Set Up Gladly Voice AI

Configure the IVR to allow Gladly AI to interact with Voice Customers and hand off to Agents if necessary.

Before you start

• Ensure you have received and completed the Voice AI Pre-Implementation Checklist.

• Determine which phone number and IVR you want to introduce Gladly AI into.

• Determine which point in the IVR you’d like Gladly AI to interact with Customers. Remember your Gladly AI use cases (configured as Guides) when determining this experience. For example, introducing Gladly AI linked to your “Where is my order” Guide in the IVR hierarchy, where Customers ask to check their order's status.

• Determine which Inbox to route calls that Gladly AI can hand off to if it needs to route the call to an Inbox/Agent.

Edit the IVR to add the Gladly Voice AI node

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Channels category, click IVR.

4. Hover over the IVR you want to edit, then click .

   • To learn more about the IVR tree, see IVR Interface Overview.

5. From the IVR tree, find and click the node after which you want to introduce Voice AI. This is the node that moves the call to the Gladly Voice AI node. The sample image below shows a Menu node where Customers press/say an option (in this case, “3”) to move the call to the Gladly Voice AI node.

   

6. Under the Default Next Node section of the selected node, click the drop-down menu, then select Create New Node. Select Gladly Voice AI from the list of node types, and the node is automatically added to the IVR tree and linked to the node.

7. Edit the Gladly Voice AI node:

   • Name – Enter a name to help you identify the node.

   • Keyword – A string that’s passed on to Gladly AI. For example, if you put the keyword “wismo” Gladly AI will behave like the caller said, “Where is my order?” when the call is routed to it from this node. This can help if Gladly AI has multiple Guides.

   • Description – Enter a short description of what the node is intended to do. This shows up in reports.

     • Tip – This is the same description that appears as an end state in the IVR Report.

   • Enable voice automation recording – This checkbox decides whether a recording of the Gladly AI portion of the call is created and shown in the Conversation Timeline.

   • Exit Node –  The node to go to if Gladly AI needs to hand off to an Inbox/Agent. This should be a Handoff node, which can then be configured in the Voice Entry Points page to either route the call to a default Inbox or a specific Inbox.

   • Issue Resolved Node – Skip this node. If Gladly AI resolves a problem and wants to end the conversation, this is the node it goes to.

   • Error Node –  Select the node if Gladly AI encounters an error. This can be a Message node with error messaging, followed by a Handoff, or a Handoff node directly.

8. Click Publish to confirm and save your changes.

What happens in the IVR after configuring Gladly Voice AI

When a Customer calls, the call audio is streamed to Gladly AI if the call reaches the Gladly Voice AI node in the IVR. Gladly AI then detects and transcribes speech into text. Transcribed messages appear in the Conversation Timeline, where Agents can see the interaction. Gladly AI uses the configured Guide resource to evaluate and respond to the inquiry. Gladly AI speaks by synthesizing the text response into a natural-sounding voice. After the call ends, the Gladly AI recording will appear on the Conversation Timeline if Enable voice automation recording is activated in the Gladly Voice AI node.