Lesson 2

Key Terms Used in Bland

This lesson covers the essential terminologies used within Bland, helping students to effectively use the platform.

LEARNING OBJECTIVES

  • Define basic terms and concepts used in Bland

  • Apply these terms in the context of Bland operationsns

TABLE OF CONTENTS▼

    Terminology

    Inbound Call

    Bland can receive phone calls for you, with your defined Agent answering the phone.

    Conversational Pathway

    Conversational pathways allow you to give your Agent instructions on how it should respond at each point in a conversation. This gives you:

    • Greater dialogue control 

    • Gives your agent instructions on how it should respond at specific points of the conversation.

    Conversational Pathways are like intelligent flow-charts that your Agent can follow during a call.  The Agent makes decisions at each node about what to say, and what to do next.  

    For example, if you look at the image below, you will see a Conversational Pathway for a Car Rental.

    Here, the AI starts the call with a greeting and a question: ”Could I get your rental number?”

    Then the AI makes a decision based on the user response. If the user declines or doesn't provide a rental number, the agent decides to transfer to a Human Agent. If the user provides a rental number, it then moves to collect the last name.

    Now if the user declines to provide a last name, we can once again transfer to a human. Otherwise, we can move forward to an API call to get the caller's rental information with the last name and rental number provided.

    Webhook

    This refers to an API used to perform an external action - for example, if you want to reserve an appointment or look up information from your sales database.

    Batches

    A Batch is a group of calls. You can provide a CSV file to supply phone numbers and other information.

    Voices

    You can find the perfect voice for you in our voice library. All of our voices are created and curated in-house by our expert voice engineers and professional voice actors.

    You can also create/clone custom voices in Voice Studio!

    NEXT

    Lesson 3: Introduction to Bland Operations

    Lesson 3: Introduction to Bland Operations

    Lesson 3: Introduction to Bland Operations

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