Agent management

Available in Classic and VPC

In CLOVA AiCall, the agent matches customer service quickstart based on the service type configured when you create the Contact Center, enabling the AI Callbot to handle customer interactions.

Agent behavior by service type

• Inbound: Receives customer inquiry calls and automatically provides responses through the AI Callbot Agent.
• Outbound: Creates campaigns to automatically place calls to target customers, and delivers predefined messages to connected customers through the AI Callbot Agent.

Agent creation

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 quickstart for responding to users, and the voice settings used during conversations.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. From the list of registered Contact Centers, click [Run builder] for the Contact Center where you want to create an agent.
3. In the AiCall settings area on the left side of the interface, click Agent management menu.
4. To create an agent, click [Agent creation].
5. Configure the agent information used for customer interactions, and then click [Save].
   
   • Agent information: Enter the name of the agent to register.
   • Phone number settings: Configure the phone number. Select an existing issued phone number or request a new one. (Issuing a phone number is free, but you can register only 1 phone number per agent.)
   • Select a chatbot domain: Select a chatbot domain to connect from the list of chatbot domains of the AiCall type. If no AiCall-type domain exists, create a domain in the chatbot service first.
   • Voice recognition settings: Voice recognition is currently available in Korean. You can upload a test file to check the recognition results.
   • Speech synthesis settings: Configure the speaking language and voice details used for customer interactions. You can enter test text to run a speech synthesis test.

Change agent status

You can change the status of a registered agent.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. In the AiCall settings area on the left side of the interface, click Agent management menu.
4. From the agent list, select the agent item whose status you want to change, and then click [Change agent status].
   
   • If the agent is currently in use, the status changes to Disabled, and all campaigns connected to the agent are paused.
   • If the agent is currently disabled, the status changes to Enabled, but campaigns connected to the agent do not restart automatically.

Agent deletion

You can delete a response quickstart matched to an agent when it is no longer needed. Before deleting an agent, make sure the agent is Disabled and that all campaigns connected to the agent are closed.

1. In the NAVER Cloud Platform console, navigate to > Services > AI Services > CLOVA AiCall > Contact Center.
2. In the Contact Center list, click [Run builder] for the Contact Center to manage.
3. In the AiCall settings area on the left side of the interface, click Agent management menu.
4. From the agent list, select the agent item you want to delete, and then click [Agent deletion].