Our AI-powered Interactive Voice Response (IVR) helps streamline inbound calls, direct customers efficiently, and enhance your team's productivity. Here's how you can set it up and manage it effectively.
Creating an AI IVR
You can create an AI IVR directly in the Telgea Mobile Plan Portal:
Navigate to AI IVR
After logging into the portal, locate and click on the AI IVR section.
Name and Language Setup
Name Your IVR: Give your AI IVR a clear and recognizable name.
Choose the Language: Select the primary language the AI IVR will use when interacting with callers.
Choose Your Number
Select the country from which you’d like your IVR number to originate.Note: If your desired country is not available in the portal, please contact our support team to request it.
Set Up Call Routing
Configure how incoming calls should be handled after the AI IVR interaction:Call Routing enables you to forward calls to specific service or sales numbers that are listed in the Telgea Mobile Plan Portal based on the caller’s intent or needs.
For example, after a customer interacts with the IVR, you can route them to:
A Sales Team if they are interested in buying
A Support Team if they need technical help
A Billing Department for account or invoice questions
Tip: Good call routing improves customer satisfaction by minimizing wait times and reaching the right person quickly.
Configure Help Center Materials
Upload or link the help center articles and resources that the AI IVR should reference to answer callers’ questions.' Here you can update Word Documents, PDFs and Text files.
Set Up Your AI Agent
Personalize the experience by:Naming the AI Agent: Choose a friendly or professional name that callers will recognize.
Creating the Greeting: Write a warm and welcoming message that callers will hear when they connect.
Editing the Default Prompt:
We’ve provided a default AI prompt to guide your agent’s behavior and responses.
You can edit and customize this prompt to better align the AI with your company's tone, key information, and preferred way of assisting customers.
Once you're happy with it, save your changes to update the agent’s behavior.
Testing
Once you've completed the setup, you’re ready to test your AI IVR to ensure it behaves as expected.
Editing and Optimizing Your AI IVR
To edit or enhance your AI IVR after initial setup, collaboration with our Support / Onboarding teams is required.
Working with our specialists ensures that your IVR:
Is optimized for accuracy and customer experience
Correctly routes and resolves common inquiries
Evolves with your organization's changing needs