This is a Freshsales Marketplace app built during Appathon.
Goal: Goal was to build an voice assist system for agent.
Current Implementation: We have build an agent facing widget via marketplace, which can be installed on any of the freshworks product which have integration with marketplace. Widget is able to perform both on text as well as voice input.
WorkFlow: Widget will collect the agent query, forward it to system42 via an API call, which will further be routed to ML to tokenize it and extract entities and send the response back to system42. System42 here is a decision making system, which will do phonetic match, cleaning the response, adding the default operator, verify the confidence. Post that system42 will send the response back to widget. Marketplace app will forward the request to specific route and apply the filters as well.
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