Build an IVR with Infobip Flow – Without any Programming!

Content Marketing Team Lead

Zoha Tapia

Content Marketing Team Lead

IVR (Interactive Voice Response) is a technology that lets humans interact with computers by using voice and DTMF input. Having IVR is great way to enhance customer experience, but building an IVR is usually complicated, takes a lot of time and relies on the ability to code. We decided to change this and help you reduce the costs of business and gain productivity by developing a new feature that you will like…

Our IVR solution does not require programming skills. Actually, it doesn’t require a single line of code to get you going – and the drag and drop functionality will help you quickly create and manage IVR menus for your customers.

What can you do with IVR on the Flow?

In addition to giving you the ability to create an IVR without a single line of code, IVR on the Flow will let you easily:

Create multistep IVR flows Enable real-time interaction with your back-end systems over Call API Create logic for call forwarding Record customer voice input Create TAGs to track customer behavior Combine IVR with other communication channels

Create multistep IVR flows

Use variables to track your customer keypad inputs, and conditions to navigate the customer to the next IVR menu.

Click the image below to see an example of a multistep IVR flow:

You can define the maximum keypad input length the customer can enter, depending on the type of input you need from your customer – these can be simple inputs such as 1-9, or they can be more complex long numbers like orderID or cardID.

You can also define the response waiting time for your customers’ input – if they’re not active, you can terminate the call and save on costs.

Enable real-time interaction with your back-end systems over Call API

If you want to send an instant reply to your customer that has entered their cardID or orderID, you can use the Call API function to enable real-time interactions between your systems and Flow – this gives you the ability to reply with the information collected from your system, or with validation they need to get to the next step of the conversation.

Create logic for call forwarding

Call forwarding comes in really handy when your customers need more details about the promotional message they just heard in an IVR call.

You can also create non-IVR actions based on the call forwarding status (answered, no answer, busy or error). For example, if the line is busy, you can create a condition, and send an SMS to inform a customer that they will get a call as soon as an agent becomes available.

Call recording

You can now make a recording of your customers’ voice input – this will be an important addition to your post call surveys, or for customers to leave a message.

You can define the length of the recording, the maximum duration of silence once the customer leaves their message, and escape digits – If the customer just wants to get back to the IVR menu, you can give them a simple option to get back.

Create TAGs to track customer behavior

TAGs can help you optimize the IVR menu – by adding a TAG after each customer action, you can track what the most popular IVR option was. If you notice that the most popular choice is the second step, why not promote it to the first IVR menu.

By doing this, you can shorten the call duration time and give a better user experience for your customers.

Combine IVR with other communication channels

IVR is a powerful tool but can even be better if you combine it with other communication channels like SMS, chat apps, or email. If your customers need to check their balance or loyalty point status, they can request it over an IVR flow and receive an SMS with all the details, giving them the option to have the information stored on their mobile phone.

Which use cases does IVR on the Flow enable?

The following three use cases are the most commonly used and easy to implement:

Identify your customers. You can automatically identify customers by creating a validation process before they reach the agent, helping you optimize your communication. Automate a part of the interaction. By combining IVR and Call API functions, you can set up automatic replies based on the customer query. For example, if the customer wants to know when their order will be available, you can request the order ID. The order ID will be a unique identifier for the parcel, and you can respond with a voice message that will give them the delivery information. Perform post call surveys. It is essential to have insight into your service performance and to do that you need to ensure a constant feedback loop. With IVR, you can gather useful customer feedback by combining the qualitative and quantitative approach. You can get the quantitative information by asking your customers to rate you from 0 to 10, and the qualitative information by recording their response to questions.

Without the need for programming, our codeless IVR can help you avoid unnecessary costs and allow you to focus on improving the experience for both your agents and your customers.

Jan 30th, 2022
4 min read
Content Marketing Team Lead

Zoha Tapia

Content Marketing Team Lead