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eWant 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

    • Start with Greetings, such as “Good Morning”

    • Add the customer name whenever possible, eg: “Good Morning Abhishek”

  • 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

  • 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

  • No labels

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