Lesson 3

Putting Custom Tools Within the Pathway Examples

Now that we’ve built out a fully-functional conversational pathway foundation and added in some fine-tuning examples to help out our agent, it’s time to see if we can improve the functionality.

You’ll notice that in all three main pathways (vendor, attendee, host) there is a route to get transferred to a sales representative. This is a very common approach among Bland’s customers. But there's one small improvement we could make to the SaltyEvents pathway.

As it stands now, the live sales agent who will be receiving the call will not know the name and main concern of the caller. This means that the live agent will have to ask the caller to repeat information they have already provided. 

To address this, we will extract the topic of conversation variable (either a {{ question }} or {{ reason_for_calling}}  ) and use a Custom Tool to pass this information to the sales CRM. 

This will enhance user experience and provide a more seamless interaction with the SaltyEvents sales staff.

Creating a Custom Tool (Sending Info to CRM)

Refer back to Module 4, Lesson 1 for  custom tool fundamentals and API syntax.  

Here is the POST request used to create our custom CRM tool.

{

"name": "CRM Update",

"description": "Update our internal CRM so that sales reps have information about why the prospect is calling.",

"speech":  "Wait a moment please while I send your info over to our sales representatives.",

"method": "POST",



"headers": {"Authorization [CRM authentication token goes here]"}


"input_schema": {

"example": {

"name": "Jane Doe",

"inquiry": "Interested in event tickets for New York in October".

"phone": "8472223343"



},

"body": {

"name": "{{input.name}}",

"inquiry": "{{input.reason_for_calling}}",

"phone": "{{input.phone}}",

}

}

}

Conversation History: I'd like to get some pricing about booth spaces for the event in Germany please.

Expected Assistant Response: Great, it sounds like you're interested in becoming one of our vendors for an event. I can definitely help get you connected to someone for pricing information. 

Conversation History: Hi there. Can you help me?  

Expected Assistant Response: I will certainly try to. Can you let me know a bit more about why you're calling today? Then I'll see what I can do.

NEXT

Setting Up Post Call Analysis

Setting Up Post Call Analysis

Setting Up Post Call Analysis

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