Enabling Inbound Call Streaming for AI Assist on Ameyo 6.0

28 min

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

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

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