IVR Call Flow — Main Menu
Customer calls 0311-GOURMET (0311-4687638)
AI Voice Bot answers immediately — 24/7 · Language: Urdu / English
Press a number to select:
1
Lodge a Complaint
AI bot collects complaint details, category, outlet
AI
AI categorizes & tags complaintAI
Sentiment analysis in real-time0
Transfer to human agent2
Track Existing Complaint
Customer provides complaint ID or phone number
AI
Reads out status & resolution1
Request callback0
Transfer to agent3
General Inquiry / FAQ
AI handles common questions automatically
AI
Answers from FAQ knowledge baseAI
Store timings, locations, products0
Transfer if unresolved4
Select Business Vertical
Route to specific department queue
1
Retail2
Beverages3
Ice Cream / Merchandise4
E-commerce / Distributors5
Request Callback
Schedule a callback from an available agent
AI
Confirms time slotAI
Logs callback request in CRM0
Speak to Agent
Skip bot, connect directly to human agent
AI
Pre-fills context from call→
Routes to next available agent→
Queued if all agents busyAI-to-Human Handoff Rules Active
Sentiment score < -0.6 → immediate transfer · Outside office hours → callback scheduled · Repeat customer (3+ complaints) → VIP queue
General Settings
24/7 AI Availability
AI bot handles calls round-the-clock. Human agents take over during office hours (9 AM – 6 PM).
ON
Real-time Sentiment Analysis
Detect customer sentiment during AI interaction and flag high-priority cases immediately.
ON
Auto-Complaint Logging
Automatically create a complaint record in CRM when a customer logs an issue via bot.
ON
AI Category Auto-Tagging
AI identifies and assigns complaint category and sub-category from conversation transcript.
ON
Call Recording
Record all IVR and bot-handled calls for quality and audit purposes. Stored for 90 days.
ON
Multilingual Support (Urdu)
Bot responds in Urdu when customer speaks Urdu. English is default.
ON
SMS Acknowledgement
Send SMS to customer with complaint ID after logging via bot or IVR.
ON
Customer History Lookup
Bot fetches past complaints for the customer's phone number to personalize interaction.
OFF
Bot Performance — Today
Calls Fully Resolved by Bot
159 / 248
64% self-service resolution rate
Handed Off to Human Agent
89 / 248
36% required human assistance
Negative Sentiment Detected
47 calls
Auto-escalated based on sentiment score
FAQ Queries Resolved
112 queries
No agent required for FAQ responses
FAQ Knowledge Base
| Question | Vertical | Hits (30d) | AI Handled | Status | Actions |
|---|---|---|---|---|---|
What are your outlet timings? Answer: Most outlets open 9 AM – 11 PM daily. Specific timings vary by location. |
All | 284 | ✓ 98% | Active | |
How do I track my online order? Answer: You can track via order ID on our website or we can check it for you. |
E-commerce | 198 | ✓ 91% | Active | |
Do you offer home delivery? Answer: Yes, delivery is available via our app and website in select cities. |
E-commerce | 176 | ✓ 95% | Active | |
How do I return a product? Answer: Products can be returned within 24 hours at the outlet with receipt. |
Retail | 142 | ~ 72% | Active | |
Where can I find your beverages? Answer: Gourmet beverages are available at all retail outlets and major supermarkets. |
Beverages | 89 | ✓ 96% | Active | |
How do I become a distributor? Answer: Please contact our sales team — bot transfers to Distributors dept. |
Distributors | 34 | ✗ 41% | Needs Update |
AI-to-Human Handoff Rules
Negative Sentiment Handoff
IF sentiment_score < -0.6 DURING bot conversation
→ Immediately transfer to next available human agent with context brief
Repeat Complaint Customer
IF customer has logged 3+ complaints in last 30 days
→ Skip bot, route directly to VIP agent queue with complaint history
Critical Keyword Detection
IF keywords: "health", "injury", "sick", "legal", "hospital" detected
→ Transfer to Team Lead immediately + flag complaint as Critical priority
Bot Timeout / Confusion
IF bot fails to understand customer input 3 times in a row
→ Apologize and transfer to available agent with transcript
After-Hours Handling
IF time is outside 09:00 – 18:00 AND customer requests agent
→ Offer callback scheduling. Log complaint. Send confirmation SMS.