Cognigy Voice Gateway

Cognigy Voice Gateway is an AI-based solution to deploy virtual voice agents for automated phone conversations. It is seamlessly integrated with the Cognigy.AI platform and allows you to connect your Virtual Agent to your Contact Center.

Visit the Voice Gateway documentation for a technical deep dive and the cognigy.com website for more details on Voice Gateway capabilities and features.

Follow the instructions below to learn how to connect your Cognigy.AI instance to Voice Gateway.

Three-Step Preparation Process

1. Create a Voice-Enabled Flow in Cognigy.AI.
2. Configure a Cognigy Voice Gateway Endpoint in your Cognigy.AI agent.
3. Contact us to connect your Voice Gateway Endpoint to a phone number.

1 Create a Voice-Enabled Flow

🔗Location: Cognigy.AI - Flows

Start your voice gateway project by creating a voice-enabled flow. With a voice conversation, the bot must respond with a text-based message for every user input. Voice conversations happen on a turn-by-turn basis, meaning that all dialogue outputs that are triggered by the flow will be bundled into one message and delivered across the phone line.

Figure 1.1: The fallback text field is available in a dialogue node when rich media is used e.g. a gallery or an image

Remember: Your images, carousels and other visual content will not be available on a voice channel. Configure “Fallback Text” in your message nodes with rich media to deliver text responses in voice channels.

2 Create a Voice Gateway Endpoint

🔗 Location: Cognigy.AI - Endpoints

The second thing you need to do is to create a Cognigy Voice Gateway Endpoint in Cognigy.AI. In order to do this, navigate to your Agent, open the “Deploy” submenu in the resources panel on the left side of the screen and select “Endpoints”. To add the Voice Gateway endpoint, simply click the “+ New Endpoint” button from the top of the screen,

Figure 2.1: Creating a Voice Gateway Endpoint

After creating your Endpoint, you should be navigated to the Endpoint configuration of your Voice Gateway Endpoint. Here you need to set the Snapshot, Flow and Locale that the Endpoint should point to. The Endpoint URL available here will be required to connect your endpoint to a phone line. Take note of this value for later in the process. You can change the NLU Connector of the Endpoint.

Figure 2.2: The basic settings menu for the Voice Gateway Endpoint

2.1 NLU Connector

By default, the Voice Gateway Endpoint uses the Cognigy NLU meaning that it will use the intents defined in your agent. You can override this behaviour by changing to another NLU Connector, to use a different external NLU service.

3 Connect your phone number or SIP Trunk to Cognigy.AI

The final step for connecting the Cognigy Voice Gateway is to connect a phone number + SIP trunk to your Cognigy.AI endpoint. This step is completed by adding a Carrier and other relevant parameters in the Voice Gateway portal. You can refer to the following article for information about setting up a Carrier (SIP Trunk):