Tuning an IVR has the same goal as tuning a piano or muscle car engine…it’s to make it sound better and run smoothly. But first, why should you bother tuning in the first place?
Why bother tuning your IVR?
The Three Steps to Tuning an IVR
A successful IVR tuning program will regularly tune an IVR application, the frequency of which depends on the volume, complexity and number of errors and failures in the IVR. Tuning isn’t adding net new functionality, or new call flows, web services, these are enhancements; tuning is fixing issues with your current IVR application.
Here are the three steps to tuning:
- Review drop out spots in the IVR application
- Review areas where callers’ utterances has a low rate of recognition
- Review web service responses that suggest no data response returned, web service errors
- Determine high latency in application web service response
- Compile observations in to a tuning report
- Correct prompts to clarify to callers what they need to do
- Correct grammars and utterances to accommodate new terms, dialects to improve recognition
- Adjust application flows to improve the customer journey
- Adjust application sensitivities to improve
Learn more about VT.Team’s
test and tune product – phi
- Implement the changes
- Test in a sandbox/dev environment
- Migrate to Production
- Monitor and evaluate
- Use our IVR monitoring tool phi to detect issues in real-time.
This process continues again, probably no more than quarterly for most IVR applications, and most commonly every 6 or 12 months.
Chris has been working in UC/CX for 20 years. He’s passionate about project excellence but also believes a project is only worth doing if you have fun doing it.