4.2 - The Significance of Audio Prompts: Example Sheet for Reference

This article presents a practical example demonstrating how to effectively organize and manage audio prompts, particularly in a multi-brand or multi-lingual environment (although the focus here is on multi-lingual, it can easily be adapted for brands). However, before delving into that, let's explore the significance of audio files in your call flow and discuss best practices for their utilization:

1. Enhancing customer experience: The IVR, along with audio files, plays a crucial role in forming the first impression of your business and the services you offer. A well-designed call flow that ensures a positive caller experience demonstrates professionalism and instills customer trust.
2. Defining the customer journey: Audio files serve as guideposts, leading customers through your call flow and providing them with the necessary information.
3. Versatile application of audio files in babelforce: Audio files can be incorporated into various modules in babelforce, including
   1. Audio Player
   2. Input Reader
   3. Speech to Text
   4. Transfer
   5. Voicemail
4. Additionally, instead of audio players, you have the option to use babelforce's Text to Speech (TTS) modules. These modules allow you to input text that can be read aloud to customers using preinstalled voices. They are particularly useful for drafting your call flow before adding the final audio files. Feel free to explore our help center for gaining more insights.

Now, let's proceed to the example we would like to present:

Although the initial row may appear technical, its purpose will become clear later on. At this stage, it serves as an overview of how you can organize your prompts effectively.

When documenting the audio prompts, ensure you include not only the designated location where the prompt is used but also the wording. This way, you can comprehend what customers hear without having to call your own hotline. Lastly, record the file name, which can be chosen freely, but ensure that you maintain a clear association between the file name and its corresponding audio content.

Now that we are done with this section, you completed the first chapter of the tutorial. Congratulations!

We are looking forward to your comments and improvement suggestions.