Building a Simple IVR System with DataKnowl V-Agent and DML
Introduction: Interactive Voice Response (IVR) systems are indispensable in modern customer service, guiding callers through a series of options to the information or service they need. With DataKnowl V-Agent and its specialized DataKnowl Markup Language (DML), creating an IVR system is straightforward and efficient. This blog post will guide you through building a basic yet functional IVR using V-Agent and DML.
Step 1: Understanding the Basics of DML
DML (DataKnowl Markup Language) is an XML-based language designed specifically for structuring and controlling interactions in V-Agent. It's intuitive and perfect for creating automated workflows and responses.
Step 2: Structuring Your IVR
Your IVR's structure is defined using DML. Here’s a simple example that includes a main menu with three options:
DML Code for Task 'main'
<task>
<say language="en-US">Welcome to ACME</say>
<get action="task:others_main" mode="DTMF" length="1">
<option action="task:custserv_main" dtmf="1"></option>
<option action="task:sales_main" dtmf="2"></option>
<option action="task:info_main" dtmf="3"></option>
<say language="en-US">
For customer service, press one.
For sales, press two.
For other information, press three.
</say>
</get>
</task>
<say language="en-US">Welcome to ACME</say>
<get action="task:others_main" mode="DTMF" length="1">
<option action="task:custserv_main" dtmf="1"></option>
<option action="task:sales_main" dtmf="2"></option>
<option action="task:info_main" dtmf="3"></option>
<say language="en-US">
For customer service, press one.
For sales, press two.
For other information, press three.
</say>
</get>
</task>
This code sets up the main menu, greeting the caller and presenting them with three distinct options.
Step 3: Configuring IVR Options
Each option in the main menu leads to a different task:
DML Code for Task 'custserv_main'
<task>
<connect>
<number>+16500000001</number>
</connect>
</task>
<connect>
<number>+16500000001</number>
</connect>
</task>
For customer service, the caller is connected to a specified number.
DML Code for Task 'sales_main'
<task>
<connect>
<number>+16500000003</number>
</connect>
</task>
<connect>
<number>+16500000003</number>
</connect>
</task>
For sales inquiries, the caller is directed to a different number.
DML Code for Task 'info_main'
<task>
<say language="en-US">
ACME Corporation is a leader in innovative solutions,
specializing in advanced technology and eco-friendly products.
Our range includes cutting-edge home automation systems,
energy-efficient appliances, and smart office solutions. Thank you
for choosing ACME Corporation, where innovation meets practicality.
</say>
</task>
<say language="en-US">
ACME Corporation is a leader in innovative solutions,
specializing in advanced technology and eco-friendly products.
Our range includes cutting-edge home automation systems,
energy-efficient appliances, and smart office solutions. Thank you
for choosing ACME Corporation, where innovation meets practicality.
</say>
</task>
This task provides the caller with information about ACME Corporation.
DML Code for Task 'others_main'
<task>
<say language="en-US">
The option you have selected is not valid. Please try again, thank you.
</say>
<run>task:main</run>
</task>
<say language="en-US">
The option you have selected is not valid. Please try again, thank you.
</say>
<run>task:main</run>
</task>
This task addresses invalid inputs, informing the caller and redirecting them back to the main menu.
Step 4: Testing and Deployment
After setting up your DML code, it's crucial to test your IVR system to ensure that each option functions as intended and that the voice prompts are clear and understandable. When ready, simply point your phone number to your V-Agent and embark on a journey towards a more responsive and effective customer service system.
Conclusion: This example is a basic introduction, intended to kickstart the creation of a simple IVR and to explore the possibilities offered by V-Agent for phone channel interactions. V-Agent's capabilities extend significantly beyond these initial steps. It can understand spoken voice commands, eliminating the need for a dial pad, and provide information from the Knowledge Base, enabling self-service 24/7. These advanced features enhance the customer service experience, demonstrating V-Agent's versatility and efficiency in handling a wide range of customer interactions.
Tags: IVR, Customer Service, Customer Support, V-Agent, DML, AI, Text-to-Speech
