Voice Assistant

In working with many flows for many customers, Mavenoid has identified a number of best practices for writing flow content. Here is a collection of the lessons we've learned.

Overall philosophy

The primary focus is to capture suitable reoccuring intents to capture most traffic in the voice channel. Some intents are not suited to be solved in the voice channel. This is where we encourage the use of our multimodal features, and handle the user request in the channel most suited for their need.

Some topics might be sesitive or simply better handled by a human. In these scenarios we can gather necessary information to cut down the call time for agents.

Write with the end user in mind

When interacting in the voice channel users expect the conversation to flow naturally. We encourage that troubleshooting and other guidance is delivered in short steps to ensure that users are following along.

Use simple language

Keep the instructions simple and understandable for inexperienced users. Avoid using techincal terms to allow all users to understand the guidance.