Multimodality in UVC
UVC supports Multimodality which gives end users the ability to interact with a VA over voice and chat simultaneously.
For example, when a end user is calling the insurance company to know the claim status, the VA requests the end user to upload missing documents. The VA initiates a chat session to allow end users to enter Rich text and upload documents and also provides voice over guidance on what details to enter, where it can be found etc.
An API can be invoked from the flow design using an integration point to provide the voice over and the details of the API is available in UVC Multimodality API.