You can easily accomplish this with a random function and a decision at the top of your initial flow. The important thing will be to use unique Outcomes and Milestones in each to test the effectiveness of each. One thing that might be interesting is to offer up front for callers to try our "new and improved call menu or the original one" and see how many takers you get. I did an A/B test not too long ago and surprisingly, the company got really good response and turned it on to 100% NLU within a couple of weeks.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 12-14-2022 02:35
From: Vimal Venugopal
Subject: A/B testing for Conv IVR
Would like to know your thoughts on the A/B testing for Conv IVR. the idea is to better understand on the Conversation IVR adaptability for the customers. Probably we can send certain % of calls through Conv IVR & rest thru normal DTMF.
#Roadmap/NewFeatures
#Telephony
#Unsure/Other
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Vimal Venugopal
Accenture Solutions Private Limited
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