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This API lets an agent make voice calls to customers, in addition to the existing use case of handling incoming voice calls. The API supports a proactive customer-engagement requirement: an external event or an app triggers a call -> the voice agent conducts the conversation for answered calls -> the calling app can monitor and act on the call. A few specific examples:
  • Remind user for an upcoming appointment.
  • Verify user-placed orders.
  • Send delivery notification or seek confirmation.
  • Call as a follow-up of a user’s contact request.
The API uses pre-configured channels that manage the actual telephony operations, infrastructure, and provider details. It makes the API simple to use by focusing on outcomes such as answered, busy, not answered, or failed calls. Prerequisite to use this API is an outbound-capable KoreVG voice channel. After a call is answered, it is handled over to an Artemis agent as a normal agent conversation. It uses idempotency to prevent unnecessary repeat calls.