Sprinklr IVR provides us the ability to take inputs from the customer and cater to their queries when they reach out to brands on voice as a medium. In this article we will learn about how to set Automatic Callback in IVR on Critical Legs / Paths.

Business Use Case

1. Callback feature for customers who couldn't connect to an agent: The brand wants to implement a callback feature for customers who have requested to connect to an agent but couldn't due to high wait time and were dropped in the queue. This feature will allow the brand to schedule a callback at a time that is convenient for the customer, ensuring that the customer's issue is addressed without having to wait in the queue again. 

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2. Outbound calls to customers interested in certain DTMF options: The brand wants to trigger outbound calls to customers who have shown interest in certain DTMF options related to sales. By proactively reaching out to these customers, the brand hopes to close sales by connecting with customers who have shown interest in the IVR. This will help the brand to increase sales and improve the overall customer experience.

Solution

1. Brand can start a transaction in IVR once the DTMF option for agent is selected and end that transaction on the complete path of the Assign Agent node. Once this is done, Users can create one Journey Facilitator flow and attach it with the IVR workflow. In the JF workflow, Users can use schedule callback nodes to create a callback for the caller and put a check prior if the call has an incomplete transaction or not.

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2. Brand can start a transaction where Sales intent is offered in DTMF and end the transaction where query ends. Linking Journey Facilitator with IVR workflow with a check if the following marked transaction is incomplete will trigger the Schedule callback node configured in JF workflow.

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Configurational Steps

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1. User needs to add the list of transactions that are to be marked in the IVR workflow by navigating to Moder Care -> Custom Fields. List is added through a  System Custom Field “Process Leg”. Users can edit the existing CF and add the additional values.

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2. After addition to the list, those values will start appearing in the IVR flow in the transaction list. Nodes in IVR have green and red dots when User hovers over these nodes. To enable / disable a transaction, the user needs to click on green / red circle and select a transaction to be marked from list added from picklist offered.

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3. Once transactions are marked in IVR Workflow, then we need to connect a Journey facilitator workflow with IVR. To achieve this, navigate to IVR flow manager and hover on 3 dots next to IVR and select edit settings. Select the relevant JF workflow that needs to be connected with IVR workflow in Disconnect Journey picklist.

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Configure JF for Automatic callback

1. Navigate to Moder Care -> Journey facilitator from launchpad and click on Create Journey option in top right corner.

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2. First add a decision box to check if relevant transactions were marked in IVR. For this, use a custom field check node and make a decision of “Process leg” CF if relevant values are assigned in that CF or not.

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3. End the path if required value is not present in CF. If value is there then the user can use the Schedule Callback node to set a Callback (Config is similar to schedule callback node in IVR).

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4. To check the status of Callback, that is if the callback was successful, we need to put a decision box with a custom field check node and use variable “Voice_Status” and if this variable is set to Completed then it implies callback was successful and we can end the JF path. If the callback was not successful, then we can implement the retry strategy requested by the brand.

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Reporting

Reports showing scheduled / automatic Callbacks are similar to callbacks created for Callbacks created by Agents.