Architecture

The following diagram illustrates the architecture and interaction flow of the Virtual Agent solution with voice capabilities.

The interaction begins when the user communicates with the Virtual Agent via text or voice. The message is analyzed by the Natural Language Processing (NLP) module and processed through Artificial Intelligence (AI) tools, which incorporate business rules, operational workflows, and user authentication.

The system retrieves information from sources such as Google Sheets, databases, CRM, and ERP systems to generate the appropriate response.

Finally, the Natural Language Generation (NLG) module delivers the response in text format or converts it into speech using Text-to-Speech (TTS) technology.

When required, the interaction can be escalated to a Live Agent.