Managing agents

Available in Classic and VPC

Manage Agent

CLOVA AiCall service's Agent sets AI Callbot to serve customers by matching customer service scenarios, depending on the service type set when creating the initial Contact Center.

Actions of Agent by service type

• Inbound: AI Callbot Agent automatically serves to customer inquiries
• Outbound: AI Callbot Agent creates a campaign to automatically call the target customer, then provides specified guidance to the connected customer

Create Agent

Create Agents, AI Callbots that will serve customers on behalf of human counselors. You can set the phone number to be used for customer service, the conversation scenario to serve the user, and the voice information to be used for the conversation with the user when creating Agents.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to create Agent from the registered Contact Center list.
3. Click the Manage Agent menu in the AiCall setting area on the left side of the page.
4. Click the [Create Agent] button to create Agent.
5. Set the Agent information to use to serve the user, and then click the [Save] button.
   
   • Agent information: Enter the name of the Agent to register
   • Set phone number: Set the phone number. You can select a phone number previously issued or issue a new phone number (the cost of issuing a phone number is free, but the number that can be registered per Agent is currently limited to one)
   • Select chatbot domain: Selects the chatbot domain to connect from the AiCall-type chatbot domain list. If there is no AiCall-type domain, create domains in chatbot service first
   • Set voice recognition: Provides the current Korean voice recognition. You can check the recognition result when uploading the test file
   • Set voice synthesis: Sets the language spoken and details of the voice to be provided when serving customers. You can test the voice synthesis when entering test text

Change Agent status

You can change the status of Agents registered.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Manage Agent menu in the AiCall setting area on the left side of the page.
4. Select the Agent item to change the status from the Agent list, and then click the [Change Agent status] button.
   
   • For Agents in use, the status is changed to Disabled, and all campaigns connected to the Agent are temporarily switched to Suspended.
   • For Agents in Disabled status, the status is changed to In use, but campaigns connected to the Agent are not automatically restarted.

Delete Agent

If a service scenario matching the Agent is no longer used, you can delete it. However, before deleting the Agent, check if the status of the Agent is set to Disabled and the campaign connected to the Agent is closed.

1. Click CLOVA AiCall > Contact Center in that order in the NAVER Cloud Platform console.
2. Click the [Run builder] button of the Contact Center to manage from the Contact Center list.
3. Click the Manage Agent menu in the AiCall setting area on the left side of the page.
4. Select the Agent item to delete from the Agent list, and then click the [Delete Agent] button.