1.1 - The call-flow modules

Flows are the core of our platform. Each flow is made up of modules. A flow works like a canvas — you connect modules to build what you need. Think of modules as building blocks, each with a specific function and settings.

A single module does little on its own. Linked together, modules create a complete system. It’s like fitting puzzle pieces together to reveal the big picture.

In this article, you’ll learn about the different module types and what they do, so you can build flows that fit your needs.

Once connected, your call flow will look like a tree, with your number as the starting point. Here’s an example:

Each icon in the flow represents a specific module type. In the following section, we will provide an explanation for each of them.

To get started, log into your babelforce manager app and go to

IVR / Voicebot > Call flows

When you reached this side, you can add new call modules. Click on "Add new module" at the top right of the page. You will be presented with a selection of all available call modules (see screenshot).

Next, we will give a brief introduction to each of modules:

• Automatic Call Distribution (ACD)
• Audio Player
• Speech to Text
• Input Reader
• Switch Node
• New input Reader
• Simple Menu
• Voice Recording
• Transfer
• Agent Queue Experience
• AI Agent
• Voice Bridge

Automatic Call Distribution (ACD)

ACDs (Automatic Call Distributors) manage incoming calls by adding them to a queue. They also define what audio customers hear while waiting for an agent, whether or not a call is being recorded, they can also prohibit customers to enter a queue, and define which queue a call should enter in the first place.

Without an ACD, calls wouldn’t reach the queue, and customers wouldn’t get help. This call module allows you to control how long customers should wait in a queue and what happens if a maximum queue wait time was reached. You can also directly adjust agent selections and have control over the queue the ACD is connected to. 

In the next section, you’ll learn how to connect the ACD module with a queue and a phone number in your call flow. Queue settings are covered in the settings section.

Audio Player

Switch Node

Switch Nodes take decisions based on a set of rules. It's like being at an intersection with different roads leading to different destinations. Your decision on which road to take depends on various factors, such as whether you're hungry or in pain.

The Switch Node operates similarly, but instead of human needs, it's triggered by predefined conditions. For example, is the caller reaching you during business hours? Is an agent available to take the call? You can define as many conditions as you need, and even test customer inputs with the Input Reader module.

New Input Reader

The New Input Reader module combines all the functionalities of the Input Reader, Simple Menu and Speech to text (STT) modules.

This module additionally has an integrated routing rule, which can be used to set up more complex call flows similar to a Switch Node.

Voice Recording

The Voice Recording module enables you to store voice messages from customers when all agents are busy or calling outside business hours. By integrating this module at the end of your call flow, customers can easily leave voice messages. The recorded messages can be pushed to your CRM or helpdesk system or stored on your own servers, providing flexible data management options.

Transfer

The Transfer module easily forwards calls to office workers without direct support or sales roles. It can be configured by mapping the employee's phone number and linking their device. 

More advanced users can also use it to forward calls via the internet (using SIP). 

Agent Queue Experience

The Agent Queue Experience, also known as "Whispering" plays an uploaded file to the agent before being connected to the caller. This way, agents can be provided with valuable information, such as the  language of the caller, so they can effectively communicate with them, ensuring a smoother interaction.

AI Agent

The AI Agent is a call module that allows you to connect directly with your LLM chatbot. Out of the box, babelforce has a configured connection with the Zendesk Advanced AI chat. It gives your chatbot a voice and allows you to exchange central information between the different systems.

Note: This feature will include additional third-party costs. These charges are determined by the duration of the caller's input and the pricing.
For detailed pricing information or assistance with cost estimation, please contact our support team at support@babelforce.com.

Voice Bridge

This experimental call module is a Speech-to-Speech integration, allowing you to directly connect to your AI Speech model with babelforce. This allows for the fastest interaction between your AI system and babelforce. It requires a full setup of a model on your side and is as of now not available with a partner system. The technology is developing fast, though. Therefore, we will keep you updated on any progress.

Note: This feature will include additional third-party costs. These charges are determined by the duration of the caller's input and the pricing.
For detailed pricing information or assistance with cost estimation, please contact our support team at support@babelforce.com.