EOne Documentation

EONE is an API-first, intelligent customer interaction platform designed as a programmable layer for company conversations. Developers can use EONE to:

• Sync CRM/ERP Data: Push call logs, transcripts, and AI-extracted data into backend systems.
• Extend AI Agents: Use the Model Context Protocol (MCP) to provide AI Agents with tools for real-time actions like checking order statuses or booking appointments.
• Automate Data Entry: Automatically extract structured information from conversations and send it to a specified endpoint.
• Trigger External Workflows: Start workflows in external systems based on conversation events (e.g., detecting negative sentiment).

A Knowledge Base in EONE allows an agent to access large volumes of external data—such as product documentation, FAQs, website content, and articles—without bloating the prompt. This mechanism enables agents to answer specific questions accurately and consistently while reducing hallucinations. The system works through three main stages:

1. Data Source Integration: Connecting EONE to information sources via document uploads, website URLs, or database providers.
2. Indexing: Processing data into efficient search formats, typically using vector embeddings.
3. Retrieval: The LLM automatically queries the index when it identifies a user question that requires external information.

The Telephony component serves as the gateway between EONE agents and the public telephone network (PSTN) or voice communication systems (such as SIP). It is responsible for managing phone numbers, inbound call routing, outbound call initiation, and call control signaling. Key capabilities include:

• Provider Integration: Connecting accounts from providers like CCALL, Viettel, VNPT, Mobifone, iTel, GTEL, Twilio, or using EONE native options.
• Number Management: Purchasing, configuring, and assigning phone numbers to specific agents or workflows.
• SIP Trunking: Establishing direct SIP connections for advanced integrations.
• Call Routing: Defining rules for directing incoming calls.
• Outbound Call Settings: Configuring caller ID and other parameters for outgoing calls.

The Main Performance Dashboard provides a high-level view of operational health through several key widgets:

• Interaction Volume: Total conversations categorized by channel (Voice, Zalo, SMS).
• Automation Rate: Percentage of conversations fully resolved by AI Agents without human intervention.
• Average Handle Time (AHT): Average time taken by a human agent to resolve a conversation.
• First Contact Resolution (FCR): Percentage of issues solved in the first interaction.
• Overall Customer Sentiment: Aggregated emotional tone score of interactions over a selected period.

The 'My Work' dashboard is the default landing page upon logging into EOne. It serves as a daily briefing and priority overview, containing three primary components:

• My Open Conversations: A list of assigned conversations requiring immediate action.
• My Tasks Due Today: A checklist of follow-up tasks due for completion.
• My Performance Snapshot: A summary of the agent's key performance indicators (KPIs).

EOne automatically analyzes every conversation to provide deeper insights beyond basic metrics:

• Sentiment Analysis: Interactions are tagged as Positive, Negative, or Neutral to identify unhappy customers and root causes.
• Topic & Intent Detection: The AI identifies the primary subject and purpose of conversations (e.g., 'Questions about delivery status' or 'Intent to cancel') to spot emerging trends.