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