A successful Customer Experience (CX) is based on the design process that examines the customer needs, audience skills, and perspective. Organizations will have an idea about a customer from their recent interactions (sometimes in other channels) and the most efficient interaction that is possible for a given customer intent. The purpose of the CX Model is to cater to the design process of these customer interactions clearly and unambiguously.
Whether starting from a "clean sheet of paper", a Crawl of an existing IVR application, or an import of a design from another tool, the CX Model Editor is a valuable tool for keeping the organization up to date about their customer interactions.
Velocity's Crawl capability (only available in the Cyara cloud) can start a CX Model through automated IVR discovery by repeatedly dialing into an existing IVR application, listening to and transcribing IVR prompts, extracting all possible "calls to action" at each level of the IVR's design, and then adding all of the possible caller-IVR interaction paths into a CX Model.
The CX Model Editor is an interactive, easily-navigable visualization that is based on common flow chart idioms. You can express the customer experience you want to have, potentially deriving it from the output of a Crawl, and review it with your team to ensure everyone has the same understanding of what the correct CX is and also how many unique paths are included in the whole CX. It's tough to deliver flawless customer experience if the designer, developer, and tester are not all on the same page.
You can set up for Test Driven Development (TDD) by using Generate Test Cases, available in the Actions menu, to generate a Test Case for each unique path. You can also export to Visio XML file format (.vsdx format) to maintain your corporate CX documentation. These generated Test Cases can then be grouped together and included in Campaigns to run through testing and monitoring.
- CX Model: A CX Model is the set of customer interactions that are possible from an established entry point (for example, one or more phone numbers that lead to an IVR).
- Element: An Element is representative of each step in a CX Model, such as a menu, an announcement prompt, or a decision.
- Speaker: This refers to a recognizer that can translate a voice to a text prompt using the Transcription Service. A custom Speaker can be created based on the captured training data that can greatly increase the accuracy of transcriptions.
The three approaches to creating CX Models in the Cyara Web Portal are shown in the workflow below:
As the CX Models place calls to an IVR, they record each menu into a Model. A Model is made up of an entry point (the number to call into an IVR) and a series of connected Elements (menus). The CX Models collect these menus and record the transcription and the captured audio, creating child Elements (menus) for all of the subsequent options.
CX Models can convert the Model into a series of Test Cases that can be imported into the Cyara Portal. The Test Cases that will validate the IVR can be generated at any stage for any Model. The generated Test Cases will be based on each call flow that traverses the Model, from the root Element (main menu) to a leaf Element (or terminating menu).
Documenting an IVR
As the CX Models place calls to an IVR, they record each menu into a Model. A Model is made up of an entry point (the number to call into an IVR) and a series of connected Elements (menus). The CX Models collect these menus and record the transcription and the captured audio, creating child Elements (menus) for all of the subsequent options.
CX Models can convert the Model into a series of Test Cases that can be imported into the Cyara Portal. The Test Cases that will validate the IVR can be generated at any stage for any Model. The generated Test Cases will be based on each call flow that traverses the Model, from the root Element (main menu) to a leaf Element (or terminating menu).
Enabling Accounts for CX Models
Enabling Accounts for CX Models requires an active Platform Administrator login. Contact Cyara Support to have CX Models enabled for your Cyara Account.
Introduction to CX Models Video
Watch the video below for an introduction on how Cyara CX Models function and how they can assist in documenting your IVR to improve your customer interractions and deliver flawless CX.
Comments
0 comments
Please sign in to leave a comment.