Contact Center AI → Projects

The 'Projects' function in Contact Center AI is designed to systematize and organize work with various customer interaction scenarios. This functionality allows logically grouping chatbot and voice robot scenarios by business areas, products, or customer segments.

To create a project:

1. Click on the plus icon in the left menu.

2. Specify the Name and Project type.

3. Click the 'Save' button.

• 'Project' — configuration of created projects.

  • Each project can contain multiple scenarios (chatbots and voice robots) that operate within this project.

  • For clients, one project is automatically created, so they don't need to choose a project themselves. In case of multiple projects, the user will be able to switch between them.

• 'Board' — creating and managing statuses that are attached to customer requests to simplify the search for necessary information.

  • The status is assigned to a request in the 'Dialogs' tab. Only those statuses that are associated with the dialog scenario will be available for selection. For more details, see 'Contact Center AI → Projects → Board (Statuses)'.

• 'Tags' — allow marking a subscriber to simplify classification, track interactions, and personalize service. Tags are assigned in the 'Dialogs' tab. For more details, see 'Contact Center AI → Project → Tags'.

• 'Templates' — creating and editing templates for use in automating customer communications in Contact Center AI.
  

  • Templates are available for use in the 'Dialogs' tab. Only those templates that are linked to the dialog scenario will be available for selection. For more details, see 'Contact Center AI → Projects → Templates'.