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Freshcaller's speech-enabled IVR bots allow your callers to converse in a natural language and avoid the hassle of navigating through long and complicated key-press IVR menus. 


The traditional IVRs identify the purpose of a call based on the customer's phone key input and routes the call to the correct team or agent. However, the speech bot, powered by Freddy uses speech recognition to understand a customer's voice using intents and gives human-like responses. 


Intents are common phrases or words that a customer speaks during a call. The speech IVR bot understands the purpose of a call using these intents. With speech IVR bot, route your inbound calls intelligently and help your customers have a better call experience.


How does Speech-enabled IVR work?

Freshcaller's speech IVR bot works with intent training and speech-enabled IVR call flow. Intents are keywords or phrases that customers say during a call. 

The speech IVR bot is initiated when a customer calls a Freshcaller number to which you assigned the speech-enabled IVR call flow. If the bot understands the customer's words or phrases, it associates the words to the intent and gives appropriate response in a human voice. However, if the bot does not understand the words or if the customer did not give valid input, it routes the call according to the call flow setup.


User/Role Requirements:

To set up speech-enabled IVR , you must have admin or account admin permissions.


Setting Up Speech Enabled IVR Call Flow


The speech-enabled IVR call flow help you take proper actions based on the intents and other routing rules.

  1. Log in to your Freshcaller account as an admin user.
  2. Navigate to Admin > Call Flow > New Speech Enabled IVR and fill the form. Check the following steps.
  3. Speech Enabled IVR Name: Enter a name for the speech-enabled IVR call flow.
  4. Play Message: Select a message to initiate the speech IVR flow. Freschaller provides four default voice messages. You can choose to select one or create a customized message. For details, check How to create customized messages and greetings.
  5. Speech Bot Setup: Indicates the speech IVR bot configured for your account. By default, Freshcaller creates a speech IVR bot with two intents. You can select the default bot or create a new bot.

    To create a new bot, click on the Select Bot drop-down and enter a name in the Search/Create Bot field that appears, and then click on the Create link.
  6. Click on Manage Intents to configure the training module for your speech IVR bot. You can also bulk upload a file with multiple intents. For details, see the Uploading Intents section below.
  7. IVR Setup: Add intents from your configured speech IVR bot and select the corresponding action to be performed.
    If you want to add a new intent, click on Add New Intent.
  8. Routing Rules: The routing rules help you configure how the bot should respond to a particular rule. The speech-enabled IVR call flow has the following routing rules:
    • If customer did not give a valid input: This happens when the customer provides an invalid voice IVR option or does not say anything.
      Additionally, for this rule, select the Play Message to be played when a customer gives an invalid input. For example, you can create an invalid input message which says, "You have given us an invalid voice option. Please give a valid input". Also, enter the number of times the invalid input message should be repeated and select the corresponding action to be taken after the n number of repeats:
    • If bot did not respond: This happens when bot fails to respond to a customer's question.
  9. For each routing rule, select the relevant action you want the bot to perform. For example, if the bot did not understand, send to call queue. The call queue actions available are:
    • Send to Voicemail: Select this to send the customer to the voicemail and subsequently select the voicemail message from the list or create a new message.
    • Send to Call Queue: Select this to send the customer to a call queue and subsequently select the relevant call queue name from the list or create a new call queue.
    • Send to IVR menu: Select this to send the caller to an IVR menu and subsequently select the IVR queue name form the list or create a new IVR menu.
    • Hangup: Select this if you want to hang up. Select the hangup message from the list or create a new hangup message.
  10. Click Save.

Assigning Number


The speech-enabled IVR call flow is initiated only when you assign the call flow to a Freshcaller number. 

To assign the call flow to a number.

  1. Log in to your Freshcaller account as admin or account admin.
  2. Click on Admin > Numbers.
  3. Select the number to which you want to assign the speech IVR bot call flow.
  4. Hover anywhere on the row and click the edit icon to open the Properties/Call Actions tabs.
  5. Switch to the Call Actions tab.
  6. Click on the Actions drop-down and select Send to IVR Menu.
  7. Click on the IVR Menu drop-down and select the configured speech-enabled IVR menu name.

This completes the setup required for speech-enabled IVR call flow.


Managing Intents/Training Speech IVR Bot

To understand a customer's voice and to provide appropriate response, your speech IVR bot must be trained.

Training is nothing but creating a list of intents and adding commonly used words and phrases for that particular intent. 

For example, if you have a call center service for flight booking, you can have intents such as Ticket Booking and Ticket Cancellation. For these intents, you can add the following phrases:

  • Can you book my ticket?
  • What is the status of my ticket?
  • I want to cancel my ticket?

Based on the training, your bots learn to identify and understand the phrases during a call and associate it with the right intent. This helps you achieve an effective speech IVR call conversation. 

Freshcaller creates a default speech bot with two intents and corresponding action items. You can configure the same bot and edit the intents based on your requirement or create a new bot.


To manage a speech IVR bot:

  1. Log in to your Freshcaller account as admin and click Admin > Call Flows.
  2. Select the speech-enabled IVR Call flow for which you want to mange intents.
  3. In the call flow form, under Speech Bot, select the required bot and click Manage Intents. Alternatively, you can also upload a set of intents at once. for more details, see upload intent file.
    Note: If you want to create a new bot, click on the Select Bot drop-down and enter a name in the Search/Create Bot field that appears, and then click on the Create link.
  4. When you click Manage Intents, your speech IVR bot training page opens.
    The training page consist of the following options:
    • Create New Intent: Click this to create a new intent
    • Upload Intents: Click this to upload a file of multiple intents.
    • Viewing & Edit Intent: Lets you view and edit the existing intents. 
    • Review Customer Phrases: Lets you view the customer phrases/voice inputs captured during a call conversation. Based on this, you can choose to add these phrases to your bot.

For more details, see the following sections.


Creating New Intent

  1. On the Speech IVR bot training page, click on the Create New Intent button.
  2. Intent Name: Enter the intent name. For example, Ticket Booking, Ticket Cancellation.
  3. New Phrase: Enter the phrases that you want to add for this intent. Phrases are common queries/questions that a customer may have regarding an intent. For example, for the ticket booking intent, you can add phrases such as, Can you book my tickets? or What is my ticket status?
    Adding different phrases helps your bot identify and understand customer's intents better.
  4. Click Save.

Uploading Intents

In addition to adding individual intents, Freshcaller allows you to upload multiple intents at once using a CSV file.


To upload multiple intents:

  1. On the Speech IVR bot training page, click on the Upload Intents button.
  2. Browse and select the CSV file you want to upload. The file should have the list of intents and the corresponding phrases. If you are not sure about how to create one, download the sample .csv template and fill the details.
    The sample template contains the following columns:
  3. On successful upload, you will see the following message:
    Additionally, you will also receive a confirmation message on your registered mail id.
  4. To see the uploaded intents, refresh the Speech IVR bot page.
Notes:
  • You can enter any number of intents and phrases in your file. However, make sure that file size is less than 5 MB.
  • Ensure that you upload only a CSV file.
  • Each intent in the file should have a corresponding phrase. You cannot enter an intent and leave the phrase empty.
  • If you encounter any errors while uploading the file, you will see warnings with details on why the upload failed. For example, if you upload a non-csv file or just enter the intent without the phrase or vice versa, the following error message will be displayed. To see the details of the warning, click Know more. You will also receive the message on your registered mail id.

Viewing & Editing Intents

  1. On the Speech IVR bot training page, click on the Viewing & Edit Intent tab.
  2. To edit an existing intent, click on the edit (pencil) icon available next to the intent.
  3. Update the necessary changes and click Save.
    The options/fields required to update intents are similar to the fields available in the Create New Intent page.

Reviewing Customer Phrases

Freshcaller captures and saves customer's voice inputs as phrases. You can review these phrases and choose to add it to your bot.

  1. On the Speech IVR bot training page, click on the Review Customer Phrases tab.
  2. Here, you can see the following details:
    • Caller Input: The voice input or the phrases that the customer spoke.
    • Timestamp: The time of the call.
    • Bot's understanding: Tells you how the bot interpreted the customer's voice input. If the voice input is similar to an existing phrase, the bot associates the phrase to that particular intent. If the bot fails to understand the input, this field will be empty. 
    • Change Input To: Select the intent to which you want to associate the customer's voice input/phrase.

To view the details of the corresponding bot call, hover anywhere on the table row, and click View Call Details.