IVR replacement
Too many transfers before help begins.
When callers reach the wrong team, every transfer adds waiting and repeated work. Explore a clearer path from the first question to the right help.
Understand why the call gets stuck
The caller’s question may not fit your menu.
“My payment hasn’t appeared” could mean payment status, a new charge, or an account issue. A department list asks the caller to decide before anyone has clarified the problem.
The result can be another transfer, more intake questions, and less time to resolve the issue. First check whether the difficulty is routing, missing context, or capacity at the destination.
“I paid my bill yesterday, but my balance hasn’t changed.”
“Are you checking whether the payment arrived, or asking about a new charge?”
Identify the payment-status request and route it with the payment timing and reason for calling.
A change worth testing
Carry the context into the next step.
When the route breaks down
The caller chooses the closest menu option.
The first team identifies a different destination.
The caller explains the issue again after a transfer.
The workflow to test
The caller describes the reason for calling.
A focused question clarifies the right destination.
The receiving team gets the reason and relevant details.
Illustrative workflow. Transfers and context delivery require configured connections and a destination that can receive the call and its information.
Start with one call reason
Make the next step measurable.
Map the extra work.
Review where calls transfer, what callers repeat, and how long it takes to reach the correct team.
Test one route.
Clarify the intent, carry useful context, and keep a reliable fallback to a person.
Compare real results.
Check avoidable transfers, repeated questions, and confirmed destinations. Count failed attempts too.
Check the fit first
A better greeting is only the beginning.
A voice workflow can clarify a request and connect the next step. It cannot resolve an unavailable destination, an unsupported business action, or a policy issue on its own.
Choose supported providers and tools, define what the agent may do, and test the entire route through to the receiving team.
Questions for your first conversation
- Which call reason creates the most repeated work?
- Where does the current route break down?
- What information does the next team need?
- What should happen when a person is unavailable?
- What result would make the change worthwhile?
Put the problem in your industry’s context.
Bring us the call you want to improve.
Request a demoA few useful details
Before you begin.
What do I need to get started?
Choose one task and connect the model and voice providers it needs. Browser testing does not require a phone number. Phone calls need a supported telephony connection. Review the documentation for current setup requirements.
Can I keep my providers and business tools?
Choose from supported model, voice, and telephony providers. Using Agent Builder does not require moving your telephony to Bandwidth. Tool actions need a configured connection and appropriate permissions.
What is included in free access?
Platform access is free for developers and small businesses. Your telephony, model, voice, and business-tool providers may charge for usage, including tests. See pricing and enterprise options.
What will I hear when I press play?
Each agent plays a short, prerecorded greeting in its own voice. You can pause, replay, or choose another agent. To explore a full conversation for your use case, request a demo.
What should I validate before a rollout?
Agent Builder is an experimental release from Bandwidth Labs. Test your providers, failure paths, handoffs, and data requirements before a rollout. Start with the IVR pilot evaluation guide and discuss support requirements with the team.