In this article we want to show you a use case with two modules which often go hand in hand: the Text to Speech (TTS) Function in the new Audio Player module and the Speech to Text module (STT). We will use different modules for TTS-New Audio Player and STT although it is also possible to place the TTS-Function into the STT module. For more information, please have a look at this article which explains the STT module in more detail.
Imagine the following scenario: before routing the call to one of your agents, you would like to ask the customer for their call reason. You want to give them the option to either give their answer via voice input or pressing a number on their phone. Depending on their answer, you want to route them to different agents. For that setup you need the following modules and Triggers:
- a Text to Speech-Function in the new Audio Player module which reads text to the customer (could be replaced by an usual Audio Player module)
- a Speech to Text module which captures the input of the customer
- a set of x Triggers (where x depends of the number of agent selections you would like to create)
In our example we want to ask the customer if they want to talk to Sales or Support and lead them to the respective agent. Let's go through that in detail:
1. Text to Speech Function in new Audio Player module
For more information, have a look at this article, explaining the new Audio Player (old: Text to Speech module) more detailed.
2. Speech to Text
Once you have created the STT module, go to the settings tab. It should look familiar, as its structure is quite similar to that of an Input Reader. Select your language and name the variable (e.g., "callReason" in this example).
Enter the amount of time you want to allow the customer to respond in the "Timeout between Inputs" field (in seconds). You can also upload specific audio files for cases where no input is received from the customer under the "Audios" tab.
If the customer is expected to provide numeric input, toggle the "Allow DTMF Input" switch, allowing them to enter their response by pressing numbers on their phone. In the "Termination" dropdown, choose how you want the customer to end their input. If you expect only numeric input, toggle the "Accept only numeric Input" option.
To learn more about the additional settings available for the STT (Speech-to-Text) feature, please refer to this article.
Next, enter the variable name where you want to store the customer’s response. In this example, we’ve named the variable callReason. You will use this variable in the Triggers you set up during queue selection to route calls to the appropriate agents.
Lastly, direct the call to an after-flow module of your choice. In the provided screenshot, the call is routed directly to the call queue named "Sales - ACD". However, you could also route the call to the new Audio Player Module and play a Text-to-Speech Prompt with a message like: "Thanks for your answer. You will be connected to one of our agents shortly."
Now, just a few steps remain: Use the customer's response to route the call to the correct agent—for example, to a Sales representative or someone from Support—by creating Triggers, adding Tags to agents, and configuring the queue selection accordingly.
3. The Triggers
First, add two Triggers. One, if the customer pressed 1 or said "Sales" and one, if the customer pressed 2 or said "Support". Therefore go to the section Triggers and click on "Add". They look like this:
As shown in the screenshot, we consider both, the Voice input and that of the customer pressing the number on their phone. Therefore, we choose the type "match any condition".
Consider that you will probably have to add more possible answers of the customer if they give their answer via voice input, e.g. they might say they want to speak to a "Technical representative" or they might say "two" instead of pressing it on their phone.
If you allow for more complex answers you might consider integrating a Speech recognition tool like Google Dialog flow for instance which you can train to recognize your Business Cases.
4. Adding tags and groups
Now, you need to define the tags or groups you want to use for the queue selections. For a detailed instruction on how to assign tags and groups to agents, please have a look at this article which explains everything in detail.
Once everything is setup, we can use the Triggers and tags/queues in our queue selections.
5. The queue selections
To configure the queue selections, go to IVR / Voicebot > Queues and click on the queue you want to use. We'll take the default queue. In the section "Agent selection rule" click on "Add" to enter one selection for sales and one for support:
As the screenshot shows, we used tags for both, support and sales and we entered the Triggers we built above.
Now, whenever a customer presses 1 or says "Sales" in the STT module, they are routed to one of the agents with the tag "Sales" assigned. If they say or press "Support", an agent with the tag "Support" is selected by the babelforce platform to take the call.
Great, you finished the setup. Have fun playing around with your newly created call flow.
Note: The Speech to Text (STT) and Text-to-Speech (TTS) features will incur additional third-party costs. These charges are determined by the duration of the caller's input and the pricing.
For detailed pricing information or assistance with cost estimation, please contact our support team at support@babelforce.com.
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