How do you plan and test an IVR bot in Contact Center?
Written with AI assistance.
This guide draws on the earlier technical article and demonstration. Adapt the steps to your organisation's configuration and responsibilities.
The original demonstration transcript is available in the Norwegian version of this guide.
- 4 steps
Procedure
1.Define which calls the bot will handle
Describe which enquiries are suitable for an automated initial conversation and when the customer should be transferred to an employee.
2.Design the conversation and handover
Create a simple conversation flow with understandable questions and defined response options. Establish what information should accompany the handover.
3.Configure a test environment
Use the organisation's approved Contact Center and voice-agent setup. Check licensing, language support and telephony integration for the intended environment.
4.Test before publishing
Try common questions, misunderstandings and situations the bot cannot resolve. Check that the customer reaches the correct queue or employee and that the necessary information accompanies the call.
Discussion
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