Want to create an Awesome Customer Experience Voice IVR?

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

Must Follow

• 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.

• 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:

  • 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”)

• Use SSML Tags such as

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

  • <emphasis> to emphasise important parts

  • <break time='500ms'> to add break after every sentence or before important informations. Keep time > 400ms at-least.

  • 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.
    

• 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.
    

• 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