Understanding the Joy AI Builder

Just like a normal script SAS operators use to handle your calls, Joy follows a script as well. And, just like users can make updates in real time to their scripting, users can also make updates in real time to their Joy script via their SAS Flex portal. In this article we'll show you how to access Joy and make updates via the Joy Builder. If you haven't already activated Joy, check out this article first.

Accessing the Joy AI Builder

Select the Script Builder icon on the left-hand navigation menu. Then select the script you wish to update.

Within the script builder, select the Joy AI toggle along the top of the page to open the Joy AI builder.

Your current AI workflow will look something like the image below.

Components of the Joy AI Builder

Along the top banner of the Joy AI builder, you'll see several options. In the upper left-hand corner you can do the following (from left to right):

Exit the workflow
See the status of your workflow
Update the name of your workflow
View workflow errors (if applicable)
Undo or Redo changes

In the upper right-hand corner, you can do the following (from left to right):

Assign a number to your Joy AI script
Configure additional options to control how Joy AI responds when a caller is unclear, silent, or asks for a person.
Restore a workflow from the original set up or the last published configuration

In the center of your screen, you'll see the workflow itself. All workflows start with two options; one path will collect basic information from a caller, and the other will transfer the call to a live agent if Joy is unable to assist. However, users can customize Joy to their liking. We'll go over the available configurable options within Joy in the next section.

Configurable Options Within Joy

Depending on what you want Joy to do, there are a number of different tools to build out your AI workflow. We'll briefly introduce all of the available building blocks within Joy below. To learn how to use specific blocks, simply click on the hyperlink associated with the block you wish to learn more about!

Data Collector: If this option is chosen, users will be able to activate different data collectors via toggles. Standard data collectors include gathering the caller's Name, Number, Email, Address, Company and Message. However, users can add custom data collectors as well.
Transfer to SAS: If this option is chosen, callers will be transferred to a live agent.
Voice Option: This option allows a user to configure another voice prompt for Joy to read to your callers, like a secondary set of questions.
Closing: This option will allow a user to configure a Closing to end the call.
Copy Branch: This option will allow a user to copy an existing branch of the workflow.