Call Center Hosting IVR & Self-Service Technology 2

Question 1

What is 'visual IVR'?

Accepted Answer

A smartphone screen-based menu that mirrors IVR options, allowing tap navigation instead of audio menus

Answer

Visual IVR presents IVR menu choices on a smartphone screen, letting callers tap options instead of listening to and pressing menu choices.

Question 2

What does 'call deflection' mean in the context of IVR and self-service?

Accepted Answer

Redirecting callers from expensive live-agent calls to self-service or digital channels

Answer

Call deflection strategies steer callers toward self-service IVR, chatbots, or SMS to reduce live agent handle time and cost.

Question 3

What is VoiceXML (VXML) used for in hosted IVR development?

Accepted Answer

Defining IVR call flow dialogs using an XML-based markup language

Answer

VoiceXML is an XML-based language used to create structured IVR call flows, prompts, and menu logic for telephony applications.

Question 4

What does NLU (Natural Language Understanding) add to an IVR beyond basic ASR?

Accepted Answer

The ability to understand the meaning and intent behind spoken words, not just transcribe them

Answer

NLU interprets the semantic intent of a caller's utterance, allowing the IVR to understand requests like 'I want to change my address' rather than matching keywords.

Question 5

What is 'IVR containment rate'?

Accepted Answer

The percentage of calls fully resolved by the IVR without transfer to a live agent

Answer

IVR containment rate measures how many callers complete their needs in the IVR without requiring a live agent, indicating self-service effectiveness.

Call Center Hosting Practice Test

Call Center Hosting Practice Test

Call Center Hosting IVR & Self-Service Technology 2