Sprinklr IVR provides us the ability to take inputs from the customer and cater to their queries when they reach out to brands on voice as a medium. In this article we will learn about how admins can configure IVR to work with multiple languages.

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Sprinklr has clients around the world, all catering to customers in different regions. To support this global scale, the IVR supports the addition of multiple languages and allows the user to choose the language they want to traverse the IVR in. 

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Configure languages supported in the IVR

We need to first select the languages that the IVR will support. This can be done in the IVR settings. 

1. Click on the 3 dots next to the IVR name and go to edit settings

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2. Scroll down to Language section.

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3. Choose a language, and click on “Add Language” to add more

   Inside the IVR, we provide the option of selecting a language to the user. This is in the “Gather Customer Response” node.

a. Always ask language checkbox: If a user calls multiple times on the IVR, a default language is set for him based on the language he selected for the first time. Checking this box will allow the user to select their preferred language every single time.

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b. Wait till the end checkbox: There are 2 cases possible - user gives input even before the completion of the prompt or he waits till the end of the prompt and then presses the key. If this checkbox is checked, IVR will only take input after completion of the prompt and any key press before that will be ignored.

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c. Valid digits input: This box is used to define the valid input digits for the IVR to continue. [Eg - If prompt says ‘Press 1 for English or Press 2 for Spanish’, valid digits will be 1 and 2 and any other input will be considered invalid]

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d. Set Language: These boxes decide which key press will enable which language. You need to assign one language to each key press. 

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e. Max Retries: Here you mention how many times you want to repeat the prompt in case the user inputs an invalid input or no input at all. 

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f. Timeout Message Checkbox: User timeout is defined as the situation when a user does not enter any input even after a few seconds of the completion of prompt. In such a case, we can enter a timeout message to be played. [Eg- Sorry. I did not capture any input. Please try again] Checking this box opens up an ‘operator says’ content box where this message can be added.

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g. Invalid Input Message Checkbox: Another condition that is possible is that the user gives an invalid input. In this case, we can enter a message to be played to notify this to the user. [Works similar to the timeout message].

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In case of a single language IVR, at the start of the IVR, the language will have to be set manually using the “Assign Value” node. The LANGUAGE field will have to be set to the respective code for the single language in the IVR. Example for English shown below.

Using multiple languages

In the “Operator Says” and “Gather Customer Response” nodes, we can add prompts for the multiple languages configured in the settings. Examples are in the images below.