Visual Self-Service Portal
A telecom self-service voice agent that sends visual menus to the caller’s phone for plan selection, account management, and payments. Features call queuing during peak hours, barge-in phrases for experienced callers to skip ahead, DTMF input for secure data entry, and integrated payment processing.Voice Features Used
| Feature | Purpose |
|---|---|
| Visual IVR | Send interactive menus and forms to caller’s phone |
| Call Queue | Manage hold queues during peak traffic |
| Barge-In Phrases | Let callers interrupt with shortcut commands |
| DTMF | Keypad input for account numbers and PINs |
| SMS Mid-Call | Send plan comparison links via text |
| Payment Processing | Process bill payments securely |
| Call Recording | Record for quality and compliance |
How It Works
Caller: "I want to upgrade my plan."
-> Visual IVR: sends plan comparison to caller's phone
Agent: "I've sent the available plans to your phone. You can browse and tap to select."
-> Caller selects Premium plan on phone
Agent: "Great choice — the Premium plan at $79/month. The price difference is $20. Would you like to pay now?"
Caller: "Pay my bill" (barge-in phrase)
-> DTMF: "Please enter your card's last 4 digits"
-> Payment processed
-> SMS confirmation sent
If queue is full:
-> "All agents are assisting other callers. You're number 3 in line. Estimated wait: 2 minutes."
-> Hold music with periodic position updates
Configuration
{
"visualIvrEnabled": true,
"visualIvrBaseUrl": "https://selfservice.example.com/menu",
"visualIvrAutoSms": true,
"callQueueEnabled": true,
"callQueueMaxSize": 20,
"callQueueMaxWaitMinutes": 10,
"callQueueMusicUrl": "https://cdn.example.com/hold-music.mp3",
"bargeInEnabled": true,
"bargeInPhrases": ["pay my bill", "check balance", "talk to agent", "upgrade plan"],
"dtmfEnabled": true,
"dtmfMaxDigits": 16,
"smsMidCallEnabled": true,
"paymentProcessingEnabled": true,
"paymentProvider": "stripe",
"businessHoursEnabled": true,
"silenceFillersEnabled": true
}
Example — Create Agent
curl -X POST https://api.thinnest.ai/v1/agents \
-H "Authorization: Bearer $THINNESTAI_API_KEY" \
-H "Content-Type: application/json" \
-d '{
"name": "Visual Self-Service Portal",
"model": "gpt-4o",
"instructions": "You are a telecom self-service agent. Help callers manage their accounts, upgrade plans, and pay bills. Send visual menus to their phone for complex selections. Support barge-in shortcuts for returning callers.",
"voiceEnabled": true,
"transcriber": { "provider": "deepgram", "model": "nova-2-conversationalai" },
"voice": { "provider": "deepgram", "voiceId": "aura-2-thalia-en" },
"visualIvrEnabled": true,
"visualIvrBaseUrl": "https://selfservice.example.com/menu",
"visualIvrAutoSms": true,
"callQueueEnabled": true,
"callQueueMaxSize": 20,
"callQueueMaxWaitMinutes": 10,
"bargeInEnabled": true,
"bargeInPhrases": ["pay my bill", "check balance", "talk to agent", "upgrade plan"],
"dtmfEnabled": true,
"smsMidCallEnabled": true,
"paymentProcessingEnabled": true,
"paymentProvider": "stripe",
"businessHoursEnabled": true,
"silenceFillersEnabled": true,
"recordingEnabled": true
}'