Callback System Generated Messages

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  • Caroline Kello
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    Hey Tania,

    You're right, the system generated messages aren't configurable by you yet. This is because they're dynamic, for example we'll repeat back the number the user entered so that they can confirm it's correct. This makes it a difficult setting to hand over to you to record and configure yourselves. Because of the current setup in the workflow, these messages will be system generated for the time being but we have been discussing on how to improve this but haven't committed to anything yet. Hope this clarification helps.

    Thanks for raising this, it's good feedback to hear and validates our thinking that these messages also needs to be configurable for a consistent customer experience.

    Looking forward to hearing if anyone has found a workaround! :)

    Thanks, Caroline

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  • Tania
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    Thanks Caroline! 

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  • Jesper
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    I’m totally agreeing with Tania, we are also looking for a consistency in our voice messages and it would be great if this will be a possibility in the near future.

    We have tried to work around it but with no success so if anybody has found a way, we are all ears!
     
    Kind regards, 
    Jesper
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  • Caroline Kello
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    Thanks for the added feedback, Jesper! We're aware that this is a desired enhancement but it's not yet made it onto our roadmap at this time. Appreciate your addition to the conversation. 

    Cheers, Caroline

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  • Reshma Patel
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    I am adding another use case that we have. We currently have an external number that has IVR.  If the user selects the proper prompt it will route the user to our Zendesk talk number which includes callback from queue.  By default since every user is routed to Zendesk via the external number, the call back number confirmation will always present the main line number as opposed to the call's phone number. I would really like the greeting to be configurable so that we ask for the caller to enter or say their number as opposed to repeating the main line number. 

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  • Benjamin Hasselgren
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    We have the same issue - but not only for consistency. The Swedish call back voice sounds like a very drunk old lady. We would be fine with a sober old lady. You can listen here.

    Who is responsible for these recording? Zendesk or Twilio?

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  • Caroline Kello
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    Hej Benjamin,

    These dynamic messages (dynamic because they change based on the number that the user has and the digits that need to be repeated) are powered by Twilio. I don't believe they've any work ongoing to improve the voices to something less robotic, or less inebriated in your case. 

    Tack för din feedback, jag håller med om att det inte låter speciellt bra på svenska! Det är fler språk som behöver ses över som har snarlika problem. När vi testade denna tjänsten internt hade jag väldigt roligt åt hur den valde att uttala ordet "kön" när vi försökte med meningen "din plats i kön".

    Cheers, Caroline

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  • Benjamin Hasselgren
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    Thanks Caroline!

    Would it be possible for you, at Zendesk, to send Twilio a request about the Swedish voice?

    In Swedish: Haha, jag fattar precis! Finns klart underhållsvärde i detta också!

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  • Caroline Kello
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    Absolutely, I'll get the right person who owns this and pass on the feedback! Tack igen, Benjamin.

     

     

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  • David McKay
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    +1 on these comments.

    This was our team's #1 feedback immediately after testing the callback and textback features.  We all just started laughing.

    The robot voice seems entirely unnecessary.  I understand that the messages are dynamic, but there are a finite number of single digits (0-9) and these could all be recorded by a real human voice.

    Additionally, the non-dynamic parts seem like they should be customizable or at least pre-recorded by a real human by Twilio/Zendesk.

    I.e. "The number we have for you is" seems unnecessary to come from a robot.

     

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