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In this tutorial, you will learn how to create a voice AI Agent that uses dial logic. Dial logic lets users select options by pressing the corresponding numbers on a dial pad. This way, the voice AI Agent can guide users through predefined paths based on users’ choices.

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Prerequisites

  • You need to have access to a Cognigy.AI account.
  • One of the following speech provider credentials is required for testing a voice agent: Microsoft Azure Speech Services, Google Speech Services, or Amazon Polly.

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Add Speech Provider Credentials

To add credentials for a speech provider, follow these steps: After adding credentials for the speech provider, you can create your first voice agent.

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Build a Voice AI Agent

To build a voice AI Agent, follow these steps:
1

Create a Flow

  1. In the left-side menu of the Project, go to Build > Flows.
  2. Create a new Flow by clicking + New Flow in the upper-right corner.
  3. In the New Flow window, do the following:
    • Name — add a unique name, for example, Getting Started.
    • Description — add a relevant description, for example, Getting Started Guide for voice agent.
  4. Click Create.
2

Add a Set Session Config Node

  1. In the Flow editor, click + and select Extensions > VG.
  2. Create a new Node by selecting Set Session Config from the list. The Node appears in the Flow editor.
  3. Left-click the Set Session Config Node to open the Node editor.
  4. In the Node editor, go to the DTMF section.
  5. In the DTMF section, activate the Capture DTMF Signals setting and remove # from the DTMF Submit Digit field.
  6. Click Save Node.
3

Add a Question Node

  1. Below the Set Session Config Node, add a Question Node.
  2. In the Question Node editor, configure the following settings:
    • From the Question Type list, select Number.
    • From the Output Type list, select Text.
    • In the Text field, enter the following sentences:Welcome to our customer service line. To learn about payment options, press 1. To contact technical support, press 2.
  3. Click Save Node.
4

Add a Lookup Node

  1. Below the Question Node, add a Lookup Node.
  2. In the Lookup Node editor, select the Text type and click Save Node.
5

Add Case Nodes

  1. Click the Case Node. In the Value field, specify 1, then click Save Node.
  2. Below the Case Node, add a Say Node.
  3. In the Say Node editor, go to the Text field and in specify the following sentences: We accept the following payment methods:Credit Card (Visa, Mastercard, American Express), PayPal for secure online payments, or Bank Transfer for direct transfers from your bank account. Thank you for contacting us! Have a great day! Goodbye.
  4. Click Save Node.
  5. Click the second Case Node. In the Value field, specify 2.
  6. Below the second Case Node, add a Say Node.
  7. In the Say Node editor, go to the Text field and in specify the following sentences: Apologies, all support members are busy. Try to contact us later. Thank you for your patience.
  8. Click Save Node.
6

Add a Hang Up Node

  1. At the end of the Flow, add a Hang Up Node.
  2. Click Save Node.
Once the voice agent is created, you can test it using the Interaction Panel.

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Test your Voice AI Agent

To test your voice AI Agent, follow these steps:
  1. In the existing Flow, open the Interaction Panel by clicking interaction-panel Chat with your Agent in the upper-right corner of the page. The Interaction panel appears on the right side of the Flow Editor.
  2. Initiate a call by clicking phone > Start Call at the bottom of the Interaction Panel.
  3. Listen to the message from the voice agent and then select either number 1 or 2 on the dial pad dialpad located in the bottom-right corner of the Interaction Panel.
  4. The voice agent will respond with a voice message according to the number you selected, and then finish the conversation. If you want to listen to a specific voice output again, hover your cursor over the message in the Interaction Panel and click Voice Preview.
To deploy your Flow in production, you will need to create a Voice Gateway Endpoint and set up a SIP Trunk provider. For these steps, refer to the Voice Gateway documentation.

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What’s Next?

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