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W H I T E P A P E R
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Advantages:
1. Full cloud hosted solution; no infrastructure setup cost andmaintenance costs involved
2. Flexible voice agent can manage interaction with external APIs and apps to enrich the response before
sending
Limitations:
1. The approach uses call recording, recording retrieval services from Twilio. Owing to sequential nature of
these services and latency involved in each operation, this approach is not very practical as the
conversations will have noticeable delays
2. Voice agent using IP-PBX solution and SIP stack
Most of the companies have IP-PBX system installed. This option is to leverage the existing IP-PBX solution to
deploy voice agents in your infrastructure. The solution stack is built using
—
Asterisk as IP-PBX system
—
Twilio for SIP trunk.
—
Watson cognitive services for speech-to-text, conversation and text-to- speech
Ahigh level overview is shown below
Tradition Phone
Systems
VoIP
IP-PBX
ASTERISK
Voice Agent Pool
SIP Trunk
SIP
Voice Agent
SIP Library
Api orchestrator
Dialog Assistant
Speech to text
Conversation
Text to speech
Other APIs/DB calls
WS
HTTPS
HTTPS