GenAI IVA

The GenAI IVA action connects a generative AI Intelligent Virtual Agent (IVA) designed within the AI Hub to your flow.

Note: You must have a SmartAgent™ Diamond or SmartOffice™ Diamond account to use the GenAI IVA action.

Use this action to send and receive data from your selected AI workflow. For example, if you connect your flow to a previously designed FAQ Chat Bot, callers could interact with the AI workflow to answer common questions about the types of accounts they could enroll in or available products.

 

Available Variables

Available Variables are placeholders for information that are automatically determined based on the contents of your flow. For example, if your flow begins with an Inbound Call trigger, the caller's phone number is stored as a $ANI variable. Later on in your flow, you can send a follow up SMS to the caller by adding the $ANI variable in the Send SMS/MMS action Inputs.

Check out How to Use Variables in SmartFlows for more information.

 

Inputs

Input Name

Description

Group

From the drop-down list, select the appropriate AI Hub group. This field is optional.

Type*

Select the appropriate AI workflow category from the drop-down list.

  • GPT_AGENT

  • FAQ_AGENT

  • SAM_AGENT

*This field is required.

Name*

From the drop-down list, select the AI workflow you want to incorporate into your flow.

The available AI workflows will be filtered depending on the option you select in the Type field.

*This field is required.

Session ID

The default session ID variable is $SESSIOn_ID. You can use this variable downstream in your flow, or enter a custom variable in this field.

Autotrigger Function

Click this check box to automatically call the large language model (LLM) a second time, sending the arguments collected by the function as a new message.

Leave this check box unchecked to be able to interrogate the arguments collected from the function call in a subsequent action, prior to sending to the LLM.

Response Variables

Extract a subset of the response for use later on in your flow via variables. In the name field on the left, include a unique label for the variable, and in the query expression field on the right, include the exact data label you want to pull from the response.

Play Hold Music

Click this check box to include hold music which will play on a loop until a response is received. Default music can be used or click the Configure Audio button to include custom music.

 

Action

Each GenAI IVA action include two exit ports corresponding to the following outcomes:

  • On Success: The course of the flow if the AI workflow interaction is successful (port 1)

  • On Failure: The course of the flow if the AI workflow interaction is not successful (port 2)

 

An action should be connected to each of the exit ports to deploy your flow and the port order cannot be rearranged.

 

Generated Variables

In addition to the customizable Response Variables configured in the Inputs section, two variables are automatically created when your flow includes the GenAI IVA action. They are:

Variable Name

Description

$GENAI_IVA_1.responsebody

The entire response from the AI workflow.

$GENAI_IVA_1.statuscode

The response code generated from the AI workflow.

 

Check out How to Use Variables in SmartFlows for more information about using these variables downstream in your flow.