I need suggestions to implement IVR system capable of human handoff, telephony servive and text transcription

Question

I am currently working on creating custom IVR system with below requirements:

1. customers can chat with chatbots through calls
2. If customer need to speak with human agents the call need to be transferred
3. Human agent also have conversation over phone
4. Agent will resolve the query, if needed he want to access customer data from database
5. need to send email automatically to customer once call is over ( if customer requested )
6. Once call is over, the full conversation happend between customer , chatbot and human agent need to be stored in database.

But i am confused on how to implement this whole system using azure services, please help me with this

Answer 1

Hi, thanks for reaching out! Based on the requirements provided above, I think this Solution Idea: Interactive voice response app with bot would be a great starting point and useful for your scenario. Please review and let us know if you have further questions, thanks!