This article provides a detailed explanation of how Koncert navigates Interactive Voice Response (IVR) systems, commonly known as Phone Trees, during outbound calls.

Koncert offers various methods to connect with prospects, including dialing into numbers that may have phone trees (IVR) systems, such as office numbers. However, reaching potential prospects through office numbers can pose a challenge.

Koncert's Phone Tree Navigation feature enhances interaction with prospects during Phone Tree calls and increases connection opportunities by using AI.

This feature will be enabled on a request basis. Please contact Koncert Support at support@koncert.com to enable this.

How does Koncert handle a Phone Tree?

The following process will take place while dialing into a Phone Tree.

• Directory identification: Upon connecting to the Phone Tree system, Koncert automatically detects a main keyword i.e. Directory such as Company Directory, Name Directory, Dial by Name, Staff Directory and Employee Directory. Koncert attempts to navigate through the directory using AI to recognize and respond to voice prompts.

• Prospect Name Identification: Once in the directory, Phone Tree system searches for the first name, last name, or full name of the prospect being dialed based on the provided voice prompts or text inputs.

• Matching with Prospect Name: The Phone Tree system receives the search results with the prospect's name in the directory as either "Number of matches found" or "No matches found". For example, if the company has two employees - John William and John Smith, "Two matches found" will be received from the Phone Tree system, when the Phone Tree searches for the name John.

• Identification of Exact Match: The Phone Tree system searches and identifies the exact match for the dialing prospect name given in the uploaded call list, based on the voice prompts or text inputs provided by AI during the matching process.

• • If an exact match is identified:

• • • AI will automatically transfer the call to the user if it detects any human voice, allowing the user to engage in conversation if the prospect attends the call.

In case of a Voicemail (VM) calls, AI will automatically log the appropriate Voicemail outcomes. Please refer to the article AI Engine - AI Dialers Call Dispositions for detailed information on different call outcomes.

• • If no exact match is identified:

• • • AI will hang up the call, automatically log the Call Outcome as Phone Tree and proceed to dial the next contact on the list. 

Once this feature is enabled, you will find an option to check a box to Enable Phone Tree Navigation in the Dialing Session tab » Settings Summary window. Users can easily activate this navigation feature for calls that hit a Phone Tree through this checkbox.

• For AIPD

Upon enabling the Enable Phone Tree Navigation option, the option Upon Phone Tree detection, skip call will be automatically disabled under the AI Parallel Dialer section.  This leads AI to navigate through Phone Trees to reach the prospects.

NOTE: If the user deselects the option Enable Phone Tree Navigation, then Koncert will automatically enable the option Upon Phone Tree detection, skip call, as the user cannot modify this setting manually.

• For AIFD:

In order to enable the option Enable Phone Tree Navigation", you must disable the "Upon Phone Tree detection, skip call" option in the AI Flow Dialer section.

Once the Enable Phone Tree Navigation is enabled, the option Upon Phone Tree detection, skip call will be automatically disabled under the AI Flow Dialer section

Info icons on respective places show a tooltip describing the actions to be taken, when hovering over it. 

Call Outcomes

AI will automatically log the below Call Outcomes based on the scenarios encountered as follows

• Phone Tree - When AI Engine recognizes Phone Tree but the option Enable Phone Tree Navigation is not selected.

• Phone Tree - Name Found  - When AI is unable to recognize or detect the name in the automated system or when no match is found during phone tree navigation.

• Phone Tree - Name Not Found  - When AI is unable to recognize or detect the name in the automated system or when no match is found during phone tree navigation.

• Phone Tree - No Company Directory - When AI does not detect any company directory during navigation of phone trees.

This significantly enhances the efficiency of outbound calls by automating the navigation of Phone Tree systems and effectively manages the identification of prospects within company directories. Koncert aims to improve efficiency and reduce the manual effort required to navigate through the system.

Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.

NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.