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The Voice Copilot Endpoint handles transcripts from voice calls via webhooks, processes them in real time and sends them to Agent Copilot Flows. After receiving a transcript, the Endpoint passes the userId and sessionId variables to Cognigy.AI to identify the Agent Copilot workspace to be updated. The Voice Copilot Endpoint works with any handover provider supported by Cognigy.AI. This Endpoint also supports integration with SIP recording (SIPREC). SIPREC is an open SIP-based protocol for call recording in contact centers. Session Border Controllers (SBC) integrate SIPREC with the contact center. You can configure the Voice Copilot Endpoint in the following setups:
  • Cognigy.AI in front of a contact center
  • A SIPREC contact center integration in front of Voice Gateway## Generic Endpoint Settings

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Key Features

  • Processes real-time speech transcripts.
  • Manages user and session identification.
  • Supports human agent and user tagging in channels.
  • Implements output buffering for sequential message processing.
  • Handles SIPREC INVITE requests for call setup.

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Prerequisites

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Transcript Data Flow

The data flow shows how the Endpoint receives call transcripts, identifies the speaker, sends the data to Agent Copilot for processing, and then processes the responses to send back.

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Generic Endpoint Settings

Find out about the generic endpoint settings available with this endpoint on the following pages:

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Set up a Voice Copilot Endpoint

  1. In Deploy > Endpoints, click + New Endpoint.
  2. In the New Endpoint section, configure the following:
    • Endpoint Type — select Voice Copilot.
    • Name — enter a unique name.
    • Flow — select a Flow from the list.
  3. In the Configuration Information section, copy the Endpoint URL for later use in the Transfer Node if you use Cognigy.AI in front of your contact center.

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Configure the Voice Copilot Endpoint

  • Cognigy.AI in Front
  • SIPREC Contact Center Integration in Front
Configure the Voice Copilot Endpoint in a Transfer Node:
  1. In Build > Flows, select a voice Flow from the list.
  2. In the Transfer Node, select the Dial transfer type.
    1. Activate the Enable Copilot setting.
    2. Enter the Copilot Headers Key. The key is provider-dependent. For example, for Genesys, the key is User-to-User. The generated value becomes accessible after engaging the Transfer Node, located in the Input object as {{input.UUIValue}}. You don’t need to handle this value manually. It is automatically generated and added to the header.
    3. In the Transcribe section, enter the Voice Copilot Endpoint URL in the Transcript Webhook field. You need to copy this Endpoint URL from the Endpoint URL field in the Endpoint settings. For example, https://endpoint.cognigy.ai/<your-endpoint-id>. This setup ensures that the Voice Copilot Endpoint receives the transcript and the corresponding session and user IDs, ensuring the transcript is correctly matched with the Agent Copilot workspace.

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More Information