You must be wondering what this title means? A simple question that can you automate an agent? For automating an agent you need to learn from the agent interaction and try to find out what are the most obvious questions a customers wants to ask when he calls a call center. Which are the questions which are most obvious and which are the questions which are less obvious. Then assume that you are a detective and you want to question this customer what this customer wants like a astrologer.Here comes the skill where you will become an IVR programmer to program the options for the menus which needs to be played to ask the questions and collect the response from the customer in the form of digits. Remember that the customer can answer in the form of number. Least are the number of questions you need to ask and soon you need to derive at the decision what customer wants to know from you.
