Want to create an Awesome Customer Experience Voice IVR?
Follow few basic steps and you are good to go….
Do’s
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Script
Scripts should be short and sweet.
To the point and close ended questions
SSML
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To get the best customer experience, the SSML should be properly written in order to have perfect pauses and breaks where needed.
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IVR Script:
1. Know your voices:
Give the customer a sample start script with all voices possible, separating Wavenet and Standard voices, with commercial impact added.
Here’s how to download voice prompt: https://drive.google.com/file/d/15DjeXjODe9MOF-JXV-E2I_2Efwk_s2Ar/view?usp=sharing
Remember, static prompts (prompts which do not have any dynamic text in it) is only generated once and re-used without incurring new charges.
2. Start with:
Add a connection delay. We recommend adding 500 ms to 1 sec delay. This delay will change based on Inbound or Outbound modes.
Start with Greetings, such as “Good Morning”
Add the customer name whenever possible, eg: “Good Morning, Abhishek”
3. Script:
Use SSML Tags
Use Grammarly or any other service to check the grammars first.
Consider having a single DTMF number to go back one level (“Press 8 to go back”) and one for going back to Main Menu (“Press 9 to go to the Main Menu”)
4. Use SSML Tags
Go through all SSML Tags from here: https://cloud.google.com/text-to-speech/docs/ssml#
and let the magic begin.<emphasis>to emphasize important bits in the script. Keep the emphasis on one word only.Use
<break time='500ms'>to add a break after every sentence or before important information.1500ms between paragraphs
500ms-800ms between sentences.
400ms+ for any other place.
Use <s>...</s> tags to wrap full sentences, especially if they contain SSML elements that change prosody (that is, <audio>, <break>, <emphasis>, <par>, <prosody>, <say-as>, <seq>, and <sub>).
If a break in speech is intended to be long enough that you can hear it, use <s>...</s> tags and put that break between sentences.
<prosody>→ Used to customize the pitch, speaking rate, and volume of text contained by the element. Currently, the rate, pitch, and volume attributes are supported.Tricky pronunciation? You can use the
<phoneme>tag to produce custom pronunciations of words inline.<phoneme alphabet="ipa" ph="ˌmænɪˈtoʊbə">manitoba</phoneme><say-as interpret-as="duration">to correctly read durations. For example, the following example would be verbalized as "five hours and thirty minutes":<say-as interpret-as="duration" format="h:m">5:30</say-as>
5. How to ask questions:
Questions should be short and sweet
Ask to-the-point and close-ended questions
6. DTMF options:
Always configure the “Length” of DTMF input to ensure that after correct. Most of the time you’ll be taking a 1-digit input (i.e. 1 to 9), so please ensure the Length is set to 1.
Add pause after important bits, example:
Press 1, for account informationto add a delay after “Press 1”Add a break delay after each option for enough time for customer to process the information. We recommend
<break time=”600ms”>
Always add an option to repeat the information.
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Virtual Agent Training
DialogFlow Training
As important as the flow is the Intent Training
Create the required intents in Google DialogFlow or IBM Watson
Create lots of Entities!!
Reference:
Handle All Branches
Make sure one covers all the scenarios and branches of the widgets
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Single Utterances
Single utterance is the function of Google which helps to identify single word inputs in a better way
Enabling single utterances is not a sure shot solution in case of languages other than Eng(US) as none of them have the phone call model by Google enabled for STT
One can enable single utterance and choose not to add any “Expected Phrases” if not needed
To know more check out the user manual /wiki/spaces/PD/pages/17137699
Expected Phrases
Class tokens as well as single utterance words, phrases can be added under expected phrases to let the system understand and better detect the speech
Make sure no “Space” is added between two expected phrases i.e. Correct → Yes,Yes this is correct and Wrong → Yes, Yes this is correct
To know more check out the user manual /wiki/spaces/PD/pages/17137699
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