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AI Assistant

Beta

The AI Assistant is labelled Beta in the portal. Its behaviour and scope may change between releases.

Overview

The AI Assistant is a chat inside the QVOICE Platform admin portal. Administrators ask it questions in plain language, and it answers from two sources:

  • How-to guidance. Where to configure something in the portal, with buttons that open the right page.
  • Call data. Answers to questions about the account's call activity, with a result table.

It is read-only. It never changes configuration, users or data on your behalf.

Where to Find It

Entry point Location
Assistant screen AI → Assistant → Chat
Floating panel A draggable assistant panel available on every portal page. It knows which portal section you are in and uses it as context.

Functionality

How-to guidance (support mode)

Ask where or how to do something. The assistant answers in prose and adds one to three Open … buttons that take you straight to the relevant portal page.

Examples:

  • "Where do I enable call recording?"
  • "How do I create a queue?"
  • "Where do I configure callflows?"
  • "Where do I check if my phones are registered?"

Answers are grounded in a built-in library of QVOICE Platform configuration guides. It covers call recording, queues, SIP trunks, billing, roles, white label, CRM, webhooks, softphones and other topics. The assistant shows only the guides that apply to features enabled on your account. When no guide covers the question, it says so instead of guessing. Navigation buttons only point to real portal pages.

Call data questions (reports mode)

Ask about call activity. The assistant turns the question into a query over the account's call records and replies with a short explanation plus a table (up to 10 rows shown).

Examples:

  • "How many abandoned calls were there today?"
  • "Which queue had the most calls this week?"
  • "What is the abandonment rate per queue?"
  • "Which calls lasted more than 10 minutes?"

Data sources available to the assistant:

  • queue call records
  • outbound campaign call records
  • general call (interaction) records
  • call recordings

If the question does not state a period, the last 7 days are used.

Language

How-to answers are given in the language of the question (English or Spanish). Answers to call data questions are currently always in English.

How It Works

sequenceDiagram
    participant A as Administrator
    participant P as Admin Portal
    participant B as QVOICE Platform backend
    participant L as OpenAI (LLM)
    A->>P: Question
    P->>B: Query (mode: support or reports)
    alt Support mode
        B->>B: Pick the most relevant configuration guides
        B->>L: Question + guides
        L-->>B: Answer + suggested portal pages
        B->>B: Keep only valid portal links
    else Reports mode
        B->>L: Extract date range and build a query
        B->>B: Run the query on the account's call records
        B->>L: Summarise the results
    end
    B-->>P: Answer (+ table or navigation buttons)
  • The portal chooses the mode from the wording of the question. Questions that contain where, how do I, enable, set up and similar go to support mode. Everything else goes to reports mode.
  • Every query is scoped to the account currently selected in the portal. A user can only query their own account or its sub-accounts.
  • The language model is provided through OpenAI.

Configuration

Requirement Who Details
AI Assistant enabled on the platform Platform operator When the feature is off, questions fail with "AI Assistant is not enabled". Contact QVOICE support to confirm availability on your platform.
AI feature enabled for the account Platform operator / reseller admin The AI menu is visible only on accounts with the AI feature.
Role permission Account admin The user's role must grant the AI permission. The floating panel also requires the Reports permission.
OpenAI credentials Reseller admin (optional) If the account has its own OpenAI key in GenAI Integrations, the assistant uses it. Otherwise it uses the platform's default key.

Use Cases

Onboarding a new administrator. A new admin at a customer site does not know the portal yet. They ask "How do I create a queue?" and "Where do I set business hours?", and follow the Open … buttons to the right screens. There is no need to search the documentation.

Daily operations check. A contact centre supervisor opens the floating panel each morning and asks "How many abandoned calls were there yesterday per queue?" and "Which calls lasted more than 10 minutes?", instead of building a report by hand.

Pre-sales demo. A partner demonstrates the platform to a prospect by asking live questions about call volumes on a demo account. This shows natural-language access to reporting.

Limitations

  • Single-question context. Each question is answered on its own; the assistant does not remember earlier questions in the conversation.
  • No saved history. Conversations are cleared when you reload or leave the page. The History entry does not yet list past conversations.
  • Read-only. It cannot create or change configuration or users.
  • Question length. Questions must be between 5 and 500 characters.
  • Reports scope. Only call, campaign, interaction and recording records are queried. Users, devices and configuration are not. At most 50 matching records are used to compose an answer.
  • Mode detection. A how-to question that also contains words such as today or rate may be treated as a data question. Rephrase it if the answer is not what you expected.
  • Data processing. Questions, and the call records used to answer them, are sent to OpenAI for processing.