Omnichannel for Customer Service – IVR BOTs and Languages
This article discusses how to create an IVR (Interactive Voice Response) system that operates in multiple languages using Microsoft's Omnichannel for Customer Service and Unified Routing. The author explains two approaches: using the "Set Customer Locale and handoff to Omnichannel" action for a "no code" solution, or creating a custom topic using the Bot framework for more customization. The article provides step-by-step instructions for creating a custom Bot framework topic and configuring existing topics and the escalate/handoff topic. The author also mentions that Microsoft has published a guide on handling multiple languages using the Bot framework. Overall, the article aims to help readers understand how to implement an IVR system that offers multiple language options.
Article 17m
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