Creating forking call maps
What we'll cover
This article will go over the basics of creating forking call maps. This is an advanced topic and assumes the reader already understands the basics of creating a simple, linear call map.
What is a forking call map?
Conversations, by nature, can go in many directions. When a customer service representative asks, "how may I help you?" the representative is allowing the customer to choose the direction of the conversation. Each potential direction is referred to as a fork. If a customer calls their internet service provider and the agent asks, "are you calling about internet, TV, or phone" the agent is offering three potential forks.
MosaicVoice can be configured such that, based on the customer's response, the user will be dynamically prompted with the correct talking points.
Building a forking call map
Begin by navigating to the call map creation page:
- Build the call map to the point at which you want the script to fork.
- Be sure to press Save prior to moving forward.
- Open the final talking point prior to the fork and click the + icon in the upper right-hand corner. Each time you click the + icon it will create a new branch.
Note that each box represents a branch.
- In the boxes marked Title, enter a name for each of the branches. Once complete press save.
Once each branch is named. The corresponding button will appear on the call script.
- Open the first fork of the call map.
Note: Each fork functions as a call map of its own. The process for editing forks is identical to the process of creating a simple, linear call map.
- In the text box labeled "Trigger phrases or words," enter the trigger words that will be said by the customer to trigger the fork.
A brief note on how it works
When the user is placing a call with the forking script, MosaicVoice will listen for the customer-side trigger words to determine which branch to activate. However, MosaicVoice will only begin listening for those triggers once the talking point immediately prior to the fork has been read. In our example, MosaicVoice will only open the Red fork after the agent has read "What is your favorite color?"
Further reading
MosaicVoice offers a number of tools to further customize call maps.