Integrating an AI voice assistant with existing business systems is key to delivering a personalized and efficient customer experience. In this article, we explore the architecture, security aspects, and practical steps for connecting an AI assistant with ERP, WMS, and other internal systems.
1. Integration Architecture
The AI voice assistant communicates with the call center via SIP protocol, while data is exchanged through RESTful API middleware layer. This approach enables flexible integration with any ERP or WMS system that supports HTTP/REST interface.
- SIP integration: IP PBX connects to the AI assistant via SIP trunk within a secure IPsec tunnel.
- API middleware: All queries to ERP, databases, and other systems go through a centralized API layer.
- Real-time synchronization: Commit mechanism ensures that AI system and backend state remain synchronized.
2. Security and Infrastructure
Data security is a priority. Our infrastructure uses multi-layered protection:
IPsec Tunnel
All communication between your data center and the AI assistant cloud environment passes through an encrypted IPsec tunnel.
Tier 3 Data Center
Infrastructure is located in A1 data center in Zagreb (SLA 99.982%) with multiple redundant 10Gbit BGP connections.
3. Example API Integration
Each AI assistant implementation includes developing a custom API middleware layer that connects the assistant to the client's internal systems. Below we show examples of typical endpoints that can be implemented:
Note: These are examples of possible integrations. For each implementation, we develop a custom API and middleware according to the specific needs of the client and their ERP/WMS system.
- Caller identification: Automatic caller identification by phone number (GET /contacts?phone=).
- Order management: Creating, modifying, and canceling orders (POST /orders, PATCH /orders).
- Product search: Retrieving items from inventory with prices (GET /products?search=).
- Transaction commit: Two-phase commit ensures data consistency (POST /transactions/commit).
4. Knowledge Base and Escalation
The AI assistant uses a customized knowledge base for answering frequently asked questions. When it cannot resolve a query, it automatically escalates:
- To a live agent via call transfer (handoff to Echo One Contact Center)
- To a sales representative via ticket, email, or WhatsApp message
5. Extended Capabilities
Beyond basic functionality, integration can include advanced features:
Display products the user orders most frequently.
Quickly repeat previous orders with a single voice command.
Personalized recommendations based on user profile.
Information about current promotions relevant to the user.
Estimated delivery time for active orders.
Check status of open claims and complaints.
Conclusion
Integrating an AI voice assistant with existing business systems opens new possibilities for automating customer support and sales processes. Flexible architecture, customizable API middleware, and high security enable rapid implementation tailored to your specific needs.