AI voice agent reference
Reference information for AI voice agents.
AI voice agent roles
The following table lists the roles installed with the Voice for Now Assist plugin.
| Roles | Description |
|---|---|
| sn_voice_aia.admin | Provides access to agents configuration flow |
| sn_voice_aia.guest | Enables employees to use AI voice agents without authentication |
| sn_voice_aia.integration | Enables access to integrations such as Oracle |
AI voice agent attributes
The AI voice agent attributes enable you to configure the authentication functionality for AI voice agents. Navigate to and search for Now Assist Deployment Config Attributes table to view the attributes.
The following table lists the attributes related to AI voice agent configuration.
| Attribute | Description |
|---|---|
| voice_max_retries | The maximum number of retries allowed for successful authentication before the user account is locked. The default value is 3. |
| voice_minutes_account_is_locked | The number of minutes the user account is locked for, following maximum retries. The default value is 1440 minutes. |
AI voice agent system properties
The following table consists of system properties to set up AI voice agents.
| Property | Description |
|---|---|
| sn_aia.enable_voice_agent_setup | The system property to enable AI voice agents. Set the value of the property to true to enable AI voice agents on the instance. |
Configuration for custom AI voice agent provider
The following table captures the required configurations on your instance to support AI voice agents. These configurations are required only if you’re creating a new messaging channel, provider channel, and provider channel identity for AI voice agents.
| Field | Value |
|---|---|
| Messaging channel | |
| Type | Phone |
| Synchronous | True |
| Provider Channel | |
| Provider attributes action | sn_va_as_service.virtual_agent__bot_to_bot_provider_attributes |
| Sender subflow | sn_va_as_service.virtual_agent__bot_to_bot_contextual_action |
| Contextual action | sn_va_as_service.virtual_agent__bot_to_bot_contextual_action |
| Allow account linking | True |
| Account linking type | Verification question |
| Automatic link action | sn_va_as_service.virtual_agent__bot_to_bot_auto_link_account |
| Rich control mappings | |
| Control type | DefaultAction |
| Outbound transformer action | sn_va_as_service.virtual_agent__bot_to_bot_action_outbound_transformer |
| Provider Channel Identity | |
| Message auth | Name of the message authentication that you created as part of |
| Provider Identity properties | |
| allow_storing_history_in_ongoing_conversation | True |
AI voice agent analytics indicators details
The following table maps the visualizations to the indicator sources and the calculation behind the metrics shown in the dashboard.
| Visualization | Indicator type | Calculation | Available breakdowns | Frequency | Unit | Precision |
|---|---|---|---|---|---|---|
| Total voice conversations | Automated | Count of all voice calls | None | Daily | # | 0 |
| Calls completed without a live agent | Automated | Count of voice calls where Agent chat=false | None | Daily | # | 0 |
| Conversations transferred to a live agent | Automated | Count of voice calls where Agent chat=true | None | Daily | # | 0 |
| Number of tickets created | Automated | Count of Interaction Related Records where Agent chat = false and Interaction Virtual agent = true and Interaction Type = Phone and Interaction AI Voice = true | None | Daily | # | 0 |
| Conversations disconnected | Automated | Count of voice calls where State=Closed Abandoned | None | Daily | # | 0 |
| Inferred customer satisfaction (CSAT): average score (out of 5) | sn_na_analytics_insights table | Average of session CSAT | None | Daily | # | 1 |
| Average voice conversation duration | Formula | [[AI Agent- Summed duration of calls]] / [[AI Agents- Total Calls]] | None | Daily | Minutes | 0 |
| Number of deflected conversations per AI agent | sn_na_analytics_insights table | Count of voice calls where Resolved is Yes | None | Daily | # | 0 |
AI voice agent transcript and logs tables
The following tables contain details of the voice calls, from initiation and conversation details to agent actions and tool executions.
| Table | Details |
|---|---|
| sn_aia_execution_plan | The sn_aia_execution_plan table stores execution plans associated with voice calls. Each record in this table represents a single execution plan and contains detailed information about the interactions and actions that occurred during the call. |
| sn_aia_tools_execution | The sn_aia_tools_execution table logs information related to tool executions during a voice call. Each record represents a single tool execution and captures details about the agent, the tool used, and the outcome of that execution. |
| sys_cs_conversation | The sys_cs_conversation table stores the conversation record created at the start of a voice call. Its creation timestamp marks the beginning of the call. This table contains metadata and transcripts associated with the
conversation, like state, device type, and transcripts from the call. 注: Personally Identifiable Information (PII) data is redacted from transcripts before it is stored. |
| Interactions | The Interactions table is similar to sys_cs_conversation and is created at the same time as the conversation record. It contains much of the same information related to the voice call. |
| sys_generative_ai_log | The sys_generative_ai_log table stores general-purpose logs for generative AI interactions during a voice call. If an agent uses an LLM (Large Language Model) during the call, this table records the relevant details such as prompt, response, and errors. |