Want to create an Awesome Customer Experience Voice IVR?

Follow few basic steps and you are good to go….

Must Follow

• Script

  • Scripts should be short and sweet

  • To the point and close ended questions

  • Use commas, full stops, exclamation marks to enhance the experience of the speech

• SSML

  • To get the best customer experience, the SSML should be properly written in order to have perfect pauses and breaks where needed.

  • Reference: https://cloud.google.com/text-to-speech/docs/ssml# and let the magic begin

  • One should avoid unnecessary tags while using SSML

• 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:

    • https://medium.com/janis/9-ways-to-make-your-dialogflow-agents-more-reliable-2b455f1a5b8b

    • https://cloud.google.com/dialogflow/docs/training

• Handle All Branches

  • Make sure one covers all the scenarios and branches of the widgets

• 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 here

• 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 here