Self Service

The Webex Contact Center offers Self Service functionality to handle the customer requests without involving human agents. Self Service uses the Interactive Voice Response (IVR) system in the call flow. This IVR includes basic activities such as Play Message, Collect Digits, and Menu. All of these activities can also play the audio dynamically through Text-to-Speech functionality.

Note	The maximum file size supported for audio files is 8 MB. The supported file format is .wav. For more information, see Working with Resource Files.

You can extend interactions in Self Service to have Virtual Agents in the flow. The Virtual Agent can understand caller utterances to deliver a conversational Self Service experience.

You can use the Flow Designer to script any possible use cases in the Self Service space. For more information, see Activities In Flow Designer.