Omnichannel for Customer Service – IVR BOT Skills Based Routing

In this blog post I hope to describe how you can setup an IVR BOT for Microsoft’s Omnichannel for Customer Service voice channel. And how the BOT can question the customer on their needs then trigger skills-based routing to ensure the best agent answers the query.

I may also mention a few “tricks / tips” I have applied in my IVR BOT setup.

There are several parts to this process …

  • IVR BOT…

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Omnichannel for Customer Service – IVR BOT Skills Based Routing

In this blog post I hope to describe how you can setup an IVR BOT for Microsoft’s Omnichannel for Customer Service voice channel. And how the BOT can question the customer on their needs then trigger skills-based routing to ensure the best agent answers the query.

Blog Syndicated with Neil Parkhurst’s Permission

Author: Neil Parkhurst

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