MINISTRY OF EDUCATION AND TRAINING HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY AND EDUCATION GRADUATION THESIS INFORMATION TECHNOLOGY BUILDING A PLATFORM FOR DESIGNING THE AI VOICE BOTS LECTURER: NGUYEN DUC KHOAN, M. STUDENTS: PHAM THANH LOI NGUYEN TRONG HUY SKL 010288 Ho Chi Minh City, June 2023 HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY AND EDUCATION FACULTY FOR HIGH QUALITY TRAINING CAPSTONE PROJECT BUILDING A PLATFORM FOR DESIGNING THE AI VOICE BOTS PHAM THANH LOI Student ID: 19110239 NGUYEN TRONG HUY Student ID: 19110217 Course: 2019 Major: INFORMATION TECHNOLOGY Advisor: NGUYEN DUC KHOAN, M. Ho Chi Minh City, June 2023 Graduate thesis THE SOCIALIST REPUBLIC OF VIETNAM Independence – Freedom– Happiness ----***---- Ho Chi Minh City, June 2023 PROJECT ASSIGNMENT Student name: PHAM THANH LOI Student ID: 19110239 Student name: NGUYEN TRONG HUY Student ID: 19110217 Major: INFORMATION TECHNOLOGY. Project title: BUILDING A PLATFORM FOR DESIGNING THE AI VOICE BOTS Advisor: NGUYEN DUC KHOAN, M.
Date of assignment: 02-20-2023 Date of submission: 05-29-2023 1. Project name: BUILDING A PLATFORM FOR DESIGNING THE AI VOICE BOTS. Content of the project: Allows users to design and create Bots that can communicate with users through calls. This bot is applied in calls to solve some problems such as taking care of customers automatically through the call center.
Figures and original document: This project is built from scratch 4. Final Product: An Application that combines "Dial" (calling) and "BotConnect" (bot connection), demonstrating the ability to connect and communicate with bots. CHIEF OF DEPARTMENT ADVISOR (Sign with full name) (Sign with full name) i Graduate thesis THE SOCIALIST REPUBLIC OF VIETNAM Independence – Freedom– Happiness ----***---- Ho Chi Minh City, June 2023 ADVISOR’S EVALUATION SHEET Student name: PHAM THANH LOI Student ID: 19110239 Student name: NGUYEN TRONG HUY Student ID: 19110217 Major: INFORMATION TECHNOLOGY Project name: BUILDING A PLATFORM FOR DESIGNING THE AI VOICE BOTS Advisor: NGUYEN DUC KHOAN, M. Content of the project:.
Approval for oral defense?. ) Ho Chi Minh City, June …, 2023 ADVISOR (Sign with full name) ii Graduate thesis THE SOCIALIST REPUBLIC OF VIETNAM Independence – Freedom– Happiness ----***---- Ho Chi Minh City, June 2023 PRE-DEFENSE EVALUATION SHEET Student name: PHAM THANH LOI Student ID: 19110239 Student name: NGUYEN TRONG HUY Student ID: 19110217 Major: INFORMATION TECHNOLOGY Project name: BUILDING A PLATFORM FOR DESIGNING THE AI VOICE BOTS Name of Reviewer:. Content of the project:. Approval for oral defense?.
) Ho Chi Minh City, June …, 2023 REVIEWER (Sign with full name) iii Graduate thesis THE SOCIALIST REPUBLIC OF VIETNAM Independence – Freedom– Happiness ----***---- Ho Chi Minh City, June 2023 EVALUATION SHEET OF DEFENSE COMMITTEE MEMBER Student name: PHAM THANH LOI Student ID: 19110239 Student name: NGUYEN TRONG HUY Student ID: 19110217 Major: INFORMATION TECHNOLOGY Project name: BUILDING A PLATFORM FOR DESIGNING THE AI VOICE BOTS Name of Defense Committee Member:. Content of the project:. ) Ho Chi Minh City, June …, 2023 COMMITTEE MEMBER (Sign with full name) iv Graduate thesis ACKNOWLEDGEMENT We would like to express my deep gratitude to the Board of Directors of Ho Chi Minh City University of Technology and Education, especially the teachers of the Faculty of Information Technology, and at the same time, I would like to express my sincerest thanks to Mr. Nguyen Duc Khoan, the teacher who directly helped and guided me to complete this thesis.
This is the team report, it's also our first time doing a thesis so there will be mistakes. Please review and evaluate, so that we can improve ourselves and complete better in the next projects. Finally, we would like to express our sincerest thanks to the teachers and especially Mr. Nguyen Duc Khoan.
v Graduate thesis TABLE OF CONTENTS PROJECT ASSIGNMENT. i ADVISOR’S EVALUATION SHEET. ii PRE-DEFENSE EVALUATION SHEET. iii EVALUATION SHEET OF DEFENSE COMMITTEE MEMBER.
v TABLE OF CONTENTS. vi LIST OF DEFINITIONS, ACRONYMS. ix LIST OF FIGURES. x LIST OF TABLES.
xiii CHAPTER 1: INTRODUCTION. 7 CHAPTER 2: SYSTEM SPECIFICATION. Non-functional requirement. 47 vi Graduate thesis CHAPTER 3: SYSTEM DESIGN.
Entity Relationship Diagram. Create Trunk Sequence Diagram. Assign Trunk to Customer Sequence Diagram. Create Bot Flow Sequence Diagram.
Train GPT Bot Sequence Diagram. Create Phone Number Sequence Diagram. View Assigned Trunk Activity Diagram. View Call History Activity Diagram.
View Designed Bot Flow Activity Diagram. Create new Contact Group Activity Diagram. User Interfaces Design. 62 CHAPTER 4: SYSTEM IMPLEMENTATION.
107 vii Graduate thesis 4. 108 CHAPTER 5: VALIDATION AND DEPLOYMENT. Test case Design. 117 viii Graduate thesis LIST OF DEFINITIONS, ACRONYMS Term Definition Free and open source framework for building communications Asterisk applications and is sponsored by Digium.
It can make, receive and transfer the call. GPT Bot GPT-Bot is a version of GPT created by OpenAI, which is a virtual assistant based on artificial intelligence (AI) that is able to interact and provide answers through natural language processing. SIP Trunk is a two-way connection to a VOIP provider that routes SIP Trunk the calls you send to it. Asterisk Manager Interface (AMI) is a standard management interface into Asterisk server.
It is a client/server model over TCP that AMI allows a client program to connect to an Asterisk server and issue commands or read events over a TCP/IP stream. Asterisk Gateway Interface (AGI) provides an interface between AGI the Asterisk dialplan and an external program that wants to manipulate a channel in the dialplan. ix Graduate thesis LIST OF FIGURES Figure 1.1 Twilio Console Flow.2 Conditions configured in Dialogflow ES.3 Depict between a Caller, Twilio and Google Dialogflow.4 Train bot in EM&AI.5 Retrain bot in EM&AI.1 Use case diagram.2 Login use case.3 Create new Contact use case.4 Import Contact from CSV file use case.5 Update Contact use case.6 Delete Contact use case.7 Create audio by upload file use case.8 Create audio by text to speech use case.9 Create bot flow use case.10 Edit Bot Flow use case.11 Delete Bot Flow use case.12 Create GPT Bot use case.13 Train GPT Bot use case.14 Delete GPT Bot use case.15 View Call History Detail use case.16 Filter Call History by Date use case.17 Create customer account use case.18 Update customer account use case.19 Disable customer account use case.20 Create trunk use case.21 Update trunk use case.22 Delete trunk use case.23 Assign trunk to customer use case.24 Config server asterisk use case.25 Set text to speech service key use case.1 The system architecture. 48 x Graduate thesis Figure 3.2 Outbound Call Architecture.4 Entity relation diagram.6 Create Trunk Sequence Diagram.7 Assign Trunk to Customer Sequence Diagram.8 Create Bot flow Sequence Diagram.9 Train GPT Bot Sequence Diagram.10 Create Phone Number Sequence Diagram.11 View Assigned Trunk Activity Diagram.12 View Call History Activity Diagram.13 View Designed Bot Flow Activity Diagram.14 Create new Contact Group Activity Diagram.16 Dashboard Super Admin screen.17 Account management screen.18 Update – Create account screen.19 Trunk management screen.20 Update – Create trunk screen.21 Assign trunk screen.22 Phone number management screen.23 Update - Create phone number screen.24 Setting asterisk screen.25 Setting service screen.26 Dashboard Company Admin screen.27 Inbound management screen.28 Update – Create inbound screen.29 Outbound management screen.30 Update – Create outbound by Onetime Schedule screen.31 Update – Create outbound by Auto Schedule screen.32 Call history screen.33 Call history details screen.
80 xi Graduate thesis Figure 3.34 Campaign report screen.35 Design bot flow management screen.36 Design bot flow screen.37 Make call in design bot flow screen.38 Edit Action screen.39 Dialogflow Bot management screen.40 Update – Create Agent screen.41 Intent Dialogflow bot management screen.42 Train intent Dialogflow bot screen.43 Entity type Dialoflow bot management screen.44 Train entity type Dialogflow bot screen.45 GPT bot management screen.46 Train GPT bot screen.47 Audio management screen.48 Create audio screen.49 Phone number management screen.50 Contact management screen.51 Update – Create contact screen.52 Import contact screen.2 What Asterisk is used for.1 The asterisk installation script.2 Publish web API component.3 Using kestrel server to host. 115 xii Graduate thesis LIST OF TABLES Table 2.3 Login use case description.4 Create new Contact use case description.5 Import Contact from CSV file use case description.6 Update Contact use case description.7 Delete Contact use case description.8 Create audio by upload file use case description.9 Create audio by text to speech use case description.10 Create bot flow use case description.11 Edit Bot Flow use case description.12 Delete Bot Flow use case description.13 Create GPT Bot use case description.14 Train GPT Bot use case description.15 Delete GPT Bot use case description.16 View Call History Detail use case description.17 Filter Call History by Date use case description.18 Create customer account use case description.19 Update customer account use case description.20 Disable customer account use case description.21 Create trunk use case description.22 Update trunk use case description.23 Delete trunk use case description.24 Assign trunk to customer use case description.25 Config server asterisk use case description.26 Set text to speech sevice key use case description.27 Non-function requirement description.3 User interface for Guest.4 User interface for User. 60 xiii Graduate thesis Table 3.5 User interface for Admin.6 Login Screen UI Description.7 Dashboard Super Admin screen UI Description.8 Account management screen UI Description.9 Update – Create account screen UI Description.10 Trunk management screen UI Description.11 Update – Create trunk screen UI Description.12 Assign trunk screen UI Description.13 Phone number management screen UI Description.14 Update - Create phone number screen UI Description.15 Setting asterisk screen UI Description.16 Setting service screen UI Description.17 Dashboard Company Admin screen UI Description.18 Inbound management screen UI Description.19 Update – Create inbound screen UI Description.20 Outbound management screen UI Description.21 Update – Create outbound UI Description.22 Call history screen UI Description.23 Call history details screen UI Description.24 Campaign report screen UI Description.25 Design bot flow management screen UI Description.26 Design bot flow screen UI Description.27 Dialogflow Bot management screen UI Description.28 Update – Create Agent screen UI Description.29 Intent Dialogflow bot management screen UI Description.30 Train intent Dialogflow bot screen UI Description.31 Entity type Dialoflow bot management screen UI Description.32 Train entity type Dialogflow bot screen UI Description.33 GPT bot management screen UI Description.34 Train GPT bot screen UI Description.35 Audio management screen UI Description.36 Create audio screen UI Description. 95 xiv Graduate thesis Table 3.37 Phone number management screen UI Description.38 Contact management screen UI Description.39 Update – Create contact screen UI Description.40 Import contact screen UI Description.1 Test case Super Admin description.2 Test case user description.
113 xv Graduate thesis CHAPTER 1: INTRODUCTION 1. Introduction The call center system is a very necessary system for companies and businesses today in the market. For a business to outperform in today's society with fierce competition, especially for the service industry, using a call center system is an advantage. The call center system, also known as a call center, is a call center system that manages calls.
Call center is implemented with two forms: Inbound Call Center and Outbound Call Center. For Inbound Call Center, the system will receive calls from outside, from customers to support, advise on services, answer customer questions. And in contrast to Inbound, Outbound will make outbound calls to external customers Currently, the reality of voice bot combined with call center is increasingly popular and growing. Voice bot is a type of software or artificial intelligence designed to interact and communicate with users through voice.
The combination of voice bots and call centers offers numerous benefits for both businesses and customers. One of the key advantages of using voice bots in call centers is the ability to automate processes and reduce the workload for employees. Voice bots can handle and process a large volume of calls simultaneously, helping to minimize customer wait times and provide quick assistance. However, voice bots still have some limitations.
For instance, voice bots may have difficulty understanding and handling complex or unclear queries. Overall, the utility and efficiency of voice bots in handling calls and supporting customers are significant factors in improving service experiences and enhancing the performance of call centers.