How to create a flexible scenario

2020-04-29 10:29:08
Blog picture

Voice assistants are becoming increasingly popular since they make it possible to automate a company’s business processes. Voice assistants are the best helpers in reducing call center load and shifting operators' time to more complicated tasks. However, there is an opinion that it is difficult to create a voice assistant for a company. Is this claim true? Let’s take a look at the situation together. 

Before we move on to creating a business voice assistant, it’s important to recognize that simple scenarios are designed to substitute the first line of call center operators. Without artificial intelligence, voice assistants are unable to identify a client's ‘pain points’ and figure out how sales work. However, operators don't have to do the first line either. Their responsibilities usually include:

  • Responding to customer requests
  • Confirmation, clarification and cancellation of orders
  • Recording contact information
  • Reminders by calling the customer base
  • Cold calling with offers and promotions

While performing these duties, operators, as well as voice assistants, use a pre-designed script. However, voice assistants have the advantage of being free of human errors. Therefore, if the script is good, the voice assistant’s efficiency will be high. In many cases, it will perform even better than a human operator. 

Building a flexible scenario via Voximplant Kit

At first glance, it seems impossible to create a perfect scenario that will include all possible outcomes. All customers are different, while both the range and number of questions are unlimited. So what can we do?

One solution could be to gather the statistics on most frequently asked questions and their variations, which can be embedded in a scenario afterwards. Another option is to instantly switch the call with a voice assistant to a competent operator in case the call takes unexpected turns. In this case, the more data added to the voice assistant’s script, the fewer the unusual situations requiring the operator's help will be.

So, we offer you several tips to create your own voice assistant using our visual editor.

Step 1: Drawing a scheme and categorizing the questions

A good voice assistant scenario includes answers to the most frequently asked questions by customers. Before attempting to figure out these questions, we recommend visualizing a conversation in the scheme. You can draw it both by hand or using, and it will look like the image below. Such an approach allows you to determine the number of options in the conversation outcomes. This helps you to consider what and where the customer might say first.

Once you have a clear scheme with options, it’s time to think about questions that can be asked at each stage of the conversation. We recommend separating possible questions into categories such as questions about the product range or delivery. At this stage, it’s important to understand how well you've identified your customers' needs. Pay careful attention to the frequently asked questions since this will be the framework for efficient operations by the voice assistant.

Step 2: Detailed preparation of the most frequently asked questions and answers

Once you’ve defined the question categories, you should determine what the customer could be interested in at this stage. You can gather information from your employees, gain statistics from call records and speech recognition, or you can put yourself in the customer’s shoes, trying to recognize the purpose of the call. The main goal of this step is to ascertain the most frequently asked questions from each selected category.

For instance, in the goods delivery category, the customer might request to reschedule, cancel, specify or change shipping options. You should prepare answers for each of these questions and also create vocabulary to make a robot understand such responses as ‘yeah’ and ‘uh-huh’ as ‘yes’. This way, you’ll be able to create the most detailed description of a possible conversation.

Last but not least, there should be a way to determine situations when the conversation is shifted from the voice assistant to an operator. This involves a similar scenario. You should define a question pool or series of actions whereby calls will be transferred to a specialist. This should be done, for instance, if the voice assistant can’t understand the question twice or the customer asks to be connected with the operator.

Step 3: The finish line. Let's get to the scenario!

The detailed description with the scheme of a possible conversation helps you to predict how a conversation with a customer might evolve. All that is left to do is gradually build a conversation model in the visual editor. Thanks to the user-friendly interface, you'll be able to organize your conversation as shown in the scheme above. 

The visual editor consists of blocks that can be duplicated, dragged and created in any sequence. All blocks have colors for different types of tasks. This helps to prevent any mix-ups, especially if there are a lot of actions, and also to visually track the accuracy of the scheme.


If all steps are performed correctly, your voice assistant with speech synthesis and recognition. as well as the company’s embedded database, will address customer queries and thus help reduce the workload for operators. This will give experts the opportunity to solve more complex tasks.

The voice assistant can consult on features related to the product range, accept, confirm and cancel orders and make cross-sales based on customer needs.

If you still have any questions or doubts, we are always ready and willing to help!

Sign Up for a free Voximplant developer account or talk to our experts

Add your comment


Your comment has been added and will be published after moderation.

Recommended posts

5 Tactics to Strengthen Your Contact Center Operations with Technology

5 Tactics to Strengthen Your Contact Center Operations with Technology

In our fast-paced, digitally focused world, customers want personalized service at lightning speed. A Hubspot survey of 1,000 customers found that 90% of people expect a response from a live customer service agent in ten minutes or less. Because expectations are so high, the pressure is on for customer service agents to consistently provide quick, high-quality customer experiences. Offering an elevated level of service with such a fast turnaround is next to impossible with manual support alone. And even if you have some digital tools in your tech stack, traditional contact center technology can fall short when it comes to efficiency. That’s why choosing no-fuss technology that automates your contact center’s routine operations is essential for making tasks more manageable for your agents.

Voximplant Kit vs Talkdesk: Comparing contact centers for the small and medium enterprise

Voximplant Kit vs Talkdesk: Comparing contact centers for the small and medium enterprise

Any contact center manager considering a new cloud communications solution needs to do their “due diligence” before choosing a provider, including those in small to medium enterprises. The stakes are high for SMEs because your needs are unique and there are significant differences in the available providers. Your decision not only affects your organization’s budget, but also its business processes, customer experiences, and agent work environment.

What is a No-code Contact Center?

What is a No-code Contact Center?

If you’re involved in evaluating cloud contact center services, you’ve likely recognized two distinct categories and a big difference in the amount of technical expertise required to implement them. You’re attracted to the ease of use offered by contact center as service (CCaaS) offerings, but their fixed functionality doesn’t fit your business needs. In contrast, a cloud contact center built on a communications platform as a service (CPaaS) offering provides unlimited flexibility, but requires expensive software development resources to build a complete solution.