Sister system
Virtual agents
A virtual agent is an IVR with a model behind it. It still needs a queue, a failure prompt, and a person.
Configuration
- Intents or tasks the bot is allowed to finish, and an explicit handoff to a human queue.
- A knowledge source you can name. If the bot cannot point at that source, it is guessing.
- DTMF as a fallback when speech fails. Latency budget for the turn, because silence makes callers abandon.
- A rule for transcripts and PII. Recording laws do not disappear because a model is in the path.
Troubleshooting
- The bot never hands off: the confidence threshold or the flow has no escape edge.
- The bot hands off immediately: the entry point is skipping the flow, or the language does not match.
- The agent desktop gets the call and no context: the handoff payload did not include the interaction id.
Webex Contact Center AI, Amazon Connect, and Google Contact Center AI are different products. Copy the idea of handoff and grounding. Copy the setting names from the current guide only.