Want to create an Awesome Customer Experience Voice IVR?

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

Must Follow

• 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”

• Script:

  • Go through all SSML Tags from here: https://cloud.google.com/text-to-speech/docs/ssml#

  • Use SSML Tags such as

    • <emphasis> to emphasise important parts

    • <break time='400ms'> to add break after every sentence or before important informations

• How to ask questions:

  • Scripts should be short and sweet

  • To the point and close ended questions

• 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 Length is set to 1.

  • Add pause after important bits, example: Press 1, for account information to add a delay after “Press 1”

    • Add 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.

• SSML

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

  • 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 /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