Voice responses
A voice response is a word or phrase uttered by a subscriber during a conversation that serves as an answer for the IVR.
Voice responses are used in scripts as response options of the “IVR” block, with the difference that instead of the keys of the tone dial, the IVR is programmed for a voice response from the subscriber.
Voice responses are divided into “System” and “User”. System voice responses are suitable for most cases: “Yes, No, Clarify”, and they are already entered into the system by default.
User voice responses are responses that you add to the system based on the need to use them in your scripts.
We have also provided for the possibility of adding synonyms — speech equivalents of a voice response. Synonyms allow you to receive a less accurate response from the subscriber, which significantly expands the functionality of scripts.
For example, instead of the expected answer “Furniture”, the subscriber can say “Chair”, “Armchair”, etc. In this case, thanks to the synonyms function, each of these answers in the context of the scenario will be equated to the word “Furniture”.
To switch to voice response management, click on the “Voice response” item in the “Outgoing Campaigns” section of the main menu of your personal account.
To create a new voice response, go to the “User” section and click “Add”.
In the form that opens, enter a new voice response in the ”Name“ field, for example: ”Furniture“, and in the ”Synonym of the response“ field (optional), separated by commas, enter the words that should be taken into account by the system as equivalents of the voice response, for example: “Chair, table, armchair, etc.” and click on the “Save” button.
Now the voice response “Furniture” will always be available for selection in the properties of the “IVR” block.
Pay attention that not only individual words, but also whole phrases can be set as a voice response and its synonyms.
To edit or delete a voice response from the system, click on it in the list of voice responses and then select the desired action.
