04-26-2023 05:45 AM
We have an IVR that asks users to select 1 for New clients & 2 for existing. Invoca picks this selection up in the recording. Does anyone have thoughts on a way to attempt to group calls into new vs existing?
04-26-2023 11:50 AM
Hi There! When you say Invoca picks this selection up are you referring to picking it up through voice recognition? The other way is to just ask a question and allow the caller to input a keypress 1 for new clients, 2 for existing. If there is any data available to identify existing clients you could also check a condition within the IVR to say if existing client then take this action if no then take this action. I would recommend taking a look at our call treatment resources in the community and also marketing data resources.
04-26-2023 12:41 PM
The first selection on our IVR is 1 for New or 2 for Existing. This selection is captured in the voice recording. My question is, can we then group all calls by new or existing?