This article will guide you regarding the Bring Your Own Bot (BYOB) solution, which enables the integration of 3rd-party bots with Talkdesk.
Voice Channel
There are two methods for connecting third-party voice bots: Generic Connector and Pre-Built Connectors. See more details on each, below.
Generic Connector
The Generic connector provides a system where the 3rd party voice bot will receive the audio stream and context of the call following the Talkdesk protocol. In this case, the 3rd party voice bot vendor must follow this protocol.
This connector relies on a dedicated section of the “Connect to autopilot voice” Studio component: “External Voice Stream”. For more information, please refer to our Conversation Orchestrator: Streaming Bidirectional Audio documentation.
Pre-Built Connectors
Talkdesk offers pre-built connectors to streamline the integration of certain AI providers. These connectors can be created through AI Launchpad by selecting the “Bring your own” option. For more information, please refer to the Create an Autopilot in AI Launchpad documentation.
For a list of available connectors, please contact your Talkdesk representative.
Digital Channel
For the digital channel integration, Talkdesk Digital Connect is available. This solution allows 3rd-party chatbots to escalate digital sessions to agents on Talkdesk, while preserving the customer chat interface. For more information, please refer to the Talkdesk Digital Engagement: Digital Connect documentation.