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Omnichannel for Customer Service IVR BOTs and Languages

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#botframework

#ivr

#microsoftcopilot

#omnichannel

Dynamics 365 Customer Service

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Dec 10, 2023

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Text

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AI Summary

  • The article discusses the options available in Microsoft's Omnichannel for Customer Service and Unified Routing for handling multiple languages in an IVR.
  • It explains the "no code" approach of using the "Set Customer Locale and handoff to Omnichannel" action to implement an IVR in a specific language.
  • It also mentions the alternative option of creating a custom topic using the Bot framework, which allows for more flexibility and control over the language and voice used by the IVR.
  • The article provides a step-by-step guide on how to create a custom Bot Framework topic, including configuring existing topics and the escalation process for handing off to Omnichannel.
  • It highlights the importance of creating a custom topic when the IVR needs to ask questions or trigger automations in the selected language before the handoff.
  • The article suggests using the Bot Framework Composer app and assumes that an IVR Bot is already connected to Omnichannel.
  • It mentions that the example provided in the article is based on a classic style Bot for IVR, but acknowledges that the approach may change in the future with the availability of the new Bot authoring experience.
  • The article concludes by stating that the design concept presented in the example can be tailored to suit different requirements and languages.

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