How does Ozeki Chat Gateway work

The Ozeki Chat Gateway is a cruical software component of the Ozeki Chat Server package. It is a great tool that enables users to route messages between various communication channels, including emails, voice calls, SMS, and chat applications. This powerful tool enables AI models to participate in many workloads by providing quick and accurate responses. This article gives some examples on what you can achieve with Ozeki Chat Gateway.

What is a Chat Gateway

A chat gateway serves as a crucial intermediary that routes messages between various connections (Figure 1). These connections can include chat accounts, AI models, and other network entities capable of sending and receiving messages. By efficiently managing the flow of communication, the chat gateway ensures that messages are accurately delivered to their intended recipients, facilitating seamless interaction across diverse platforms and systems.

Where can you find Ozeki Chat Gateway

Ozeki Chat Gateway is part of the Ozeki Chat Server software package (Figure 2). When you install Ozeki Chat Server, it is installed along side with the chat server and the AI functinoality. It offers a routing table, where each route can mark out a route between two entities in the system. In this article you can find several example of what Ozeki chat gateway can do.

How to use Ozeki Chat Gateway

In the Graphical User Interface (GUI) of Ozeki Chat Gateway you see 4 panels. In the left panel you can create chat accounts (and e-mail and sms accounts). In the right hand panel you will see the Chat bots- you have created using your AI models. And in the middle you see two panels for creating message routes (Figure 3).

To create a message route all you have to do is click on Add in either the inbound routing or in the outbound routing panel. Note that for most connections you will create two routes: one for incoming and one for outgoing messages (Figure 4)

Once you are familiar with the GUI, you are ready to create amazing solutions. In most cases you will route varioius accounts to a local AI model. Take a look at the following examples:

Route E-mails to AI and let it answer

The Ozeki Chat Gateway can route email messages just as effectively as it routes chat messages, enabling AI language models (LLMs) to respond to emails. By configuring email routing in the chat gateway, organizations can leverage AI to handle a wide range of e-mail processing seamlessly.

When Ozeki AI answers an e-mail it can be sent to aither the original sender or to the e-mail's original recipient. The second approach is better, because it allows the recipient to review the AI's suggestion and can decide to use the AI response fully, partially or not at all.

An AI e-mail gateway setup will often be excellent on providing timely and accurate replies to customer inquiries, support requests, and other email communications. The only issue is proper prior training. This can be done using the e-mail history of the individual or the e-mail history of the whole organization.

By training your Local AI on the e-mail history of the organization you can get amazing results.

Route voice phone calls to AI

Voice call to AI routing uses VoIP technology and enables telephone calls to be answered by AI agents, providing immediate and efficient responses to callers. This setup can handle a wide range of inquiries, from customer support to information requests, ensuring consistent and accurate communication. Ozeki Chat Gateway performs this tasks, by implementing text to speech and speech to text conversation and passing the communication to the local AI agent as text messages.

To provide accurate and usefula AI responses, proper training of your AI model is a must.

This capability allows businesses to offer 24/7 customer support, ensuring that users receive timely assistance regardless of the time of day.

Route SMS text messages to AI

If you install Ozeki SMS Gateway along side your Ozeki Chat Server, you get access to SMS text messaging functionality. If you configure a route to let your AI LLM answer enquires coming in SMS messages you will discover that AI models can efficiently handle SMS text messages, providing quick and accurate responses to a variety of inquiries.

For SMS AI replies, the response window size should be limited to a few hundred characters to make sure the reply messages is kept short. A setting of 160 characters will ensure, that thre reply can fit into a single SMS.

Route WhatsApp messages to AI

Ozeki Chat Gateway can also be connected to the WhatsApp API. If you live in a country where WhatsApp is popular (e.g. UAE), you will likely setup a WhatsApp customer service by letting your AI do the communication.

Route MS teams messages to AI

Using your local AI to connect to Microsoft Teams as a chat bot offers numerous advantages for enhancing workplace communication and productivity. The biggest advantage is that you can use a locally trained AI model or you can use modern industry specific AI services on the web to get better responses, that Microsoft's CoPilot assistance.

MS CoPilog is good for getting generic responses. Ozeki AI can deliver better results if you train your models properly.

Route Chat messages to SQL database

Improving employee efficiency can be achieved by enabling access to data stored in an SQL server directly from a standard chat interface. This integration allows users to retrieve and update information in real-time, streamlining workflows and reducing the need for manual data entry.

By leveraging Ozeki Chat Gateway's connection to SQL server, organizations can ensure accurate and up-to-date information is always available, and the employees will do less task-switching between various applications.

Route Chat messages to Txt files

Text files have always been around. There is no IT system that cannot read or write such simple txt files to the hard drive of the computer. If you use Ozeki Chat Gateway, you can configure two directories on your drive, one for sending and one for receiving messages. If an incoming chat message comes in Ozeki Chat Gateway can save ot to the incoming dir (e.g. C:\in) and if you wish to send a chat messages you can save it to the outgoing dir (e.g. C:\out) and the Ozeki software will pick it up and deliver it.

Note that you can also use an AI model by simply using txt files. All you have to do is connect the TXT file connection to an AI chat bot in the Chat Gateway.

Route Chat messages to a HTTP/REST webservice

System integrators, It departments and software developers will love the fact that they can use an HTTP/REST API, and can rely on HTTP POST request in JSON format to pass chat messages to chat users or to AI models.

To sum it up

Ozeki Chat Gateway is a versatile and powerful tool that facilitates seamless communication across various channels by efficiently routing messages between different entities. Whether it’s routing emails, voice calls, SMS, WhatsApp messages, or integrating with Microsoft Teams, the Ozeki Chat Gateway ensures that you are able use your local AI models the way you wish.

You local AI models (if well trained) will often be able to handle a wide range of inquiries with speed and accuracy. This capability not only enhances operational efficiency but also improves customer satisfaction by providing timely and consistent responses.

By leveraging the Ozeki Chat Gateway, organizations can build a more robust and petter communication workflow, they can reduce the workload on human agents, and maintain a cohesive interaction strategy across multiple channels.