Set up a Kustomer Voice assistant for IVR
Last Update: Nov 2024 • Est. Read Time: 2 MINReduce wait times by creating custom IVRs for Kustomer Voice to automate responses and direct calls to the correct team. With an IVR, you can also improve customer satisfaction by offering support in multiple languages and outside of regular business hours.
Who can access this feature? | |
User types | Admins can create an IVR. |
In this article
Create a voice assistant
- Go to Settings > Kustomer IQ > Customer Assist.
- Select Add Assistant > Create from scratch.
- Select Lite and Continue.
Note: You can only create an IVR for a Lite assistant.
- Select the Voice channel and then enter a name for the assistant.
- Decide if you want to turn on the inactive customer reminder.
By default, the new voice assistant plays a message when a customer calls and then transfers the call to an agent. You can edit the assistant using the available voice interactions.
Available interactions for Kustomer Voice assistants
When creating a conversation flow for Kustomer Voice, the following interactions are available. To learn more about interactions and the assistant, see this article.
Play Prompt
Play Prompt lets you set up a message your customers will hear. Use this interaction to send messages that do not require a customer response. You can convert the message to voice using Text-to-Speech or select Add voice recording to upload a media file with the message. You can upload .mp3 files that are up to 5MB in size.
Business schedule
Allow the conversational assistant to perform different actions based on your organization's business hours. For example, you can send a customer to voicemail if they call you outside those hours.
To create a new business schedule, see this article.
Collect customer input
Allows your customers to select an option from a list of menu items using their keypad. For example, you can set up this interaction to redirect customers to your returns department.
Note: If a customer makes a selection that is not a menu option, the call will be routed to the default queue.
Collect Language Preference
Ask your customers what language they want to interact with.
The following languages are supported:
Languages | |||
Dutch | French | Japanese | Portuguese (PT) |
English (CA) | French (CA) | Korean | Simplified Chinese |
English (UK) | German | Polish | Spanish |
English (US) | Italian | Portuguese (BR) | Spanish (Spain) |
Redirect to dialog
Redirects the customer to any dialog in your assistant.
Transfer to an agent
Transfer the call to an available agent from a team assigned to a queue set up to accept Kustomer Voice calls. If you don't specify a queue in this interaction, calls will be routed to a queue based on your queue rules. For example, if a call comes in for a VIP customer and you have a queue rule that routes all conversations from a VIP to a VIP team, it will get routed to that queue.
Send to voicemail
Automatically send the call to your voicemail.