Plum Voice offers professional services to design the Voice User Interface (VUI) of IVR applications that are programmed and deployed on the Plum platform. A well designed VUI includes the development of a call flow that will let callers easily navigate a set of automated menu options in order to retrieve or provide information over the phone in a fully automated manner. Good VUI design minimizes caller frustration, lowers opt out rates, and improves call center efficiencies.
The VUI design process starts by identifying a company’s most frequent phone call, documenting the interactions that take place between the call and the IVR (or even the interactions between a caller and an agent), and understanding what data needs to be collected and presented to the caller. Once this information is ascertained, Plum’s VUI design team can create a call flow specification using IVR design principles and best practices used to improve caller satisfaction.
Plum’s professional services team has developed thousands of applications and designed tens of thousands of VUIs for developers, enterprises and small and medium size businesses. Plum’s team can work with a company at any stage of the development process to enhance a caller user interface.
Plum’s VUI and IVR design specification services include:
- Development of call flow and technical specifications that diagram caller interaction and data flow.
- Development of automatic speech recognition grammars based on required user input.
- Creation of data API specifications that detail how information will flow from the caller to a database.
- Development of instructional prompts as well as SSML tag modifications to insure information rendered from text to speech is pronounced properly.