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IVR APIs improvements

Suggest edit Updated on May 5, 2021

The interactive voice response (IVR) APIs feature has the following improvements:

New IVR-IVA API events

Previously, the IVR- IVA API supported fours events for IVA channels: get_contact, run_case, cancel_case, and call_end. Pega Customer Service 8.6 introduces three more events of set_context, get_recommendations, and process_case. In the current release, get_contact is renamed to find_contact and run_case is renamed to create_case.

set_context

Sets the context for a specific session whose customer Contact ID is already known.

get_recommendations

Processes the personalized inquiries and case offerings configured on the IVR-IVA channel’s Personalized service tab, for a customer, and returns the determined inquiry responses and case offering to the IVR.

process_case

Submits the customer-provided answer for a related prompt for a requested case. This event is called per case question.

For more information, see IVR- IVA API.

Customer intent builder

Pega Customer Service 8.6 introduces the customer intent builder based on the customer evaluation logic that deduces the reason(s) a customer calls the contact center. This evaluation logic is configured using business rules created by the new Business conditions tool. The Personalized service tab of the IVR-IVA channel enables configuring the out-of-the-box customer inquiry responses and cases based on the out-of-the-box business rules.

For more information, see Creating an IVR-IVA channel.

Reports for IVR-IVA channel

Pega Customer Service 8.6 provides two out-of-the-box reports that measure the effectiveness of IVR channel service cases offered. These reports are available in the My Reports section, under the Interaction Reports category in the Interaction Portal.

  • Case offer rate for personalized IVR: Provides the statistics of how many of each case type has been offered to IVR customers, and how many were offered no case.
  • Case acceptance rate for personalized IVR: Shows how many customers accepted or declined the offered case by case type.
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