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Hello everyone,
I’m working with a client who is interested in leveraging Google Cloud’s Contact Center AI (now renamed CCaaS if I'm correct) for their project. They have some specific requirements and questions that I’m hoping to get assistance with:
1. Outbound Calls Initiated Programmatically:
•They want to programmatically trigger outbound phone calls to identified users through our app or via phone numbers.
> I am thinking of using a campaign, with timezone management, according to this documentation but I do not find the option mentioned in the doc (I don't have Campaigns under Settings)
•These calls should be handled by an automated bot that provides instructions to the users.
> Dialoflow CX, no problem here.
2. Control Over Call Parameters and Recording:
•They need programmatic control over the calls in terms of frequency and triggering.
•Recording of these calls is essential. They require:
•a. Recording in WAV format or any lossless format without compression artifacts.
•b. A minimum sampling rate of 16 kHz with 16-bit PCM.
•c. The ability to send the audio recordings directly to their servers.
> The only option for recording I found, is for Insights, and it only mentions MP3.
3. Interaction Management Using Speech-to-Text:
•They want to manage interactions during the call using speech-to-text capabilities to understand user responses in real-time.
Questions:
•Does CCAI support programmatically initiating outbound calls with the level of control they need?
•Can CCAI handle high-quality call recordings that meet their specified audio standards?
•What is the best way to implement speech-to-text during these calls for real-time interaction management?
I’m looking for guidance on how to approach this with CCAI or if there are any best practices or architectures that would suit these requirements.
Any insights or suggestions would be greatly appreciated!
Thank you in advance for your help.
