Understanding an IVR flow can be challenging, especially when it contains multiple nodes, decision branches, routing paths, and integrations. Traditionally, users had to inspect individual nodes and manually trace the flow to understand its purpose and behaviour.

The Generate IVR Summary feature uses Sprinklr AI to automatically generate a plain-language summary of an IVR flow. Instead of reviewing every node, users can quickly understand the IVR's business purpose, customer journey, key decision points, routing logic, and possible outcomes through a concise, business-friendly explanation.

To create the summary, Sprinklr AI analyses various aspects of the IVR, including:

• Flow structure
• Node configurations
• Decision logic and routing paths
• Entity information
• Customer interaction flows
• Final outcomes

The feature is particularly beneficial for administrators, implementation consultants, and support teams because it helps them:

• Understand complex IVR configurations faster
• Troubleshoot routing and decision points more efficiently
• Share knowledge with stakeholders through easily consumable summaries
• Accelerate onboarding for new team members
• Keep documentation current by regenerating summaries whenever the IVR changes

The generated summary is intended to help users quickly understand an IVR flow and should be used as a reference when reviewing IVR configurations.

Generating an IVR Summary

Perform the following steps to generate the IVR summary using an Sprinklr AI.

• Click the New Tab icon. Under the Sprinklr Service tab, select Voice IVR within Voice.

• List of all IVRs that are created are displayed. You can search, view, edit, or create a new IVR from this page.

• Navigate to the IVR you want to review.

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• Hover over the Options menu and click Edit.

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• Click Generate IVR Summary on the upper-right corner of the IVR canvas.

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Review the AI Summary.

1. Sprinklr AI analyzes the IVR configuration and generates a summary in the side panel.

   The summary explains:

   1. The overall purpose of the IVR.

   2. What the customer experiences.

   3. Key routing and decision points.

   4. Important branching logic.

   5. Final outcomes available within the flow.

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2. Sprinklr AI also does grouping of nodes.

   Helps users quickly understand the structure of large IVR flows by:

   • Identifying nodes that belong to the same business function.

   • Grouping related nodes such as authentication, language selection, payment processing, complaint routing, or agent assignment.

   • Applying meaningful business-level labels to each group.

   • Visually organizing related nodes on the IVR canvas.

   • Simplifying navigation and troubleshooting of complex IVRs.

   • Supporting both existing and newly created IVR flows.

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Creating an IVR summary using Sprinklr AI

Sprinklr AI reviews the IVR configuration and interprets key elements such as flow sequences, routing behaviour, decision points, and related settings to produce a clear, easy-to-understand business summary.

To build the summary, Sprinklr AI may evaluate:

• Overall call flow design and progression.

• Configuration details of individual nodes.

• Associated entities and their relationships.

• Queue assignment and routing rules.

• Customer journey and interaction scenarios.

• Expected outcomes at different stages of the flow.

The generated overview is designed to provide a quick understanding of how the IVR operates. It serves as a helpful reference when analysing, validating, or maintaining IVR configurations.