Generative AI Voice in Scripts

Overview

Partners with access to this feature can add a special action in Scripts that puts contacts into a generative AI discussion with a Voice agent. This means that the bot will call the learner and communicate in real-time via voice; this conversation is entirely handled by a generative AI prompt (optionally using Knowledge Sources). Like Gen-AI Discussions in Scripts, this allows for fluid, unstructured conversations where learners are free to ask questions outside of the normal branching logic of a Script, but without deviating from the relevant topic.

Gen-AI Voice Configuration

1. Click + Add after a simple message and select "Initiate gen-AI voice call" from the Actions list.
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2. Note that this will automatically add a Yes/No question, "Would you like to continue this conversation on the phone?". This ensures that we have the learner's consent to call them before each phone call. It is not possible to skip this step.
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   • If the learner responds "No", you may continue the Script in some other manner. For example, instead of a Voice conversation, you could use the same configuration for a Gen-AI Discussion (via text message).
3. Then select a built-in topic, or select "Custom Prompt" (see below).
4. Select a Voice to use. We recommend sending yourself this Script (see Testing Scripts) so you can sample the different voice options.
5. Add a Greeting message. When the learner picks up the phone, the AI agent will begin speaking by saying this exact phrase. We recommend starting with a friendly hello and then asking a question to get the conversation going.
6. For a Custom Prompt:
   • Optionally add a Description for this prompt; this will appear in reporting.
   • Enter the AI instructions into the textbox. If you are unfamiliar with prompt engineering and not sure how to start, contact your Partner Success Manager or the Mainstay Support Team.
   • Select which contextual information to include when generating responses. 
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7. If the built-in prompt uses scraped content, or, for a custom prompt, the "Scraped Content" box is checked, select one or more Knowledge Sources to include. THE AI AGENT WILL ONLY HAVE ACCESS TO THE SELECTED SOURCES.
8. After the discussion ends (due to the learner hanging up the phone), the bot can optionally look through the conversation and attempt to extract one or more data points. This information will be captured as Custom Contact Fields.
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Conversations

The full phone transcript will be available in the Conversation page. In a collapsed view, it will look like this:

When expanded, both the learner's messages and the bot's responses are shown:

A summary of the call is also provided for convenience:

Reporting

In the Campaign Insights tool, Scripts with a Gen-AI Voice conversation are considered Interactive. In addition to the Overview section showing the number of learners who were active, passive, etc., the Survey Results section will show reporting specifically for the Gen-AI Voice conversation.

• # Responses / Sent to #: The report will show the responses for "Would you like to continue this conversation on the phone?" - the number of learners who received it (Sent to #) vs. the number who engaged (# Responses).

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• Conversation Summaries: Below that is the name of the Gen-AI Voice Topic. Click View summaries to open a drawer with a conversation summary for each learner who engaged.

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• Call Outcomes: Next, a donut chart indicates whether learners answered the phone or not.

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• Engagement Histogram: Finally, a histogram shows how much learners engaged. The y-axis indicates the number of learners in each bucket, while the x-axis indicates the length of those phone calls.

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Tips

1. If "Past Messages" is checked, this will include recent messages from before this Script. If unchecked, only the messages exchanged via voice are considered.
2. For custom prompts, always provide explicit instructions for the AI. Best practice is to start with "You are a ___", describing the expected role and personality of the bot, as well as "You are talking to ___", describing the expected recipient in general terms. Be explicit and direct.