Building an IVR

FreeClimb’s Interactive Voice Response (IVR) feature allows for automated interactions between FreeClimb and the caller where the caller responds with voice and keypad inputs.

Unlike many other FreeClimb features, the IVR feature relies heavily on the Performance Command Language (PerCL). PerCL is used to define a set of JSON-formatted instructions that express telephony actions. These actions should be performed in response to an event on FreeClimb, and the instructions are sent via HTTP responses.

There are currently no API endpoints that control IVR-related functionality. IVR features may be used, however, in conjunction with calls or other telephonic actions initiated or managed via the FreeClimb API.

Use Cases

Some of the ways that you can use the Interactive Voice Response (IVR) feature include:

  • Allowing the user to pay a bill or receive an account balance after they’ve verified their identity by providing the last four digits of their account number
  • Providing users with information they request such as store location, hours or directions. You can prompt them to select from a predetermined list of options, via keyboard inputs or verbally, that include things like store location and hours

In each case, FreeClimb presents the user with an opportunity to provide their input. When FreeClimb receives and parses the input, it sends the response to the application and can then act as requested by the application.

Collecting User Input

When working with the Interactive Voice Response (IVR) features, there are two ways to collect input from the user:

  • Verbal responses
  • Manual entry using the keypad (also known as digit collection)

You can choose to accept either option or both.

Note that voice IVR is not possible while a call is in conference, however, DTMF IVR is possible via the call control functionality.

Grammars

If you’re using FreeClimb to parse verbal responses, you can specify the grammar FreeClimb should use. A grammar tells FreeClimb’s speech recognizer what to listen for and what information to return to the application when it recognizes speech. FreeClimb comes with a set of built-in grammars, but you can use your own as well.

Alternatively, FreeClimb integrates well with third-party speech recognition tools, such as Google Cloud’s Speech-to-Text. When FreeClimb receives the text that Google (or the tool of your choice) has created, it can proceed with the subsequent actions you have requested.

Updated about a month ago

Building an IVR


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