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

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

• IVR (What to Configure for an Automatic Campaign with Virtual Voice Agents).
• SMS.
• Email.
• WhatsApp (How to Perform a Mass Sending of WhatsApp Messages).

The Virtual Agent functionality is oriented toward 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. Transferring requires the explicit use of the "Transfer to Skill" component in the wolkvox voice routing configuration.

AMD (Answering Machine Detection)

For mass voice campaigns, the AMD functionality is available (How AMD Works in Automatic Campaigns), which detects whether the call is answered by a machine or a human and stores the information in a variable ($amd). This variable can be used in the voice routing when building the flow by the client.

Law 2300

Law 2300 of 2023 aims to strengthen the right to privacy for 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). This ensures that campaigns comply with the guidelines of the regulation: allowed schedules, authorized channels, one interaction per day, one channel per week, exclusions, consent, etc.

Limitations and Capacity

Record Loading

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 adjusts according to the following table:

Number of Contacts per Hour

In campaigns with Virtual Agent, up to 28,350 calls per hour can be made with wolkvox telephony on a dedicated server, and 18,900 on a shared server.

With client telephony, the dedicated server supports up to 8,100 calls per hour, and the shared server supports 5,400.

Considering campaigns across all other channels (WhatsApp, SMS, Email), the interactions per hour are equivalent to 30,800 interactions 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 the 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.