │ ▼ passthru applet │ ▼ stream applet │ ▼ connect applet voicebot handoff flow customer call │ ▼ platform │ ▼ voicebot applet │ ▼ passthru applet │ ▼ stream applet │ ├────► ai assist (audio streaming) │ ▼ connect applet │ ▼ ecc │ ▼ agent why passthru is required the passthru applet allows the call to move from the voicebot flow to the agent assist flow without interrupting the call session streaming then begins once the call transitions to the agent 10\ validation checklist before enabling production traffic, verify the following platform ✔ stream applet created ✔ correct ai assist http endpoint configured ✔ "second leg connected" streaming enabled ai assist ✔ assistant created ✔ streaming endpoint reachable ✔ transcription enabled ✔ smart replies enabled ecc ✔ vsip trunk active ✔ call routing to agent working agent ui ✔ websocket connection established ✔ live transcript visible ✔ smart replies appearing in the ai assist panel