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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.

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Voice Features Used

FeaturePurpose
Visual IVRSend interactive menus and forms to caller’s phone
Call QueueManage hold queues during peak traffic
Barge-In PhrasesLet callers interrupt with shortcut commands
DTMFKeypad input for account numbers and PINs
SMS Mid-CallSend plan comparison links via text
Payment ProcessingProcess bill payments securely
Call RecordingRecord for quality and compliance

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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

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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
}

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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
  }'