Sample voice response transaction

This section describes a simple, nonautomated transaction between an operator and caller and then describes how the system can automate that same transaction.

A bank has several operators whose duties include providing callers with certain information, such as account balances and current interest rates for different types of accounts. The operators also answer a variety of questions. Some of the information, such as interest rates, is located on a sheet of paper in front of the operator. Other information, such as account balances, must be obtained from the bank's computer. When necessary, these operators can also transfer callers to specialized customer service representatives for further information.

The following table represents a typical conversation, or transaction, between a caller and an operator at a bank.

You can better understand how calls are automated if you break down the nonautomated call transactions into its more basic steps.

In the nonautomated sample call above, you can see the following types of interactions between the caller and the operator:

1. The operator greets the caller.
2. The operator prompts the caller and receives a request for information. In the sample call, this includes interest rate and account balance information.
3. The operator takes the following actions at the caller's request:
   1. If necessary, the operator prompts the caller for further information (type of rate, type of account, ID number, and so forth).
   2. The operator looks up the information.
   3. The operator reports the information.
   4. The operator repeats steps 2 and 3.
4. The caller requests information that can only be provided by someone other than the operator.
5. The operator transfers the caller.

Virtually all transactions consist of the basic steps listed above. The caller's "request for information" shown in step 2 above may be as simple as the need to hear a checking account balance or the latest stock market value. More complex requests might include placing a sales order or requesting information on a particular product via a fax.

In the sample banking transaction, when the caller asks for an interest rate, the operator simply looks at a chart and reads the information to the caller. However, when the caller wants to know account balance information, the operator must ask for additional information (the caller's account number and social security number), and use a computer terminal to enter the caller information and read the balance displayed on the screen.

Finally, when the caller requests information on automobile loans, the operator must transfer the call to a loan officer who has the means to further investigate and service the inquiry.

Think in terms of the application script replacing the operator when you automate a transaction using the system. The transaction steps remain the same, but the caller interacts with the system instead of an operator. The system follows the same basic steps as the non-automated transaction. It uses the application script for instructions about the setting, what to say during a transaction, and possible options the caller may wish to investigate.

In an automated call, you can see the following types of interactions between the caller and the system:

1. The system greets the caller.
2. The system prompts the caller and receives a request for information. In the sample call, this includes interest rate and account balance information.
3. The system takes the following action on the caller request:
   1. If necessary, the system prompts the caller for further information (type of rate, type of account, ID number, and so forth). In this sample call, the caller is asked to enter the last four digits of his or her social security number.
   2. The system looks up the information from the bank database.
   3. The system reports the information to the caller.
   4. The system repeats steps 2 and 3.
4. The caller requests information that can only be provided by a nonautomated operation.
5. The system transfers the caller to a loan office representative.

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