AP-226 · Question #112
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
The correct answer is B. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus. Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call…
Question
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
Options
- AProcess Builder sequences defining IVR menus and routing options based on caller selections.
- BFlow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
- CEinstein Bots programmed to understand spoken language and handle inquiries without agent
- DAll of the above, depending on the complexity of the desired IVR functionalities.
How the community answered
(37 responses)- A3% (1)
- B78% (29)
- C14% (5)
- D5% (2)
Explanation
Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.
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