How to Setup IVRs, Chatbots and Knowledge Bases with CCaaS

The article explains how IVRs, chatbots, and knowledge bases improve customer experience when set up properly in a CCaaS platform.
It provides tips for optimizing each tool like planning intuitive IVR menus, designing chatbots with AI, and structuring easily searchable knowledge bases.
The article shares best practices for continuous improvement based on analytics around IVR, chatbot, and knowledge base usage.
Don’t miss out on this valuable guide for implementing self-service tools in your contact center! Be sure to check out the full article for more details and expert advice.

Empower Customers with Self-Service Options in Your CCaaS Platform

In today’s digital world, customers expect instant and convenient service. Self-service options like IVRs, chatbots, and knowledge bases allow customers to find answers to their questions anytime, anywhere. For businesses, self-service frees up agents to handle complex issues while reducing costs.

Configuring self-service tools properly in your CCaaS (Contact Center as a Service) platform is crucial to deliver exceptional experiences. This guide covers best practices to set up and optimize IVRs, chatbots, and knowledge bases in your CCaaS solution.

Customer service is a key factor in building trust and loyalty with your customers. However, providing high-quality customer service can be challenging, especially when you have to deal with high volumes of calls, emails, chats, and social media messages. How can you ensure that your customers get the answers they need quickly and efficiently, without compromising on the quality of your service?

One solution is to use a cloud contact center as a service (CCaaS) platform that allows you to set up interactive voice response (IVR), chatbot, and knowledge base systems. These systems can help you offer self-service options for your customers, so they can find the information they need without having to wait for an agent. At the same time, they can also help you improve your agents’ productivity, by reducing the number of repetitive and low-value inquiries they have to handle.

In this article, we will explain what IVRs, chatbots, and knowledge bases are, and how they can benefit your customer service. We will also show you how to set up these systems with CCaaS, using best practices and examples. By the end of this article, you will be able to create self-service options for your customers that are easy to use, effective, and engaging.

Empower Customers with Self-Service Options in Your CCaaS Platform

What are IVRs, Chatbots, and Knowledge Bases?

IVR: An IVR is a system that uses voice recognition or touch-tone input to interact with callers. It can provide callers with pre-recorded messages, menu options, or transfer them to an agent. An IVR can be used for various purposes, such as providing information, collecting feedback, verifying identity, routing calls, or processing payments.

Chatbot: A chatbot is a system that uses natural language processing (NLP) and artificial intelligence (AI) to converse with users via text or voice. It can provide users with answers, suggestions, or actions based on their queries or intents. A chatbot can be used for various purposes, such as providing information, collecting feedback, booking appointments, placing orders, or resolving issues.

Knowledge base: A knowledge base is a system that stores and organizes information related to your products, services, policies, or procedures. It can provide users with articles, FAQs, guides, videos, or other resources that answer their questions or solve their problems. A knowledge base can be used for various purposes, such as providing information, educating users, improving SEO, or reducing support tickets.

Why Use IVRs, Chatbots, and Knowledge Bases for Customer Service?

Using IVRs, chatbots, and knowledge bases for customer service can have many benefits for both your customers and your agents. Here are some of the main advantages of using these systems:

Improve customer satisfaction: By providing self-service options for your customers, you can improve their satisfaction by reducing their waiting time, giving them more control over their interactions, and offering them personalized and relevant solutions.
Increase customer loyalty: By providing self-service options for your customers, you can increase their loyalty by showing them that you care about their needs, preferences, and feedback. You can also create positive brand associations by delivering consistent and high-quality service across different channels.
Reduce operational costs: By providing self-service options for your customers, you can reduce your operational costs by decreasing the number of calls or chats that your agents have to handle. You can also save money on infrastructure and maintenance by using a cloud-based platform that scales with your needs.
Enhance agent productivity: By providing self-service options for your customers, you can enhance your agents’ productivity by freeing them from repetitive and low-value tasks. You can also empower them with tools and insights that help them handle complex or escalated cases more effectively.

Design an Intuitive IVR System

Interactive Voice Response (IVR) systems allow customers to navigate menus and self-serve via phone. Follow these tips to create an effective IVR:

Use natural language and conversation flow. Avoid monotonous robotic voices and complex menu options. Craft natural scripts thatprogress smoothly.
Keep options concise. Limit menu choices to 4-6 options. Overly complex menus frustrate customers.
Include a speak-to-agent option. Customers should be able to connect to an agent at any time in case they need additional help.
Set up context-aware transfers. Identify frequent requests and transfer customers directly to the right department.
Test extensively before launch. Thoroughly test IVR menus to identify any confusion points or errors. Refine as needed.

How to Set Up IVRs with CCaaS

Setting up an IVR with CCaaS is a process that involves designing the call flow, recording the prompts or messages, configuring the menu options or actions, and testing the system. Here are some steps to follow when setting up an IVR with CCaaS:

Step 1: Design the Call Flow

The call flow is the sequence of steps that a caller goes through when interacting with your IVR. It should be clear, simple, and logical, and it should match the caller’s expectations and goals. To design a good call flow, you should consider the following factors:

The purpose of your IVR: What are the main reasons why people call your business? What are the most common questions or requests that they have? What are the outcomes that you want to achieve with your IVR?
The profile of your callers: Who are your callers? What are their demographics, preferences, and behaviors? How familiar are they with your business or your IVR? How comfortable are they with using voice or touch-tone input?
The structure of your IVR: How many levels or branches does your IVR have? How many options or actions does each level or branch offer? How do you group or categorize your options or actions? How do you navigate between different levels or branches?
The length of your IVR: How long does it take for a caller to complete their interaction with your IVR? How many steps or inputs do they have to provide? How do you avoid making your IVR too long or too short?

Based on these factors, you should create a flowchart or a diagram that illustrates the call flow of your IVR. You should also write a script that specifies the content and tone of each prompt or message that your IVR will play.

Step 2: Record the Prompts or Messages

The prompts or messages are the audio files that your IVR will play to communicate with your callers. They should be clear, concise, and courteous, and they should match the content and tone of your script. To record the prompts or messages, you can use one of the following methods:

Use a professional voice actor: This is the most expensive but also the most effective method. A professional voice actor can provide high-quality recordings that sound natural, engaging, and consistent. You can hire a voice actor through an online platform or an agency, and provide them with your script and instructions.
Use a text-to-speech (TTS) service: This is a cheaper but also less reliable method. A TTS service can convert your text into speech using a synthetic voice. You can use a cloud-based service or a software application, and customize the voice, language, and speed of the speech. However, the quality and accuracy of the speech may vary depending on the service or the software.
Use your own voice: This is the cheapest but also the least professional method. You can record your own voice using a microphone and an audio editing software. You can follow your script and adjust the volume, pitch, and tone of your voice. However, this method may not sound as natural, engaging, or consistent as the other methods.

Once you have recorded the prompts or messages, you should save them as audio files in a format that is compatible with your CCaaS platform.

Step 3: Configure the Menu Options or Actions

The menu options or actions are the choices or functions that your IVR will offer to your callers. They should be relevant, useful, and easy to understand, and they should match the structure and purpose of your call flow. To configure the menu options or actions, you should use the tools and features that your CCaaS platform provides. Some of the common tools and features are:

DTMF (dual-tone multi-frequency) input: This allows your callers to use their phone keypad to enter numbers or letters that correspond to different options or actions. For example, press 1 for sales, press 2 for support, press 3 for billing, etc.
Speech recognition input: This allows your callers to use their voice to say words or phrases that correspond to different options or actions. For example, say sales for sales, say support for support, say billing for billing, etc.
Call routing: This allows you to transfer your callers to different destinations based on their input or other criteria. For example, transfer to an agent in a specific queue, transfer to an external number, transfer to a voicemail, etc.
Data collection: This allows you to collect information from your callers such as their name, phone number, account number, feedback, etc. You can store this information in a database, use it for verification, or use it for personalization.
Data integration: This allows you to connect your IVR with other systems such as CRM, ERP, or API. You can use this integration to access, update, or display data from these systems in your IVR. For example, you can check the status of an order, confirm a payment, or provide a tracking number.

Step 4: Test the System

Testing the system is an essential step to ensure that your IVR works as intended and meets your expectations and goals. You should test the system from different perspectives and scenarios, such as:

Functionality: Does your IVR perform all the functions that it is supposed to do? Does it handle all the possible inputs and outputs correctly? Does it handle errors and exceptions gracefully?
Usability: Is your IVR easy to use for your callers? Does it provide clear and helpful instructions and feedback? Does it offer enough options and flexibility? Does it avoid unnecessary steps and delays?
Performance: Is your IVR fast and reliable? Does it respond quickly and accurately to user input? Does it handle high volumes of calls without crashing or slowing down?
Quality: Is your IVR consistent and professional? In terms of content and tone? Does it match your brand identity and voice? Does it use correct grammar and pronunciation?

To test the system, you can use different methods such as:

Manual testing: This involves calling your IVR yourself or asking other people to call it and provide feedback. You can use different devices, numbers, and scenarios to test different aspects of your IVR.
Automated testing: This involves using a software tool or a service that can simulate calls to your IVR and generate reports on its functionality, usability, performance, and quality. You can use different parameters, inputs, and outputs to test different aspects of your IVR.
A/B testing: This involves creating two or more versions of your IVR with different features or variations, and comparing their results in terms of key metrics such as conversion rate, customer satisfaction, or call duration. You can use a random or a targeted sample of callers to test different versions of your IVR.

Build an Intelligent Chatbot

AI-powered chatbots provide instant responses to common customer queries. Here are some best practices for chatbot success:

Define the chatbot’s purpose. Is it for lead gen, customer service, or something else? Establish clear goals.
Build from real customer conversations. Analyze live chats and calls to identify FAQs to program.
Use natural language processing (NLP). NLP allows the chatbot to understand open-ended questions.
Create conversation branches. Guide users based on their questions using branches and follow-up questions.
Add human takeover. If the chatbot cannot answer a query, seamlessly transition the user to a live agent.
Continuously improve with logs. Use chat logs to identify gaps and expand the knowledge base.

How to Set Up Chatbots with CCaaS

Setting up a chatbot with CCaaS is a process that involves designing the conversation flow, creating the intents and entities, building the dialogues or responses, and testing the system. Here are some steps to follow when setting up a chatbot with CCaaS:

Step 1: Design the Conversation Flow

The conversation flow is the sequence of steps that a user goes through when interacting with your chatbot. It should be natural, engaging, and goal-oriented, and it should match the user’s expectations and intents. To design a good conversation flow, you should consider the following factors:

The purpose of your chatbot: What are the main reasons why people use your chatbot? What are the most common questions or requests that they have? What are the outcomes that you want to achieve with your chatbot?
The profile of your users: Who are your users? What are their demographics, preferences, and behaviors? How familiar are they with your business or your chatbot? How comfortable are they with using text or voice input?
The structure of your chatbot: How many levels or branches does your chatbot have? How many intents or entities does each level or branch handle? How do you group or categorize your intents or entities? How do you navigate between different levels or branches?
The length of your chatbot: How long does it take for a user to complete their interaction with your chatbot? How many messages or inputs do they have to exchange? How do you avoid making your chatbot too long or too short?

Based on these factors, you should create a flowchart or a diagram that illustrates the conversation flow of your chatbot. You should also write a script that specifies the content and tone of each message or response that your chatbot will send.

Step 2: Create the Intents and Entities

The intents and entities are the components that define the meaning and context of the user’s input. They help your chatbot understand what the user wants and how to respond accordingly. To create the intents and entities, you should use the tools and features that your CCaaS platform provides. Some of the common tools and features are:

Intent: An intent is a label that represents the user’s goal or purpose for using your chatbot. For example, book_flight, check_status, cancel_order, etc. You should create one or more intents for each level or branch of your chatbot, and provide examples of user utterances that match each intent.
Entity: An entity is a label that represents a specific piece of information that is relevant to an intent. For example, destination, date, number, email, etc. You should create one or more entities for each intent that requires additional information from the user, and provide examples of values that match each entity.
NLP (natural language processing): This is a technique that uses AI to analyze and extract meaning from natural language input. You can use NLP to automatically identify intents and entities from user utterances, and to generate responses based on them.
ML (machine learning): This is a technique that uses AI to learn from data and improve over time. You can use ML to train your chatbot to recognize new intents and entities from user feedback, and to optimize your chatbot’s performance based on metrics such as accuracy, confidence, or satisfaction.

Step 3: Build the Dialogues or Responses

The dialogues or responses are the messages that your chatbot will send to communicate with your users. They should be relevant, useful, and engaging, and they should match the content and tone of your script. To build the dialogues or responses, you should use the tools and features that your CCaaS platform provides. Some of the common tools and features are:

Text output: This allows you to send text messages to your users based on their input or other criteria. For example, you can send a greeting message, a confirmation message, a follow-up message, etc. You can use variables, placeholders, or expressions to personalize or customize your messages.
Voice output: This allows you to send voice messages to your users based on their input or other criteria. For example, you can send a greeting message, a confirmation message, a follow-up message, etc. You can use a TTS service or a voice actor to generate the voice output.
Rich output: This allows you to send rich media or interactive elements to your users based on their input or other criteria. For example, you can send an image, a video, a link, a button, a carousel, a form, etc. You can use HTML, CSS, or JavaScript to create the rich output.
Data collection: This allows you to collect information from your users such as their name, phone number, email address, feedback, etc. You can store this information in a database, use it for verification, or use it for personalization.
Data integration: This allows you to connect your chatbot with other systems such as CRM, ERP, or API. You can use this integration to access, update, or display data from these systems in your chatbot. For example, you can check the availability of a flight, confirm a reservation, or provide a confirmation number.

Step 4: Test the System

Testing the system is an essential step to ensure that your chatbot works as intended and meets your expectations and goals. You should test the system from different perspectives and scenarios, such as:

Functionality: Does your chatbot perform all the functions that it is supposed to do? Does it handle all the possible inputs and outputs correctly? Does it handle errors and exceptions gracefully?
Usability: Is your chatbot easy to use for your users? Does it provide clear and helpful instructions and feedback? Does it offer enough options and flexibility? Does it avoid unnecessary steps and delays?
Performance: Is your chatbot fast and reliable? Does it respond quickly and accurately to user input? Does it handle high volumes of users without crashing or slowing down?
Quality: Is your chatbot consistent and professional in terms of content and tone? Does it match your brand identity and voice? Does it use correct grammar and spelling?

To test the system, you can use different methods such as:

Manual testing: This involves using your chatbot yourself or asking other people to use it and provide feedback. You can use different devices, channels, and scenarios to test different aspects of your chatbot.
Automated testing: This involves using a software tool or a service that can simulate users interacting with your chatbot and generate reports on its functionality, usability, performance, and quality. You can use different parameters, inputs, and outputs to test different aspects of your chatbot.
A/B testing: This involves creating two or more versions of your chatbot with different features or variations, and comparing their results in terms of key metrics such as conversion rate, customer satisfaction, or user retention. You can use a random or a targeted sample of users to test different versions of your chatbot.

Curate a Robust Knowledge Base

Knowledge bases with articles, guides and FAQs help customers self-serve 24/7. Here are some tips for an effective knowledge base:

Organize topically, not departmentally. Structure content based on customer needs rather than internal divisions.
Write conversational content. Use natural language suited for customers rather than technical jargon.
Integrate with support channels. Link relevant articles within live chats, emails and IVRs.
Make search intelligent. Optimize article SEO and include synonyms so search finds the right results.
Curate and prune regularly. Add new content and retire outdated information to keep the knowledge base relevant.

How to Set Up Knowledge Bases with CCaaS

Setting up a knowledge base with CCaaS is a process that involves creating the content, organizing the structure, optimizing the search, and testing the system. Here are some steps to follow when setting up a knowledge base with CCaaS:

Step 1: Create the Content

The content is the information that you provide in your knowledge base to answer your users’ questions or solve their problems. It should be accurate, relevant, and helpful, and it should match the purpose and tone of your knowledge base. To create the content, you should consider the following factors:

The purpose of your knowledge base: What are the main reasons why people use your knowledge base? What are the most common questions or issues that they have? What are the outcomes that you want to achieve with your knowledge base?
The profile of your users: Who are your users? What are their demographics, preferences, and behaviors? How familiar are they with your products, services, policies, or procedures? How comfortable are they with reading or watching online content?
The format of your content: What type of content do you want to provide in your knowledge base? Do you want to use articles, FAQs, guides, videos, or other formats? How do you balance text, images, audio, or video in your content?
The quality of your content: How do you ensure that your content is accurate, relevant, and helpful? How do you research, write, edit, review, and update your content? How do you use sources, references, citations, or disclaimers in your content?

Based on these factors, you should create content that covers the topics that are most important for your users. You should also follow some best practices for creating good content, such as:

Use simple and clear language: Avoid using jargon, acronyms, or technical terms that your users may not understand. Use short and simple sentences and paragraphs. Use bullet points or numbered lists to organize your content. Use headings and subheadings to structure your content.

Use a consistent and professional tone: Match the tone of your content with the tone of your brand and your knowledge base. Use a formal or informal tone depending on your audience and purpose. Use a positive or negative tone depending on your message and goal. Use a friendly or authoritative tone depending on your relationship and trust with your users.
Use visual and interactive elements: Use images, videos, diagrams, charts, or other visual elements to illustrate or explain your content. Use links, buttons, forms, or other interactive elements to guide or engage your users. Use captions, alt text, transcripts, or other accessibility elements to make your content more inclusive and user-friendly.
Use SEO (search engine optimization) techniques: Use keywords, titles, meta descriptions, tags, or other SEO elements to make your content more visible and relevant for search engines. Use internal or external links to increase the authority and credibility of your content. Use analytics, feedback, or other SEO tools to measure and improve the performance of your content.

Step 2: Organize the Structure

The structure is the way that you organize and present your content in your knowledge base. It should be logical, intuitive, and easy to navigate, and it should match the structure and purpose of your knowledge base. To organize the structure, you should consider the following factors:

The purpose of your knowledge base: What are the main categories or topics that you want to cover in your knowledge base? How do you prioritize or rank them? How do you align them with your business goals or user needs?
The profile of your users: How do your users search for or access your content? Do they use keywords, phrases, questions, or commands? Do they use search engines, menus, filters, or suggestions? Do they use desktops, laptops, tablets, or smartphones?
The format of your content: How do you display your content in your knowledge base? Do you use articles, FAQs, guides, videos, or other formats? How do you group or separate them? How do you link or cross-reference them?
The quality of your content: How do you ensure that your content is accurate, relevant, and helpful? How do you update, review, archive, or delete your content? How do you handle duplicate, outdated, or conflicting content?

Based on these factors, you should create a structure that organizes your content into categories, subcategories, articles, FAQs, or other units. You should also create a navigation system that allows your users to find and access your content easily. You can use menus, breadcrumbs, filters, tags, or other navigation elements to create the navigation system.

Step 3: Optimize the Search
The search is the feature that allows your users to find the content that they are looking for in your knowledge base. It should be fast, accurate, and relevant, and it should match the search behavior and intent of your users. To optimize the search, you use the tools and features that your CCaaS platform provides. Some of the common tools and features are:

Search engine: This is the software or service that powers the search functionality of your knowledge base. It can use different algorithms or methods to index, rank, and retrieve your content based on user queries. You can use a cloud-based service or a software application, and customize the settings, parameters, or features of the search engine.
Search box: This is the interface or element that allows your users to enter their queries or keywords in your knowledge base. It can provide different options or functions to enhance the user experience. For example, you can use autocomplete, spell check, synonyms, or suggestions to help your users formulate their queries.
Search results: This is the interface or element that displays the content that matches your users’ queries or keywords in your knowledge base. It can provide different options or functions to enhance the user experience. For example, you can use snippets, images, ratings, or filters to help your users evaluate and select the content.
Search analytics: This is the tool or feature that collects and analyzes data related to the search behavior and performance of your knowledge base. It can provide different metrics or insights to help you improve your content and search. For example, you can use impressions, clicks, conversions, bounce rate, or satisfaction to measure and optimize your content and search.

Step 4: Test the System

Testing the system is an essential step to ensure that your knowledge base works as intended and meets your expectations and goals. You should test the system from different perspectives and scenarios, such as:

Functionality: Does your knowledge base provide all the content that it is supposed to provide? Does it handle all the possible queries and keywords correctly? Does it handle errors and exceptions gracefully?
Usability: Is your knowledge base easy to use for your users? Does it provide clear and helpful instructions and feedback? Does it offer enough options and flexibility? Does it avoid unnecessary steps and delays?
Performance: Is your knowledge base fast and reliable? Does it respond quickly and accurately to user queries? Does it handle high volumes of users without crashing or slowing down?
Quality: Is your knowledge base consistent and professional in terms of content and tone? Does it match your brand identity and voice? Does it use correct grammar and spelling?

To test the system, you can use different methods such as:

Manual testing: This involves using your knowledge base yourself or asking other people to use it and provide feedback. You can use different devices, channels, and scenarios to test different aspects of your knowledge base.
Automated testing: This involves using a software tool or a service that can simulate users accessing your knowledge base and generate reports on its functionality, usability, performance, and quality. You can use different parameters, queries, and keywords to test different aspects of your knowledge base.
A/B testing: This involves creating two or more versions of your knowledge base with different features or variations, and comparing their results in terms of key metrics such as conversion rate, customer satisfaction, or user retention. You can use a random or a targeted sample of users to test different versions of your knowledge base.

Conclusion

Well-designed self-service options are critical for delivering exceptional customer experiences while optimizing contact center costs. By following the best practices outlined above for IVRs, chatbots and knowledge bases, you can configure robust self-service in your CCaaS platform. Empower customers to independently find answers while freeing agents to focus on high-value interactions.

In this article, we have explained what IVRs, chatbots, and knowledge bases are, and how they can benefit your customer service. We have also shown you how to set up these systems with CCaaS, using best practices and examples.

By following these steps, you will be able to create self-service options for your customers that are easy to use, effective, and engaging.

We hope that this article has been helpful for you, and that you will be able to implement these systems with CCaaS successfully.

If you have any questions or feedback, please feel free to contact us.