自動音声応答(IVR)とは、電話システムに関連する自動化テクノロジーで、これを使用することにより、通話の発信者は1つの電話番号を経由して、状況や選択に応じて、異なる情報または複数の人々にアクセスできるようになります。IVRシステムはキーパッド上のボタン押下等のやり取りを通じて通話者から情報収集を行い、収集情報に基づいて通話を適切に処理(例: お待たせ、ルーティング、転送、切断)します。IVRでは、「技術支援の …
In this post, we'll take a look at how you can bring clickable buttons, drop-downs, and calendars into Twilio Flex WebChat. Interactive elements can be leveraged during automated exchanges with bots as well as during agent interactions. You can use them to deliver more engaging experiences, elicit clear and quick responses, guide customers down a set of predictable pathways, or standardise formatting of inputs such as dates and times.
- A basic understanding of Twilio Studio and Twilio Flex.
- Comfortable writing code, ideally with some exposure to React.
Before we get into the implementation, make sure you've done the following.
- Set up a Twilio Flex account ( …
Do you have call routing needs? Don’t want your personal phone number on your website but also don’t want to carry two phones? Need low code and fast deployment?
Well, you’ve come to the right place! This blog post will walk you through how to leverage Twilio Studio to create an IVR (phone tree) with a pre-built UI, no development expertise needed!
What is IVR?
Interactive Voice Response (IVR) is an automated phone system technology business use to allow callers to access different information or multiple people via one phone number. The system interacts with callers, gathers information from them, and then routes their call based on said information. IVRs can be as simple as “press 1 for technical assistance, press 2 for sales, press 0 to speak to the operator” or can be more complicated like flight lookups and changes when you call an airline.
IVRs are a fantastic …
We have all faced the scenario where we called a company, but talked with the wrong agent.
Maybe we wanted to talk to Sales, but the Service team picked the call up – probably because we selected the wrong option while in the IVR.
To tackle the scenario, agents will typically say, “please call us again, and press 2-4-1 to get to the correct department”. Or, perhaps, agents could transfer us to another department or queue but want to ensure that some parts of the IVR are still followed and tell us to hit a button sequence. And in yet another scenario, we may be offered the choice to follow a self-serve branch that may be more efficient for both the customer and the agent.
This blog post will show you a step-by-step way to provide a better customer experience by allowing an agent to transfer a customer to the …
Like many word nerds and puzzle lovers, I am obsessed with Wordle, a word puzzle game created by Brooklyn-based software engineer Josh Wardle for his word game-loving partner. I made a Wordle version over SMS with Twilio Serverless to play even more Wordle, but sometimes, I get stuck while playing. Read on to learn how to build a SMS Wordle solver using Twilio Studio, Twilio Functions, the Twilio Serverless Toolkit, and the Datamuse API to find words given a set of constraints, or test it out by texting anything to +18063046212!
Want a brief overview of how it's built? Check out this Tiktok!
Selecting the "From" number to use for voice solutions within a single country is straightforward because there is typically just one phone number. However, many voice solutions need to make calls across the globe, and the optimal customer experience for these outgoing calls is to provide localized "From" numbers. For globalized voice solutions making outgoing calls, we recommend that customers implement a process for selecting FROM numbers based on the specific TO number for each call.
While you could certainly build a solution internally to select FROM numbers before making API calls to Twilio to initiate outgoing calls, this blog post outlines a solution that uses Twilio Functions to handle FROM number selection on-the-fly. This solution also uses Twilio Lookup to determine the country code for each TO number and also validate the TO number format before initiating the outgoing call.
FROM number selection is relevant to any solution that …
While the Voicemail Twimlet has email forwarding built in, many Twilio customers find it limiting and ask if there's a way to forward recordings to email without the Twimlet or a web server.
This document shows how to forward voicemail recordings to email using Twilio Studio, Functions, and SendGrid.
Things you'll need
In order to follow this tutorial, you will need:
- A Twilio account and a phone number that can receive calls.
- A SendGrid account with a verified sender.
In order to use the SendGrid API to send emails we need a SendGrid API key. Create a SendGrid account (if you don't have one already), confirm your email address, then head to the API Keys area in the SendGrid dashboard and create an API Key with Full Access.
Be sure to save the API Key Secret to your notepad.
You also need to verify one …
An Interactive Voice Response (IVR) system is critical in reducing operational costs, and increasing customer satisfaction. This blog post will show you how you can build your own API to templatize and deploy a custom IVR system with Twilio Studio.
Twilio Studio is our no-code visual editor for building, editing and managing workflows. Studio is used by Twilio customers of all kinds and sizes to build everything from order notifications, to conversational IVRs, to survey tools and SMS-enabled chatbots.
This project was originally built by our team as part of an internal hackathon. Our team's goal was to enable businesses to think outside the box on how our no-code Studio application could be used to help ISV partners build enterprise grade solutions. The API we're showcasing in this blog post was accompanied by a web form where users can sign up and select which IVR flows they would like to …
While building an IVR in Twilio Studio, you may run into a scenario in the flow logic that could be better handled or enhanced by incorporating conversational AI. For example, a sick patient calls a medical office and selects the IVR option to get medical advice, but still needs to describe their symptoms to get detailed help. Or, a cyclist calls their local shop, gets routed to the mechanical department, then needs to schedule a time to get their bike fixed. The caller is routed to the correct department, then describes their unique intent to the voice agent, and a natural language processing (NLP) platform picks out key words and phrases from the conversation to determine exactly what they need.
Blending a static decision tree with a conversational bot can solve a wide range of customer needs, from common requests to detailed problem solving. Callers will appreciate getting detailed medical …
By the end of this blog post, you should be able to connect to your Dialogflow CX bot with any digital channel in Twilio Flex. We’ll focus on SMS here, but the same concepts can be applied for any digital channel.
Before we can get started, you’ll have to create – or log into – a few accounts. We’ll also install Twilio’s CLI to speed development along.
- If you haven't yet, set up a Twilio account
- Set up your Google Cloud project
- Set up a Twilio Flex Project (click here to create a new one)
- Install …