IVR Best Practices
Updated
In this article we will learn about best practices involving IVR workflow management and Configuration.
Interactive Voice Response systems is a critical component of modern customer service operations. Sprinklr allows businesses to automate their initial customer interactions, provide self-service options, and route calls to the appropriate agents. To ensure the effectiveness of an IVR system, there are several best practices to keep in mind when managing and configuring the IVR in Sprinklr:
Give relevant name all the nodes of IVR
Always add default path in decision box
Use fallback IVR in voice application
For adding voice prompts, dot upload directly in IVR instead use Asset manager to upload and then use Media asset in IVR. This helps to change the prompts in future.
Keep the IVR Simple: The IVR should be designed in a way that it is easy for customers to navigate. Divide repetitive config Items which are being used in flow at various places as a separate IVR to avoid rework.
Use of Notes node to print out various values on which decision is being made in IVR, in testing phase to ensure all scenarios are handled correctly in IVR.
Timeout / Invalid Message should be configured on IVR level in IVR edit settings. It is advisable to add this message on IVR level rather than adding it in every Gather customer response node. If messages are added at both levels then messages configured at node level will take precedence.
Create Account Group for all applications being used for a brand, Also group on basis of regions, this helps brands in filtering out calls on basis of account groups in reporting.
Always ensure that Variables created do not have space in between their names and follow a specific naming convention. This is advisable to keep IVR variable names similar across all IVRs which are being passed down from one IVR to another.
When using Email Deflection, always check first if the Email profile for that caller exists or not, if not then User needs to first create an email profile for that customer and merge it with that customer’s Voice Profile.
If you are using schdule callback in IVR, increase the priority for Inbound calls and Cancel the old callback when customer calls back and gets connected to agent through another call