Sam Danby’s Post

Transcript

Welcome to another insightful episode of the Voice Academy. This will be a series in which I will call Voice Academy, and today we're going to start by looking at technologies in the contact center, particularly voice bots. These systems are normally single model, primarily auditory and voice focus. In this episode we're going to explore Barging Barging feature. This allow users to interrupt a voice bot while it's speaking. Though all voice bots typically have this capability, their effectiveness can vary significantly. Bargaining enables dynamic and efficient interactions, but it's crucial to understand when to use Bargen and how to use it effectively. There's different types of bargaining capabilities. We could have a noise triggered barge in so that if we hear anything at all, it can barge in. Typically disruptive and not that helpful. You may have experienced when a car goes by barges into the voice bot are normally a little bit frustrating. We can have spoken word bargaining, so this could be particular accuracy of transcription returned means that we'll barge in if we think that it's transcribed correctly. Sound level bargaining means we only barge in if it's a particular volume or sound is high enough for it to trigger this. So that basically means only allowed cargo invite will actually barge in. And then smart barging, which would typically be specific words or trigger phasers which are designed or chosen to barge in only if they are set. This kind of focus on being able to have really good interactions and allow barge in and smart barging makes it more contextually sensitive. You can set barging generally on a global level where this applies to all interactions and across the board for your voice bot, or on a micro level which is tailored for specific parts of the conversation. This helps when specific users might need to interrupt during let's say informal exchanges where we want to allow for general bargaining and asking. Questions, but also preventing interruption from bargaining. Drawing critical information such as disclaimers or confirmations. For new projects I often recommend. Disabling barging to help users first time callers start to learn about the voice box functionality without any distractions. This can prevent a really poor first experience and then typically people won't return or call again. That's not great. And as users become more familiar with the voice part, you can gradually induce and introduce more barging features. For example, start to implement yes or no for simple confirmations, drawing a confirmation flow. Users often know if they want to continue or they want to confirm, and then this preemptively replies while the voice box is talking and you can continue. Each setting typically serves its own purpose, whether it's applied globally, micro levels, or smart virgin. It's crucial to tailor these settings to the specific use cases and the companies needs experimenting with these during implementation. Testing the configurations is very important when implementing a voice application. To ensure that the users experience will be equally as good regardless of which barging features or which conversation flows they trigger. Here's an example of. A call with Bargen. Welcome to Boost Bank. How can I help you? Yeah. Can you help me with my travel insurance? I can help you with I want to barge in. Can I barge in? Can I barge in please? OK, I'll purchase it or anything else really great to hear. We'll add this. OK, so in that case, I couldn't barge in until I said I would actually purchase the insurance. Comical example, but it shows you the purpose of smart barging and only allowing people to barge in when it's actually relevant and valuable for both of them and your organization. Feel free to share your findings, your insights. Thank you so much for joining and stay tuned For more information and episodes of My Voice Academy.