Feature Request: Enhanced IVR Script and Voice Management in Zendesk Talk

Description: We propose the enhancement of Zendesk Talk to include integrated script management and AI-generated voice options for IVR menus and AI agents. This feature would streamline the process of updating IVR scripts and ensure consistency in voice and pronunciation across all interactions.

Use Cases:

1. IVR Menu Management: Currently, we maintain IVR scripts and voice recordings outside of Zendesk and upload them manually. This process is time-consuming and inefficient, especially during urgent changes.
2. AI Narration Tool Integration: We use an AI narration tool, Murf, to generate voice recordings. Integrating similar capabilities directly into Zendesk Talk would eliminate the need for external tools and streamline updates.

Current Challenges:

• Maintaining and updating IVR scripts and voice recordings outside of Zendesk is cumbersome and delays urgent changes.
• Lack of integrated voice management options requires manual uploads and adjustments.
• Inconsistent pronunciation of business-specific terms due to lack of customization options.

Proposed Features:

1. Script Management:
   • Ability to manage and edit IVR scripts directly within Zendesk Talk.
   • Automatic update of spoken menus when scripts are changed.
   • Preview option to pre-listen to new scripts before applying changes.
   • Option to add automatic translations for multilingual support.
2. Voice Configuration:
   • Universal configuration for choosing the voice used for IVR menus and AI voice agents.
   • Broad selection of voices, similar to Murf's offering.
   • Ability to tweak voice attributes such as speed and tone.
   • Integration with corporate "tone of voice" documentation to ensure consistency.
3. Dialect and Pronunciation:
   • Section to define common business-specific words and their phonetic pronunciations.
   • Universal application of these pronunciations across all scripts and AI agent responses.

Impact: These features would significantly improve the efficiency and flexibility of managing IVR scripts and voice recordings. By integrating these capabilities directly into Zendesk Talk, we can ensure timely updates, consistent voice quality, and accurate pronunciation of business-specific terms. This would enhance the overall customer experience and streamline our support operations.

Priority Level: Essential for improving the efficiency and effectiveness of our IVR and AI voice agent management.