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.
8.20 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.
Smart Module Tokens: Smart Modules are used to set up bot intents in a matter of minutes. Each pass through an Smart Module uses an Smart Module token.
Licensing
The price consists of a licence fee (8.20) + cost per Smart Module token used (8.66).
An Smart Module token is used each time a bot conversation passes through an Smart Module in the CW builder.
8.21 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.
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.
Smart Module tokens: Smart Modules are used to set up bot intents in a matter of minutes. Each pass through an Smart Module uses an Smart Module token.
Licensing
The charging is based on a per-minute basis.
The price consists of a minimum licence fee (8.21) + cost per minute (8.61) + any Smart Module token usage (8.66).
An Smart Module token is used each time a bot conversation passes through an Smart Module in the CW builder.
8.22 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.
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.
Smart Module tokens: Smart Modules are used to set up bot intents in a matter of minutes. Each pass through an Smart Module uses an Smart Module token.
Licensing
The charging is based on a per-minute basis.
The price consists of a minimum licence fee (8.22) + cost per minute (8.62) + any Smart Module token usage (8.66).
An Smart Module token is used each time a bot conversation passes through an Smart Module in the CW builder.
Outgoing telephone charges are not included in this license and are charged as a separate service.
8.23 AI Agent - Emailbot
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.
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.
Smart Module tokens: Smart Modules are used to set up bot intents in a matter of minutes. Each pass through an Smart Module uses an Smart Module token.
Licensing
The price consists of a licence fee (8.23) + any Smart Module token usage (8.66).
An Smart Module token is used each time a bot conversation passes through an Smart Module in the CW builder.
8.24 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.
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.
Smart Module tokens: Smart Modules are used to set up bot intents in a matter of minutes. Each pass through an Smart Module uses an Smart Module token.
Licensing
The price consists of a licence fee (8.24) + any Smart Module token usage (8.66).
An Smart Module token is used each time a bot conversation passes through an Smart Module in the CW builder.
Carrier charges per session or per message are not included and are charged extra.
8.66 AI Agent - Smart Modules
Create intents and conversations in minutes using Smart Modules. Rather than setting up different ways customers can express intents, use pre-built Smart Modules to achieve better results at a fraction of the time invested. The LLM model will automatically take care of the rest.
Licensing
A Smart Module token (8.66) is used each time a bot conversation passes through one in the CW builder.