IVR, Bots and Conversational AI

Design effective automated flows or integrate with 3rd party providers

At a Glance

IVR, Conversational AI & Chatbots
Design using comprehensive out-of-the-box toolkit
IVR, Conversational AI & Chatbots
Transfer freely between live agents, IVR and bots
IVR, Conversational AI & Chatbots
Integrate external services

About IVR, Bots and Conversational AI

Softdial Contact Center™ (SCC) allows users to create automated applications and connect to external automated services to handle a variety of tasks for voice and text sessions, from the simple and repetitive to the more complex.

Automation allows you to do more with the resources you have, making the best use of agents’ time by reserving them for higher value tasks and more personalised service.

With SCC, users can:

All automated applications and integrations can be set up within SCC by non-technical personnel, in a fraction of the time of conventional programming methods, by using Softdial Scripter™, SCC’s fully featured workflow design application.

Comprehensive IVR toolkit

Scripter offers a comprehensive toolkit for creating IVR process flows, or ‘scripts’, from the simple to the complex. With these tools, scripts can:

  • take user input (DTMF or voice)
  • interact with a database or CRM
  • play recorded or Text to Speech output
  • perform session control, e.g. transfer to a live agent
  • record a customer voicemail.

By combining these building blocks, IVR scripts can be designed to:

  • block or unblock a customer’s credit card in case of fraud and then send them an SMS to confirm the status change.
  • handle an inbound or outbound call in its entirety (where local regulations permit)
  • validate and route an incoming call to a queue or a blended live agent
  • accept transfers from live agents to handle parts of an inbound or outbound call
  • handle sessions of other media types such as email and text messaging using SCC’s Text to Speech/ Speech Recognition features.

 

Agent transfer to IVR

Agents can transfer calls to IVR mid-conversation to take some of the strain of repetitive tasks, or handle a particular process, for example:

  • to present mandatory terms of business and capture an ‘accept’ response
  • to take payment details for PCI compliance where sensitive customer information, e.g. account passwords, must not be revealed to the agent handling the call.

On completion, IVR can then pass the call back to the original agent.

Creating an IVR script

IVR scripts are created using the drag-and-drop design tool within Softdial Scripter™. To create a script, the user simply drags appropriate logic blocks, or ‘steps’, onto the design area and connects them together to form a flow.

Below is an example IVR script, using a few standard steps from over 50 provided.

This example script can be assembled and tested in 15 to 20 mins by a relatively inexperienced user.

Sample IVR Script designed in Softdial Scripter™

 When activated, this script will:

  1. Play an introductory greeting to the caller, requesting them to enter an account number
  2. Capture the account number and save it to a script variable field, or exit on fail
  3. Perform a database lookup based on the account number captured
  4. If lookup fails, play a prompt requesting the user to re-enter the account number
  5. If successful, re-queue the call to a live agent, attaching the account data to the session
  6. End the call transaction for the IVR agent.

 

Complete solution for bots

Softdial Contact Center™ (SCC) provides a complete solution for bots for any type of text media – chat, SMS, email, WhatsApp, etc.

There are two main types of text bot:

  1. rules-based – can only respond to very specific commands. If the customer doesn’t use recognised commands or words, the bot doesn’t understand and cannot respond
  2. AI-powered – uses machine learning and artificial intelligence to provide the best response.

Both kinds of bots are supported by SCC, and depending on the complexity involved, can be either:

  • entirely composed within Scripter, or
  • third party products, integrated using Scripter.

 

Creating a text bot script

With Scripter, users can design text bots to handle a wide variety of customer service activities, e.g. delivery confirmations, health centre enquiries, product maintenance requests and information, timetable requests.

Scripter enables access to any external system or information source, to collect data to help make decisions and improve the bot dialog.

The image shows an example of a simple Weather Bot script.

When activated, this script:

  1. asks the customer for their nearest town
  2. executes a custom step to retrieve current weather from openweathermap.org
  3. advises the customer of weather status, description and temperature.

To help understand customer intention, Scripter contains a Text Processing Library, including a Natural Language Processing (NLP) engine.

Read more about Natural Language Processing (NLP) for Bots.

An example of a simple Weather Bot script

A simple Weather Bot script

Integrating external bot and conversational AI services

Scripter users are not limited to what the tool itself provides. To take the customer conversation as far as it can go without involving an agent, Scripter allows easy integration with external bot and conversational AI engines.

In this case, Scripter acts as an intermediary for all text communication between the customer and the external service, for example:

1. customer sends text

2. Scripter passes customer text to the external service for processing

3. the service may respond in a variety of ways, e.g.

  • with a response to pass to the customer
  • with an instruction to Scripter to pass the text communication to a live agent, for instance because the customer requested it, or because the service interprets that otherwise the customer may sign off.

When a session is transferred from a bot or live agent to another live agent, all session history is also made available, removing the need to re-establish who the customer is.

See also this example use case.

Watch Sytel’s Pre-Sales Manager, Patrick Bosworth, talk about using SCC’s automated services and how to integrate with 3rd party applications.

What We Offer

Sytel Limited develops and supplies Softdial Contact Center® (SCC), offering multimedia, multichannel, fully blended cloud contact center solutions, for quick and easy deployment by partners offering CCaaS or enterprise users. All Sytel cloud components are secure, resilient and scale seamlessly from 10 agents to 10,000+, whether local, mobile or remote.

  • Flexible Contact Center Platform

    Softdial Contact Center™ – tightly integrated modules, designed to deliver at scale

  • Contact Center as a Service (CCaaS)

    Partners can run a functionally rich and flexible contact center stack in the cloud

  • Blended Media Desktop

    Fully customisable, multi-channel, multi-session workspace

  • Work Anywhere

    Browser-based tools, no software installation required

  • Cloud Or On-Premise, Multi-Tenant

    Scalable, resilient, secure, proven

  • Customise, Localise, White Label

    Design all user interfaces to individual requirements

  • Integration Via APIs

    ‘Swap out’ components and integrate with 3rd party apps

  • World Class Development

    Continuous evolution pushing technical boundaries

Capabilities

Softdial Contact Center™ (SCC) is designed to be flexible, extensible and scalable, integrating with any legacy equipment, and meeting the most complex of requirements.

  • All Media Types

    Voice, chat, email, social, etc – fully integrated and blended

  • Agent Multi-Tasking

    Work with multiple live contact sessions of any media type

  • Dynamic Media Blending

    Automated, ‘best available’ decisions to blend and balance work load across all media types

  • Predictive Dialing

    Best-of-breed performance under compliance

  • Optimised Inbound Routing

    Smart rules and ‘best-available’ decisions to drive great customer service

  • Agent Scripts

    Help agents achieve and maintain excellence

  • Voice and Screen Recording

    See and hear exactly how agents are interacting

  • Analytics and Data Feeds

    Measure and evaluate performance at every level

  • IVR, Bots & Conversational AI

    Design effective automated flows or integrate with 3rd party providers

  • Customer Journey Tracking

    Stored customer contact history, to aid routing and add context to conversations

Modules

A complete suite of tools, with unique flexibility to extend and swap out modules to deliver a tailored contact center solution for any environment

  • Softdial One™

    Highly flexible unified web UI for agents, supervisors and administrators

  • Softdial Scripter™

    Create complex process flow scripts for agents, IVR, chatbots and other applications

  • Sytel AI Dialer™

    Best-of-breed predictive dialing under any compliance rules

  • Softdial Pathfinder™

    Precise routing rules for ‘best available’ connection

  • Softdial Media Server™

    Core telephony functions to manage all inbound/ outbound SIP calls

  • Softdial Reporter™ 5

    Fully customisable performance stats, charts and reports, across all channels

  • Softdial Publisher™

    Comprehensive data output to build your own reports

  • Softdial Recording Monitor™

    Audio and screen recording of agent activity to ensure the highest standards

  • Softdial Campaign Manager™

    Comprehensive configuration and control for outbound campaigns

  • Softdial Repository™

    Central storage and configuration of common resources

  • Sytel Global Compliance™

    Flexible ‘no contact’ rules to protect contact center and consumer

Markets

Performance and efficiency for a wide range of business applications

  • Customer Service

    Connect quickly to well equipped agents

  • Sales & Telemarketing

    Maximise agent productivity with best-of-breed predictive dialing

  • Healthcare

    Secure, highly-configurable multichannel communications for excellence in patient care

  • Market Research

    Best-of-breed predictive dialing with CATI integration

  • Collections

    Automated inbound/ outbound blending integrated with any debt management app