Creating an AI Voice Assistant

Background and Purpose

This SOP outlines the setup of a voice-based AI system capable of booking, rescheduling, and canceling appointments via voice calls. It will guide users through the initial configuration, setting up AI identity, calendar syncing, and phone line setup. This process enables automated client interactions and appointment management for streamlined scheduling.

Step-by-Step Process

1. AI Assistant Initial Setup

Create New Assistant:
- Go to the "Create Assistant" interface
- Name the assistant (e.g., “Voice AI”) and define basic configurations.
- Set the Identity and use a Task-Based Framework fields to streamline the assistant’s purpose (booking appointments and related tasks).
Define Assistant Attributes:
- Add Identity (assistant name and function, e.g., “Katie”).
- You can generally leave the Response Guideline, and Style Guardrails, as defaults to ensure smooth conversational flow.
Define Tasks:
- Use a Task-Based Framework to give the AI Assistant objectives.

2. Telephony Setup

Select or Buy a Phone Number:
- Use the Twilio integration to buy a new number or import an existing one.
- Ensure the number is compatible with SIP trunking if using an external provider.
Set Up Number for AI:
- Once you purchase the number, assign the purchased or imported number to the AI assistant in your platform’s configuration.
- This enables the assistant to handle inbound and outbound calls.

3. Calendar Integration

Sync Calendars:
- Go to the calendar settings and select the appropriate calendars for booking.
- Sync the assistant’s account with the Go High Level (or another calendar platform).
Test Calendar Connection:
- Run a calendar availability check to verify that the assistant has the correct permissions and can retrieve available time slots.
Enable Appointment Actions:
- Ensure that calendar booking, availability check, rescheduling, and cancellation actions are all configured.

4. Configure Assistant Tools

In the AI platform, add tools to perform specific calendar actions:
- Check Availability: Allows the AI to view open slots.
- Book Appointment: Books an appointment in the calendar.
- Reschedule Appointment: Changes an existing appointment.
- Cancel Appointment: Removes an appointment.
- View Appointments: Displays the list of upcoming appointments for the user.
Test Each Tool:
- Test each tool individually to confirm functionality.
- Verify that bookings, reschedules, and cancellations reflect accurately on the calendar.

5. Testing and Verification

Inbound Call Test:
- Place a test call to the assistant and ask it to check availability, book, reschedule, and cancel an appointment.
- Verify that the assistant follows prompts correctly and that appointments reflect in the calendar.
Outbound Call Test:
- Create an automation in the platform’s workflow to initiate an outbound call.
- Use the Make an AI Call action in the workflow to trigger the assistant.
- Test that outbound calls are correctly logged, and verify that the assistant performs the requested booking tasks during the call.

6. Automation and Workflow Setup (Outbound Call)

Go to Automations in the platform.
Create or edit a workflow that includes the Make an AI Call action.
Enter the assistant’s ID and other call details.
Test workflow by running it with a contact and verifying that the assistant performs outbound calls as expected.

FAQs

Can I use any phone number provider for the AI assistant?
- Yes, any provider supporting SIP trunking (e.g., Twilio) is compatible.
What if the AI doesn’t recognize existing appointments?
- Ensure the calendar is fully synced and that permissions are set correctly. Re-run the availability test to confirm.
How do I troubleshoot if calls are not being logged?
- Check the workflow setup, ensuring the call action is properly configured and that the assistant ID is correct.
Can I customize the assistant’s responses?
- Yes, use the Response Guideline and Style Guardrails sections, or edit the assistant’s task framework.