IVR Deflection

Transferring a customer call from an Interactive Voice Response (IVR) phone system to an automated chat flow in WhatsApp.

Introduction

The IVR Deflection process deflects calls from the client's interactive voice response (IVR) system to WhatsApp so end users can continue their conversation on messaging.

In a call with the customer's official number, the end-user can select from the options menu to continue their conversation through WhatsApp.

The user then receives a WhatsApp message from a virtual agent immediately, rather than waiting for a live phone agent.

Example

A company receives a call from its customers and answers; at the end of the call, the customer request is resolved. The company would like their customer to take a satisfaction survey (Customer Satisfaction or CSAT) to understand if they were happy with their service. Rather than having the live phone agent give the survey over the phone, the company prefers to transfer their customer to a survey on WhatsApp, using Yalo, to collect the response data and add it to their CSAT Analytics.


IVR Deflection example
click to enlargeIVR Deflection example
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IVR Deflection example
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Actors

  • Client IVR system
  • Client's agent
  • Yalo Platform
  • WhatsApp User

Requirements

  • The client's IVR system must have an exposed API endpoint to make calls to the Yalo Notifications API.
  • The IVR API must be able to deliver token-authenticated calls in JSON. Yalo APIs, including the Notifications API, are REST APIs.
  • The company needs to be able to make changes to their IVR menu

User Flow

  1. The customer calls the client's main telephone number.
  2. The IVR Menu gives the customer an option to continue with a WhatsApp conversation.
  3. If the customer selects this option, the IVR makes an API call to the Yalo API and sends the customer's cell phone number as a parameter.
  4. If the IVR receives a failed response, it must notify the customer that it could not redirect and that you must write a new WhatsApp number.
  5. If the response is successful, the IVR ends the call, and the Yalo API sends a message to the company's customer on WhatsApp
  6. The customer continues the conversation on WhatsApp

Additional Relevant Functions

  • The notification can be programmed to start on a specific flow. See Triggers.

  • Yalo Studio Analytics section shows the sent notifications related to the IVR

Dependencies and Technical Requirements

Yalo

Yalo must prepare and deliver a REST API template and service to be consumed by the IVR. Here's the documentation: Webhook Starter.

IVR Provider

  • The IVR must be able to connect to the Yalo service.
  • The Yalo service is a REST API, expects requests formatted as JSON, and requires authentication, via a JWT token using the "Bearer Token Method."

Outcomes

  • If the IVR receives a failed response (error 400) from the Yalo API, the IVR must notify the customer that they cannot locate the WhatsApp number indicated and need to provide a valid WhatsApp number.

  • When the Yalo API request is successful (error 201), the IVR ends the call, and the Yalo API sends a message to the customer on WhatsApp. At this point, the company's customer continues their conversation through WhatsApp.


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