CLOVA AiCall creation process

Available in Classic and VPC

Contact Center creation process

Once the preliminary tasks for creating a Contact Center (subscribing to Object Storage and CLOVA Chatbot services) are complete, you can begin creating a Contact Center using the CLOVA AiCall service.

1. Create a Contact Center

You can create a Contact Center using the CLOVA AiCall service. When creating a Contact Center, you can configure its identifiers, service type, the number of channels based on the size of the deployed Contact Center, and the storage path for saving call records.

2. Issue and register phone numbers

You can issue a phone number to use for customer service. You can select a customer service phone number from the CLOVA AiCall service's phone number pool, with 1 number assigned per agent. Alternatively, if you already have a phone number for customer service, you can register it with CLOVA AiCall to use it as an outgoing number. To register an outgoing number, you must submit your mobile and landline numbers along with a certificate of telecommunications service usage. For more information on registering outgoing numbers, see the Customer Support and FAQ on the NAVER Cloud Platform portal.

3. Create and register a customer response scenario

Use the CLOVA Chatbot service to register the chatbot domain to be used for the customer response flow in the Contact Center. The AI Callbot responds to customers based on the customer response scenario configured in the corresponding chatbot.

4. Creating an agent

Create an AI Callbot agent that handles customer interactions on behalf of a human agent. When you create an agent, you can configure the phone number used for customer interactions, the conversation scenario for responding to users, and the voice settings used during conversations.

5. Registering campaign targets and creating campaigns

Selecting the outbound service type during domain creation enables the Campaign menu. The campaign is an event structure where customers are contacted by phone for guidance. When creating a campaign, you must specify the call agents to be included in the campaign and the campaign targets. Based on this information, you can automatically call campaign target customers during the campaign operating hours. Even when the customer cannot be reached by phone, you can run various campaigns, such as setting the number of retries.

6. Check dashboard

Once the Contact Center is configured and the service is operational, you can view the overall operational status by agent on the CLOVA AiCall service builder dashboard.