8. Essentials
8.02 Daktela Workforce Management
Simple web-based tool for omnichannel contact centre shift planning with built-in attendance tracking. AI-driven scheduling and forecasting.
Features
Generate accurate traffic forecast that utilizes historical data: Improve your planning by anticipating customer demand with accurate AI-driven forecasts based on historical data across multiple channels.
Schedule optimal shift plan and utilize traffic forecast and agent preferences: Create efficient schedules that enhance agent utilization while maintaining service levels.
Weekly or daily view shift plans: Get access to monthly or daily views of the generated shift plan.
Agent self-scheduling: Give your agents more control over their schedules with our shift preference, trading, and holiday management tools.
Omni-channel support: Create forecasts and schedules tailored to your omnichannel workflows, ensuring seamless support across multiple communication channels.
Analytics & Reporting: Gain immediate insight into agent performance to support real-time decision making.
Adherence tracking: Keep track of an agent's adherence to their shift plan, both in real-time and historically.
Google calendar integration: Synchronize agent's shift plan to Google Calendar.
Shift trade center: Empower agents to take control of their schedules, vacation and enhance work-life balance, and ensure smooth operations with streamlined request processing.
Payroll export: You can export your agent's attendance and adherence data to your payroll system in just one click.
Micro-shifts: Embrace operational flexibility with 15-minute shift intervals.
Licensing Options
Licensing for Daktela WFM is calculated monthly per agent. Managers and team leaders are not charged.
8.10 AI Agent - Chatbot
Chat automation on the web, messenger, WhatsApp and other channels reduces costs for contact centres and allows 24/7 answers, instant responses, scalability and multilingual communication.
Features
Bot Builder: Utilize a graphical no-code bot builder to design communication flows, similar to constructing UML or BPMN diagrams. This tool accepts inputs from both NLP and various actions, such as events and APIs, while its outputs can range from messages and integrations to buttons and widgets, among others.
Builder catalogue: Access a rich catalogue of predefined templates to handle user prompts and extract specific information from users. These templates cover various categories, including confirmations, numbers, dates, names, and addresses. Using this catalogue significantly accelerates the bot creation process.
Integrations: Enable the chatbot to integrate with external systems, allowing for tasks such as retrieving and storing information. This integration functionality is available as a modular component within the bot builder. For customized integration, you can utilize a Lambda module, which permits the execution of arbitrary code akin to AWS Lambda. Alternatively, you can define API requirements, automatically generate Swagger documentation, and link the integration to a specialized API tailored to your needs.
Channels - Connect your chatbot to your website, FB page or WhatsApp.
NLP - Natural Language Processing: The system enables the analysis of user text to identify user intents (i.e., the underlying meaning of the user's message), entities (such as dates, times, names, etc.), or keywords. This information is extracted following each user prompt and passed on to the bot builder, where a customized flow can be crafted.
Buttons: Accelerate user interactions through predefined buttons, improving response time.
Carousels / Images: Deliver dynamic graphical elements such as images and carousels to the user, with content that can be generated dynamically based on API responses.
Advanced Forms: Enable users to submit structured information through forms, utilizing various input types such as text, textarea, date, and file. Facilitate seamless user interactions by allowing them to request quotes, fill out the necessary forms, and directly send the gathered information to an API.
Discussions: Gain visibility into all interactions between the bot and your visitors. Monitor every message sent, all information stored, and each response generated by the Natural Language Processing (NLP) system to ensure thorough oversight and control.
Validations: Use a module designed to expedite the training process of the Natural Language Processing (NLP) system. Simply assign an intent to each user input, click save, and the system will learn and adapt to enhance its performance.
Reporting: Get ahold of a module that provides high-level insights into discussions and traffic, encompassing essential metrics such as the number of discussions, average discussion length, and time distribution. It's also possible to get more detailed analytics by properly using the discussion goal module within the bot builder.
(6.27+) Daktela Integration: You can create a Daktela AI agent directly from the routing interface, where it can be designated as the target for standard routing within the Daktela Contact Centre. All interactions are then visible in Listings, providing structured details about the call (contexts) along with transcriptions. When transitioning from the AI agent to a live operator, all relevant structured information (contexts) and the transcription of the user-bot interaction are carried over and visible to the agent. The bot builder is equipped with various modules that facilitate tasks such as ticket creation, ticket updates, adding comments to tickets, searching for or creating CRM users, and more. Additionally, any emails or SMS messages dispatched from the bot flow are also archived in Listings for comprehensive record-keeping.
Licensing
The price consists of a minimum licence fee (8.10) + cost per 1 chat (8.60)
The minimum licence fee includes 1000 chats, and when exceeded, the pay-as-you-go charge starts to apply for each additional chat
Chat = one session with one visitor (default session length is 2 hours)
8.11 AI Agent - Inbound Voicebot
Voice automation on the incoming voice line reduces costs for the contact centre, removes DTMF IVRs, and allows 24/7 answers, instant responses, scalability and multilingual communication.
Features
Bot Builder: Utilize a graphical no-code bot builder to design communication flows, similar to constructing UML or BPMN diagrams. This tool accepts inputs from both NLP and various actions, such as events and APIs, while its outputs can range from messages and integrations to buttons and widgets, among others.
Builder Catalog: Access a rich catalogue of predefined templates to handle user prompts and extract specific information from users. These templates cover various categories, including confirmations, numbers, dates, names, and addresses. Using this catalogue significantly accelerates the bot creation process.
Integrations: Enable the chatbot to integrate with external systems, allowing for tasks such as retrieving and storing information. This integration functionality is available as a modular component within the bot builder. For customized integration, you can utilize a Lambda module, which permits the execution of arbitrary code akin to AWS Lambda. Alternatively, you can define API requirements, automatically generate Swagger documentation, and link the integration to a specialized API tailored to your needs.
NLP - Natural Language Processing: Utilize NLP to analyze user text, identifying user intents (the underlying meaning of user messages), entities (such as dates, times, names, etc.), and keywords. This valuable information is extracted after each user prompt and directed to the bot builder, where customized flows can be constructed.
Discussions: Monitor all interactions between your bot and visitors, gaining access to every message sent, all information stored, and each response generated by the NLP system. This ensures complete visibility and control over the discussions.
Validations: Use a module designed to expedite the training process of the Natural Language Processing (NLP) system. Simply assign an intent to each user input, click save, and the system will learn and adapt to enhance its performance.
Reporting: Get ahold of a module that provides high-level insights into discussions and traffic, encompassing essential metrics such as the number of discussions, average discussion length, and time distribution. It's also possible to get more detailed analytics by properly using the discussion goal module within the bot builder.
(6.27+) Daktela Integration: You can create a Daktela AI agent directly from the routing interface, where it can be designated as the target for standard routing within the Daktela Contact Centre. All interactions are then visible in Listings, providing structured details about the call (contexts) along with transcriptions. When transitioning from the AI agent to a live operator, all relevant structured information (contexts) and the transcription of the user-bot interaction are carried over and visible to the agent. The bot builder is equipped with various modules that facilitate tasks such as ticket creation, ticket updates, adding comments to tickets, searching for or creating CRM users, and more. Additionally, any emails or SMS messages dispatched from the bot flow are also archived in Listings for comprehensive record-keeping.
Licensing
The charging is based on a per-minute basis
The price consists of a minimum licence fee (8.11) + cost per minute (8.61)
The minimum licence fee includes 1.000 minutes, and when exceeded, the pay-as-you-go charge starts to apply for each additional minute
8.12 AI Agent - Outbound Voicebot
Enhance your outbound calling efforts with voice automation, enabling you to create highly scalable campaigns that can reach a vast number of customers effectively and efficiently.
Features
Bot Builder: Utilize a graphical no-code bot builder to design communication flows, similar to constructing UML or BPMN diagrams. This tool accepts inputs from both NLP and various actions, such as events and APIs, while its outputs can range from messages and integrations to buttons and widgets, among others.
Builder catalogue: Access a rich catalogue of predefined templates to handle user prompts and extract specific information from users. These templates cover various categories, including confirmations, numbers, dates, names, and addresses. Using this catalogue significantly accelerates the bot creation process.
Integrations: Enable the chatbot to integrate with external systems, allowing for tasks such as retrieving and storing information. This integration functionality is available as a modular component within the bot builder. For customized integration, you can utilize a Lambda module, which permits the execution of arbitrary code akin to AWS Lambda. Alternatively, you can define API requirements, automatically generate Swagger documentation, and link the integration to a specialized API tailored to your needs.
Campaigns: Use a module dedicated to configuring your campaign settings, allowing you to specify the timing, number of attempts, and delay between calls. Data can be imported via three convenient methods: manually, through a CSV file, or directly through an API. The results of your campaign are readily accessible through the campaign dashboard. Additionally, you can retrieve these results either using a real-time integration at the end of each call, complete with information derived from the call, or in batches using the campaign API.
NLP - Natural Language Processing: Utilize NLP to analyze user text, identifying user intents (the underlying meaning of user messages), entities (such as dates, times, names, etc.), and keywords. This valuable information is extracted after each user prompt and directed to the bot builder, where customized flows can be constructed.
Discussions: Gain visibility into all interactions between the bot and your visitors. Monitor every message sent, all information stored, and each response generated by the Natural Language Processing (NLP) system to ensure thorough oversight and control.
Validations: Use a module designed to expedite the training process of the Natural Language Processing (NLP) system. Simply assign an intent to each user input, click save, and the system will learn and adapt to enhance its performance.
Reporting: Get ahold of a module that provides high-level insights into discussions and traffic, encompassing essential metrics such as the number of discussions, average discussion length, and time distribution. It's also possible to get more detailed analytics by properly using the discussion goal module within the bot builder.
(6.27+) Daktela Integration: You can create a Daktela AI agent directly from the routing interface, where it can be designated as the target for standard routing within the Daktela Contact Centre. All interactions are then visible in Listings, providing structured details about the call (contexts) along with transcriptions. When transitioning from the AI agent to a live operator, all relevant structured information (contexts) and the transcription of the user-bot interaction are carried over and visible to the agent. The bot builder is equipped with various modules that facilitate tasks such as ticket creation, ticket updates, adding comments to tickets, searching for or creating CRM users, and more. Additionally, any emails or SMS messages dispatched from the bot flow are also archived in Listings for comprehensive record-keeping.
Licensing
The charging is based on a per-minute basis
The price consists of a minimum licence fee (8.12) + cost per minute (8.62)
The minimum licence fee includes 1.000 minutes, and when exceeded, the pay-as-you-go charge starts to apply for each additional minute
Outgoing telephone charges are not included in this license and are charged as a separate service
8.13 AI Agent - Emailbot (BETA)
Improve your workflows by implementing automation for incoming emails in your Daktela queue. Key functionalities include altering ticket categories, providing operators with suggested responses, and directly sending emails to customers.
Features
Bot Builder: Utilize a graphical no-code bot builder to design communication flows, similar to constructing UML or BPMN diagrams. This tool accepts inputs from both NLP and various actions, such as events and APIs, while its outputs can range from messages and integrations to buttons and widgets, among others.
Integrations: Enable the chatbot to integrate with external systems, allowing for tasks such as retrieving and storing information. This integration functionality is available as a modular component within the bot builder. For customized integration, you can utilize a Lambda module, which permits the execution of arbitrary code akin to AWS Lambda. Alternatively, you can define API requirements, automatically generate Swagger documentation, and link the integration to a specialized API tailored to your needs.
NLP - Natural Language Processing: The system enables the analysis of user text to identify user intents (i.e., the underlying meaning of the user's message), entities (such as dates, times, names, etc.), or keywords. This information is extracted following each user prompt and passed on to the bot builder, where a customized flow can be crafted.
Discussions: Gain visibility into all interactions between the bot and your visitors. Monitor every message sent, all information stored, and each response generated by the Natural Language Processing (NLP) system to ensure thorough oversight and control.
Validations: Use a module designed to expedite the training process of the Natural Language Processing (NLP) system. Simply assign an intent to each user input, click save, and the system will learn and adapt to enhance its performance.
Reporting: Get ahold of a module that provides high-level insights into discussions and traffic, encompassing essential metrics such as the number of discussions, average discussion length, and time distribution. It's also possible to get more detailed analytics by properly using the discussion goal module within the bot builder.
(6.27+) Daktela Integration: You can create a Daktela AI agent directly from the routing interface, where it can be designated as the target for standard routing within the Daktela Contact Centre. All interactions are then visible in Listings, providing structured details about the call (contexts) along with transcriptions. When transitioning from the AI agent to a live operator, all relevant structured information (contexts) and the transcription of the user-bot interaction are carried over and visible to the agent. The bot builder is equipped with various modules that facilitate tasks such as ticket creation, ticket updates, adding comments to tickets, searching for or creating CRM users, and more. Additionally, any emails or SMS messages dispatched from the bot flow are also archived in Listings for comprehensive record-keeping.
Licensing
The price consists of a minimum licence fee (8.13) + cost per email (8.63)
The minimum licence fee includes 10.000 e-mails, and when exceeded, the pay-as-you-go charge starts to apply for each additional e-mail
8.14 AI Agent - RBM Agent
RBM (Rich Business Messaging) is a communication protocol that enables businesses to send more interactive and engaging text messages to users, including features such as suggested reply buttons, rich card layouts, and high-resolution images.
Boost the conversion rate of SMS campaigns by deploying RCS (SMS 2.0) campaigns, engaging your customers with interactive elements such as buttons and carousels directly within the native Android Messages app, facilitating smoother and more dynamic communication.
Notes:
Be aware that these campaigns can only be sent to carriers that provide support for this service, and availability may vary by country.
It’s important to note that only Android devices have adopted the RCS standard from GSMA, whereas it's not clear whether the iPhone platform will implement this protocol anytime in the future.
Features
Bot Builder: Utilize a graphical no-code bot builder to design communication flows, similar to constructing UML or BPMN diagrams. This tool accepts inputs from both NLP and various actions, such as events and APIs, while its outputs can range from messages and integrations to buttons and widgets, among others.
Builder catalogue: Access a rich catalogue of predefined templates to handle user prompts and extract specific information from users. These templates cover various categories, including confirmations, numbers, dates, names, and addresses. Using this catalogue significantly accelerates the bot creation process.
Integrations: Enable the chatbot to integrate with external systems, allowing for tasks such as retrieving and storing information. This integration functionality is available as a modular component within the bot builder. For customized integration, you can utilize a Lambda module, which permits the execution of arbitrary code akin to AWS Lambda. Alternatively, you can define API requirements, automatically generate Swagger documentation, and link the integration to a specialized API tailored to your needs.
Campaigns: Use a module dedicated to configuring your campaign settings, allowing you to specify the timing, number of attempts, and delay between calls. Data can be imported via three convenient methods: manually, through a CSV file, or directly through an API. The results of your campaign are readily accessible through the campaign dashboard. Additionally, you can retrieve these results either using a real-time integration at the end of each call, complete with information derived from the call, or in batches using the campaign API.
NLP - Natural Language Processing: Utilize NLP to analyze user text, identifying user intents (the underlying meaning of user messages), entities (such as dates, times, names, etc.), and keywords. This valuable information is extracted after each user prompt and directed to the bot builder, where customized flows can be constructed.
Buttons: Accelerate user interactions through predefined buttons, improving response time. RCS buttons enhance user interaction by offering functionalities such as launching a web page, initiating a phone call with a predetermined number, or opening a map application with a specific address pre-filled.
Carousels / Images: Deliver engaging visual content to users in the form of images and carousels, with the ability to dynamically generate the content of these visuals based on API responses.
Discussions: Gain visibility into all interactions between the bot and your visitors. Monitor every message sent, all information stored, and each response generated by the Natural Language Processing (NLP) system to ensure thorough oversight and control.
Validations: Use a module designed to expedite the training process of the Natural Language Processing (NLP) system. Simply assign an intent to each user input, click save, and the system will learn and adapt to enhance its performance.
Reporting: Get ahold of a module that provides high-level insights into discussions and traffic, encompassing essential metrics such as the number of discussions, average discussion length, and time distribution. It's also possible to get more detailed analytics by properly using the discussion goal module within the bot builder.
(6.27+) Daktela Integration: You can create a Daktela AI agent directly from the routing interface, where it can be designated as the target for standard routing within the Daktela Contact Centre. All interactions are then visible in Listings, providing structured details about the call (contexts) along with transcriptions. When transitioning from the AI agent to a live operator, all relevant structured information (contexts) and the transcription of the user-bot interaction are carried over and visible to the agent. The bot builder is equipped with various modules that facilitate tasks such as ticket creation, ticket updates, adding comments to tickets, searching for or creating CRM users, and more. Additionally, any emails or SMS messages dispatched from the bot flow are also archived in Listings for comprehensive record-keeping.
Licensing
The price consists of a minimum licence fee (8.14) + cost per chat (8.64)
The minimum licence fee includes 1.000 chats, and when exceeded, the pay-as-you-go charge starts to apply for each additional chat
Chat is a one session with one visitor (default session length is 24 hours)
Carrier charges per session or per message are not included and are charged extra
8.15 AI Agent - GPT Knowledge Bot (BETA)
Enhance your chatbot or email bot by empowering it to retrieve answers to customer queries directly from your knowledge base. For specific business scenarios, such as generating quotes or capturing leads, continue leveraging the bot builder and integrations available on our platform. For all other inquiries, take advantage of the GPT Knowledge integration to ensure comprehensive and accurate responses.
Features
Knowledge Base Integration: Connect to a knowledge base to automatically source and provide answers to customer inquiries using ChatGPT. When a relevant response is identified, the bot promptly delivers this information to the user, along with potential links to your knowledge base for further reference. Your knowledge base could encompass various resources such as a public website, an assortment of PDFs, a static FAQ section, and more.
Bot Builder: Utilize a graphical no-code bot builder to design communication flows, similar to constructing UML or BPMN diagrams. This tool accepts inputs from both NLP and various actions, such as events and APIs, while its outputs can range from messages and integrations to buttons and widgets, among others.
Builder catalogue: Access a rich catalogue of predefined templates to handle user prompts and extract specific information from users. These templates cover various categories, including confirmations, numbers, dates, names, and addresses. Using this catalogue significantly accelerates the bot creation process.
Integrations: Enable the chatbot to integrate with external systems, allowing for tasks such as retrieving and storing information. This integration functionality is available as a modular component within the bot builder. For customized integration, you can utilize a Lambda module, which permits the execution of arbitrary code akin to AWS Lambda. Alternatively, you can define API requirements, automatically generate Swagger documentation, and link the integration to a specialized API tailored to your needs.
NLP - Natural Language Processing: Utilize NLP to analyze user text, identifying user intents (the underlying meaning of user messages), entities (such as dates, times, names, etc.), and keywords. This valuable information is extracted after each user prompt and directed to the bot builder, where customized flows can be constructed.
Buttons: Accelerate user interactions through predefined buttons, improving response time.
Carousels / Images: Deliver dynamic graphical elements such as images and carousels to the user, with content that can be generated dynamically based on API responses.
Advanced Forms: Enable users to submit structured information through forms, utilizing various input types such as text, textarea, date, and file. Facilitate seamless user interactions by allowing them to request quotes, fill out the necessary forms, and directly send the gathered information to an API.
Discussions: Gain visibility into all interactions between the bot and your visitors. Monitor every message sent, all information stored, and each response generated by the Natural Language Processing (NLP) system to ensure thorough oversight and control.
Validations: Use a module designed to expedite the training process of the Natural Language Processing (NLP) system. Simply assign an intent to each user input, click save, and the system will learn and adapt to enhance its performance.
Reporting: Get ahold of a module that provides high-level insights into discussions and traffic, encompassing essential metrics such as the number of discussions, average discussion length, and time distribution. It's also possible to get more detailed analytics by properly using the discussion goal module within the bot builder.
(6.27+) Daktela Integration: You can create a Daktela AI agent directly from the routing interface, where it can be designated as the target for standard routing within the Daktela Contact Centre. All interactions are then visible in Listings, providing structured details about the call (contexts) along with transcriptions. When transitioning from the AI agent to a live operator, all relevant structured information (contexts) and the transcription of the user-bot interaction are carried over and visible to the agent. The bot builder is equipped with various modules that facilitate tasks such as ticket creation, ticket updates, adding comments to tickets, searching for or creating CRM users, and more. Additionally, any emails or SMS messages dispatched from the bot flow are also archived in Listings for comprehensive record-keeping.
Licensing
License for AI Agent - Chatbot or AI Agent - Emailbot is required
The price consists of a minimum licence fee (8.15) + cost per message to GPT (8.65)
The minimum licence fee includes 2.000 messages to GPT, and when exceeded, the pay-as-you-go charge starts to apply for each additional message
8.16 Smart Call Transcription (STT) (BETA)
Automatically transcribe interactions between agents and customers, extracting summaries, keywords, topics, and sentiments to provide a comprehensive understanding of each call.
Features
Call transcription: After each call, immediately transcribe the conversation and securely store the transcription in a ticket for easy access and reference.
Smart information: Automatically identify the topic, summary, keywords, and sentiment of each call, and conveniently save this valuable information either in a custom field or as a comment on the ticket for future reference and analysis.
(6.27+) Future updates: The transcription will be directly archived under activities in Listings. Meanwhile, our research and development efforts are focused on refining predefined topics and QA forms to enhance user experience.
Licensing
The price consists of a minimum licence fee (4.09) + cost per transcribed minute (4.10)
The minimum licence fee includes 10.000 transcribed minutes, and when exceeded, the pay-as-you-go charge starts to apply for each additional minute