Interactive Voice Response (IVR) is a technology that allows people to interact with computer-operated phone systems using voice and keypad buttons on the handset.

Zammo enables seamless integration with your existing IVR system(s) while providing a dedicated phone number for your published chatbot. You have two flexible options:

1. Customers can call the Zammo-provisioned phone number to access your content.
2. If you prefer to keep your existing customer phone number, you can continue using it. Simply have your IT team forward calls to the Zammo-provisioned number, ensuring a smooth transition to Zammo.ai content.

Zammo’s speech to text, data enrichments, language model, and customizations can be applied to incoming and outgoing audio, thereby helping you create highly customizable solutions that run over telephony and IVR channels.

The diagram below illustrates how an end user calls the contact center and seamlessly connects with your Zammo voice chatbot for both informational conversations and transactional workflows. At any point, the user can be transferred back to the contact center queue to speak with a live agent. Additionally, call insights gathered through the analytics help you continuously refine and enhance the chatbot experience.

Typical Workflow using your Existing IVR/Telephony System

By leveraging call routing within your existing system, you can manage how and when users interact with your Zammo voice chatbot. Here are some flexible call routing options to consider:

• Direct all calls to the chatbot for initial handling, with the option to escalate to a live agent if needed.
• Automatically route calls to the chatbot outside of business hours (after 6 PM).
• Divert 10% of calls to the chatbot to help reduce call center volume.

FAQ:

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