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  • 1.  A/B testing for Conv IVR

    Posted 12-14-2022 02:36
    No replies, thread closed.
    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.
    #Implementation
    #Roadmap/NewFeatures
    #Telephony

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    Vimal Venugopal
    Accenture Solutions Private Limited
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  • 2.  RE: A/B testing for Conv IVR

    Posted 12-26-2022 16:50
    No replies, thread closed.
    Be sure to setup some milestones and outcomes on each and then use a random generator to send to each flow and then determine outcomes.  I would ask, what you are expecting to get out of the testing.  I would think that a survey after the Conv IVR would be a better judge of acceptance or have a choice up front for customers to choose like they do for websites that are being updated.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: A/B testing for Conv IVR

    Posted 12-28-2022 14:09
    No replies, thread closed.
    This is very possible, but can be a lot to maintain as the IVR flow changes. Generating a random number in Architect is a built in feature, so you can easily fork a % of callers down a certain path, but generally the call flows are more of a static flow, the voice bot/conversational flows are not going to be adapting themselves to changes, that'll be for you and other admins to handle.

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    Brad Murlin
    Zillow, Inc.
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