Virtual Agent or Blaster

The Virtual Agent or Blaster is a functionality designed to execute automatic and mass communication campaigns without the direct intervention of a human agent for each interaction.

Channels and Configurations

WOLKVOX's Virtual Agent is multichannel, allowing the client to choose the following channels when configuring the dialing strategy for the mass campaign:

• IVR (What should be configured for an automatic campaign with voice virtual agents).
• SMS.
• Email.
• WhatsApp (How to perform a mass sending of WhatsApp messages).

The Virtual Agent functionality is oriented towards automation. By design:

• It does not transfer to an agent: The Virtual Agent itself does not have the capability to transfer a call to a live human agent. Transfer requires the explicit use of the "step to skill" component in the Wolkvox voice routing configuration.

AMD (Answering Machine Detection)

For mass voice campaigns, the AMD functionality (How AMD works in automatic campaigns) is available, which detects whether the person answering the call is a machine or a human and stores the information in a variable ($amd) that can be used in voice routing when building the flow by the client.

Law 2300

Law 2300 of 2023 aims to strengthen the right to privacy of consumers in Colombia, establishing clear conditions on channels, schedules, frequency, and consent for entities to contact users.

With this update, Wolkvox Manager incorporates an automatic validation module that allows applying the controls stipulated by Law 2300 for campaigns carried out through the Virtual Agent channel (or any configured channel), ensuring that campaigns comply with the guidelines of the regulation: permitted schedules, authorized channels, one interaction per day, one channel per week, exclusions, consent, etc.

Limitations and Capacity

Loading Records

The number of records (contacts) that can be loaded for a Virtual Agent or Blaster campaign depends directly on the number of licenses contracted in the operation and the type of server (dedicated or shared).

For small operations (created exclusively for Virtual Agent/Blaster and not exceeding 2 licenses), a maximum load of 50,000 records is allowed.

For operations exceeding 2 licenses, the capacity is adjusted according to the following table:

Number of Contacts per Hour

In campaigns with Virtual Agent, up to 7,740 calls per hour can be made with Wolkvox telephony on a dedicated server, and 6,450 on a shared server.

With client telephony, the dedicated server supports up to 5,000 calls per hour and the shared server, 3,200.

Considering campaigns on all other channels (WhatsApp, SMS, Email), interactions per hour are equivalent to the number of calls defined per server multiplied by 4. That is, 30,800 interactions per hour on a dedicated server and 22,800 on a shared server.

Note: These capacities are distributed among all active Virtual Agent campaigns in the operation.

Reporting

The information from reports/campaigns is available as long as the campaigns or records remain loaded on the platform. Once they are deleted, the information will no longer be visible in the reporting.