IT Support Line

it-support.js

// Code for Twilio Functions (https://www.twilio.com/functions) that builds an automated speech recognition IT support desk.
			    
// Read the companion blog post (https://www.twilio.com/blog/2017/07/building-the-it-crowd-answering-machine-using-twilio-functions.html) for full explanations.

/**************** Version 1 ******************/
exports.handler = function(context, event, callback) {
  let twiml = new Twilio.twiml.VoiceResponse();
  twiml.say({ voice: 'man', language: 'en-gb' }, 'Welcome to the IT support hotline. Sorry, we are currently closed. We don not have any open hours.');
  callback(null, twiml);
};



/**************** Version 2 ******************/
exports.handler = function(context, event, callback) {
  let twiml = new Twilio.twiml.VoiceResponse();
  if (!event.SpeechResult) {
    twiml.gather({ input: 'speech', action: '/hotline-v2?next=issue'}).say({ voice: 'man', language: 'en-gb' }, 'Hello this is I.T. What is your issue?'); 
  } else if (event.SpeechResult.toLowerCase().indexOf('thank') !== -1) {
      twiml.say({ voice: 'man', language: 'en-gb' }, 'You are welcome.');
      twiml.hangup();
  }
  callback(null, twiml);
};
 
 

/**************** Version 3 ******************/
exports.handler = function(context, event, callback) {
  let twiml = new Twilio.twiml.VoiceResponse();
  if (!event.SpeechResult) {
    twiml.gather({ input: 'speech', action: '/hotline-v3?next=issue'}).say({ voice: 'man', language: 'en-gb' }, 'Hello this is I.T. What is your issue?'); 
  } else if (event.SpeechResult.toLowerCase().indexOf('thank') !== -1) {
      twiml.say({ voice: 'man', language: 'en-gb' }, 'You are welcome.');
      twiml.hangup();
  } else {
    askOnOff(twiml);
  }
  callback(null, twiml);
};
 
function askOnOff(twiml) {
	twiml.gather({ input: 'speech', action: '/it-support?next=plugged'}).say({ voice: 'man', language: 'en-gb' }, 'Did you try turning it off and on again?');
}

 

/**************** Version 4 ******************/
exports.handler = function(context, event, callback) {
  let twiml = new Twilio.twiml.VoiceResponse();
  if (!event.SpeechResult) {
    twiml.gather({ input: 'speech', action: '/it-support?next=onoff'}).say({ voice: 'man', language: 'en-gb' }, 'Hello I.T.'); 
  } else if (event.SpeechResult.toLowerCase().indexOf('thank') !== -1) {
    twiml.say({ voice: 'man', language: 'en-gb' }, 'You are welcome.');
    twiml.hangup();
  } else if (event.next === 'plugged') {
    if (event.SpeechResult.toLowerCase().indexOf('yes') !== -1) {
      askPluggedIn(twiml);		
    } else {
      askOnOff(twiml);
    }
  } else if (event.next === 'problem') {
    askForProblem(twiml);
  } else if (event.next === 'solution') {
    const linkToStackOverflow = 'https://stackoverflow.com/search?q=' + require('querystring').escape(event.SpeechResult);
    twiml.say({ voice: 'man', language: 'en-gb' }, 'Alright I found a few solutions. I will send you an SMS with them. Bye.');
    twiml.sms(linkToStackOverflow);
  } else {
    askOnOff(twiml);
  }
  callback(null, twiml);
};
 
function askOnOff(twiml) {
  twiml.gather({ input: 'speech', action: '/it-support?next=plugged'}).say({ voice: 'man', language: 'en-gb' }, 'Did you try turning it off and on again?');
}
 
function askPluggedIn(twiml) {
  twiml.gather({ input: 'speech', action: '/it-support?next=problem'}).say({ voice: 'man', language: 'en-gb' }, 'Is it definitely plugged in?');
}
 
function askForProblem(twiml) {
  twiml.gather({ input: 'speech', action: '/it-support?next=solution'}).say({ voice: 'man', language: 'en-gb' }, 'Alright what was your exact problem again?');
}