Solution Engineering3 tasks
Design Voice Agent Solutions
Users get written guidance for Agentforce Voice: answers on how to route calls from an external contact center into a voice agent, and build outlines for partner co-builds and live phone demos. The work so far is advisory only. Nothing is configured in an org.
Method
How MeshMesh does it
- Searches internal documentation and finds the Service Cloud Voice and Agentforce voice guides.
- Lays out the architectural approaches for routing an external contact center into an Agentforce Voice agent: Partner Telephony (bring your own telephony), an API handoff from the contact-center platform, and dual-system Omni-Channel routing.
- Writes a build outline for a voice agent co-build with a partner. The outline covers current routing architecture, voice AI use cases, the split of responsibilities, demo scenarios, coordination questions and a routing attributes reference.
- Requests a Slack connection to publish the outline as a canvas. In the sample the user interrupted before anything was published.
Agent build-out continues in Design Agentforce Agent Architectures.