Sessions: How to avoid an eternal loop for the caller when requesting a confirmation

Introduction

In this chapter we are learning how to use the action "set session" to avoid eternal loops. In our call flow our customer will be asked for an order id. The dialog logic will then repeat the number and ask if the number that was understood is correct. If it is not correct, it will go back to the initial module. If it is correct it, will continue. If it is not correct a 2nd time, we will already send the caller on to avoid frustration. There can be several reasons why the customer is not understood: an accent, bad connection, or he es trying to provide a number that does not match your expectations. In that case we still have the agent to get the information.

The Call Flow

This is what the call flow will look like:

1. We are starting with the module "Order ID".

In the settings, we give the variable the name "order_id". Also, we are allowing DTMF input. We are expecting a number that is between 4-5 digits long, so our Min length is 4 and Max length is 5. As after-flow we create the next SST "Order ID Correct?" In the Audio section we add a TTS with the text: "Please provide your 4-5 digit order id."

2. Module: Order ID Correct?

In Settings, we will give that variable the following name: "Order_ID_confirmation". For this case we will use a template, as for the question (I understood <say-as interpret-as="spell-out">{app.speechToText.Order_ID} </say-as>, is this your order ID?) we are expecting to receive either a confirming answer or disapproval. You need to open the small error below the language to see this part.

This will then bring us to the afterflow of this module: "Confirmation Switch".

3. Confirmation Switch

We will need one routing rule for this and one atferflow:

Let us look at the routing rule first, because we are using the confirmation template it might be different from what you know. We are expecting in this routing rule a false answer, meaning that the customer didn't confirm the order ID:

If not already done create the TTS module: "Thank you for order ID" - this is where the call will be directed to in case the above mentioned routing rule doesn't apply.

Automations

4. Now we still want to make sure we will add the automations to the flow:

We are now going back to the first module: "Order ID" and go to the automations tab. We are setting both of them up as post automation.

Next, configure counter Order ID:

You will need to create a new trigger "OrderID not given". At that point ivr.OrderID does not exist yet, so please go to "Expert mode" and type "ivr.OrderID".

We are setting OrderId to 1 if it has not been given.

For the 2nd time the customer ends up in that module (meaning he said "no" in the switch), we are building this automation to set the OrderID to 2.

This is what the trigger looks like:

We now can add a new rule to the Switch: 

The trigger looks like this: 

As the priority is higher than for the other routes, it will not check if the answer was still correct, if the counter is already up at 2.

If you wish to have another round, you just need to adapt the triggers and the expectations so that your agents do not lose time on getting the order id from your customer.

Abstract

It is easy in babelforce to ask the customer for information. This can also save you time for your agents. By having the dialog logic repeat the customers input we can ask the caller to confirm the his input. If for some reason this is being missunderstood by the IVR, we can avoid sending him back by using the autmation "set session".

If you are further interested in this topic, we have created a thinkific course for you to try this out.