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  • 1.  Speech Activated IVR with more than 12 Options

    Posted 06-17-2021 08:54
    No replies, thread closed.
    Hi All -

    I have a project where a single IVR menu may be required to have more than 12 options. The IVR will be speech activated, however I still need a unique DTMF input to identify the Call Route.

    Unfortunately the 'Collect Input' Block does not support Speech Recognition.

    Any ideas?

    Thanks in advance,
    Mal.
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------


  • 2.  RE: Speech Activated IVR with more than 12 Options

    Posted 06-17-2021 13:48
    No replies, thread closed.
    This is the perfect use case for Bot Flows with an Ask for Slot tool.  I have several bots for things like Ask for Account Number, Ask for Social Security Number, Ask for Date and Time and Ask for Phone Number already populated in my ORG that can be brought in for things like this.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Speech Activated IVR with more than 12 Options

    Posted 07-07-2021 15:05
    No replies, thread closed.
    Assuming you need a menu structure...

    I haven't had the need to try this in GC, but in the past I've nested the additional options in a sub-menu.  So on the main menu "1" would lead to a sub-menu (no audio) with a default exit for "1" and then "0", "1" and "2" would be effectively 10, 11, and 12.

    Mentally whiteboarding this... Put all your speech activations in the main menu, along with all the audio prompts needed.  Include a separate DTMF entry for "1" and build the additional entries off the sub-menu. Presume "check balance" is option 12.  Your main menu has a speech activation choice for "check balance" and a separate DTMF menu choice for "1" and the sub-menu has a DTMF for "2."  Both the main menu speech activation choice and the sub-menu "2" choice jump to the same balance checking code.

    Not the prettiest solution, but in my head it could work.  Might have overlooked something haven't tried anything like this in GC.

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    Patrick Rada
    Keypath Education LLC
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  • 4.  RE: Speech Activated IVR with more than 12 Options

    Posted 07-08-2021 01:48
    No replies, thread closed.
    This is a case of where like-for-like just doesn't make sense.  No one wants to listen to a list of 12 options when most people can only remember the last 3 options offered.  I would suggest looking at natural language options where you let callers say utterances that match intents and give them some prompting about what they could say with the 3 or 4 most common things.  You can have a help that gives a full list.  Let's start building modern IVR's instead of sticking with what we were forced to use for the past 30 years.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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