Pingstreams Voice Feature Overview

Pingstreams Voice Features Integration via Twilio

Pingstreams extends its conversational AI capabilities to the voice channel through integration with Twilio, enabling voice-driven experiences such as IVR flows, welcome messages, and intelligent call transfers. This tutorial provides an overview of the current voice features, integration with WhatsApp bots, and customization options.

Pingstreams voice workflows can be configured using different blocks inside the Design Studio or a voice-enabled conversation flow. Here’s what’s currently available:

1. Welcome Message

You can greet users with either a static or dynamic welcome message:

Static Options

Play Prompt: Plays a fixed message using TTS (Text-to-Speech).

Speech Form (with No Input support): Asks a question and listens for a voice input. If no response is given, it can trigger a fallback or transfer.

Dynamic Option

GPT Task: Generates a personalized welcome message using a prompt-based interaction with a GPT model.

Example: “Hi! I’m your assistant. Say something or press a number to continue.”

2. Interactive Voice Menu (IVR)

You can create an interactive menu where users press digits to navigate options. This is achieved using the DTMF Menu block.

Example menu:

• Press 1 → Get chatbot information
• Press 2 → Leave your number
• Press 3 → Provide more details

Each option can redirect the caller to:

• A Pingstreams agent
• A chatbot flow
• A form to collect numeric input (like phone numbers)

3. Collecting User Input (DTMF Form)

Use the DTMF Form block when you want to collect numeric information like phone numbers or ID codes.

You can set:

• Minimum/maximum digits
• Timeouts
• Validation rules

Example: “Please enter your customer ID, followed by the pound key.”

4. Call Transfer

Calls can be routed to a live operator or another number using:

Blind Transfer

• Instantly transfers the call to a specified number
• Can be used as a fallback in case of No Input from the user

Integrating Voice and WhatsApp

Can I use the same bot for both voice and WhatsApp?

Yes, the underlying logic and chatbot engine are shared, but voice requires specific adjustments:

• For Voice: Use blocks like Play Prompt, Speech Form, and DTMF Menu instead of Reply
• For WhatsApp: Regular text replies and buttons are supported

One number for both channels?

Technically possible with Twilio, but needs careful configuration to route messages correctly based on the channel (voice vs. WhatsApp).

You’ll need separate flows or channel-specific handling logic.

Voice Customization Options

Currently, the voice used for TTS messages is predefined and not customizable.

❌ No support yet for:

• Changing TTS providers
• Choosing different voices or languages
• Voice tone/style selection

Note: These features are actively being developed at the moment.

Advanced Voice Features

Call Analytics

• Call duration tracking
• DTMF input analysis
• Drop-off point identification
• Conversion rate monitoring

Multi-language Support

• Dynamic language detection
• Localized TTS messages
• Region-specific routing
• Cultural adaptation

Integration Capabilities

• CRM system connections
• Database lookups during calls
• Real-time data validation
• External API integrations

Use Cases and Examples

Customer Support Hotline

Welcome Message → Main Menu → Department Selection → Agent Transfer

Order Status Inquiry

Welcome → Customer ID Input → Database Lookup → Status Update → Confirmation

Appointment Booking

Welcome → Service Selection → Date/Time Input → Confirmation → Calendar Integration

Survey Collection

Welcome → Question Series → DTMF Responses → Data Storage → Thank You

Best Practices for Voice Bots

Message Design

• Keep prompts clear and concise
• Use familiar language and terminology
• Provide clear instructions for navigation
• Include timeout handling

User Experience

• Minimize wait times between prompts
• Offer easy ways to reach human agents
• Provide confirmation for important inputs
• Allow users to repeat or go back

Technical Considerations

• Test with different phone systems
• Consider network quality variations
• Implement robust error handling
• Monitor call quality metrics

Voice Bot Performance Optimization

Speed Optimization

• Pre-load frequently used prompts
• Optimize database queries
• Use efficient routing logic
• Minimize external API calls

Reliability Features

• Fallback options for system failures
• Graceful degradation
• Error recovery mechanisms
• Call quality monitoring

Integration Architecture

Twilio Configuration

• Phone number provisioning
• Webhook endpoint setup
• TwiML response handling
• Call routing rules

Pingstreams Setup

• Voice-enabled bot creation
• Flow design optimization
• Variable management
• Response formatting

Monitoring and Analytics

Key Metrics to Track

• Call completion rates
• Average call duration
• User satisfaction scores
• System error rates

Reporting Features

• Real-time call dashboards
• Historical performance trends
• User journey analysis
• Cost optimization insights

Summary

Feature	Description	Status
Welcome Message	Static (Play Prompt / Speech Form) or dynamic (GPT Task)	✅ Available
IVR Menu	DTMF-based navigation using keypad	✅ Available
Input Collection	DTMF Form for structured numeric input	✅ Available
Call Transfer	Blind transfer for fallback or live agent routing	✅ Available
Cross-channel Support	Same bot logic, adapted per channel (WhatsApp vs. Voice)	✅ Available
Voice Customization	Custom TTS voices and languages	🔄 In Development

Getting Started

Prerequisites

• Active Pingstreams account
• Twilio account with phone numbers
• Basic understanding of bot flows
• Voice integration requirements defined

Setup Steps

1. Configure Twilio integration in Pingstreams
2. Design your voice bot flow using appropriate blocks
3. Test with various scenarios and edge cases
4. Deploy and monitor performance
5. Iterate based on user feedback

Future Roadmap

Planned Features

• Custom TTS voice selection
• Multi-language support expansion
• Advanced speech recognition
• Voice sentiment analysis
• Enhanced call analytics

Integration Enhancements

• WebRTC support
• Video calling capabilities
• Screen sharing integration
• Advanced call routing

Pingstreams voice features provide a powerful foundation for creating sophisticated voice-based customer experiences. The integration with Twilio ensures reliable call handling while the visual bot builder makes it easy to create complex voice workflows without coding.

Ready to get started with voice? Contact our team to learn more about implementing voice features in your Pingstreams setup!