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Issue with IVR : no pause to press the right phone...
# support
t
Call ID : dd8c7f0f-4e5f-4747-bb0a-27c8ef14129c Hello. I've been testing Vapi for several weeks now to create a robot capable of talking to (French) customer services. There's a problem that I've noticed and that I have no idea how to solve. After-sales services have an IVR system so that the user is redirected to the right service. My idea is to use AI and the DialKeypad function to select the right keys to press. But I've noticed that when making calls from VAPI, IVR systems don't leave enough time to make the right key choices. For example, under normal circumstances, after-sales service says “For a technical problem, press 1; for a commercial problem, press 2”. Then there's a pause of a few seconds for the choice to be made. And if no choice is made, we hear “Sorry, we didn't understand your choice...”. In this case, there's no pause of a few seconds. As a result, the AI has no time to activate the Dial Keypad function, and the call always ends unsuccessfully. I have a Twilio number that I bought personally, and a Twilio number that comes from VAPI. Is there a special setting to correct this, in your opinion? Thanks.
v
Hi @Théo D, I'm an AI assistant for Vapi. I'll analyze available sources and get back to you shortly.
----------------------------- **While I generate an answer, here are some sources that might be helpful**: * [Call Ended Reason]() * [Launch Screen Assets]() * [Function Calling]() * [Vapi Python SDK]() -----------------------------
### Answer It sounds like you're encountering an issue where the IVR systems do not leave sufficient pause for the AI to use the DialKeypad function effectively. This can indeed be challenging when the system quickly requires input without adequate response time. To address this issue, you might consider adjusting the 
responseDelaySeconds
parameter in the configuration of your Vapi setup. This parameter allows you to set a delay in seconds that the system waits before responding, which could help in situations where the IVR system requires a brief pause before the input can be registered. Here’s how you can adjust this setting in your call configuration:
Copy code
json
{
  "responseDelaySeconds": 2.0,  // Set this to the number of seconds you want the AI to wait before responding
  "firstMessageMode": "assistant-speaks-first",
  "voicemailDetection": {
    "enabled": true
  }
}
This configuration snippet sets a 2-second delay for the AI’s response, allowing the IVR system's message to complete and the necessary pause to occur before the DialKeypad function is triggered. Additionally, ensure that the 
DialKeypad
function is enabled and correctly configured in your assistant settings. If the problem persists, you may need to experiment with different timing settings or consult with the IVR system's documentation or support to understand if there are specific timing constraints you need to adhere to. If these adjustments do not resolve the issue, it might be beneficial to reach out to Vapi support or consult the detailed documentation to explore more advanced configurations or potential system-specific adjustments.
Got it. Tagging @User for additional help.
t
Let me clarify something. On the website of the company in question, there is a form that allows you to be called back immediately. I've set up a French number that redirects to the AI number. And there I don't have the problem, there are pauses of a few seconds to choose the right keys on the keyboard (and the AI manages to do it).
s
This problem statement is somewhat similar to one I worked on previously before joining Vapi. To solve it, you need to fine-tune the GPT-3.5 Turbo model based on the data, after which you will be able to fix this issue.
t
Honestly, I'm not sure it's an AI problem, but more a problem related to the call configuration. I tried with Bland AI. Well, their “AI” really sucks, but I can hear the pauses between the options proposed by the IVR and the answer behind. https://cdn.discordapp.com/attachments/1246168874869719112/1246181101572063335/RE87d860187c4e335128b54e6cf1c39b64.wav?ex=665b7417&is=665a2297&hm=9d868e88501ca5c7bd4edae4c460d1b460d7c3f6060ce9c14f7c95ec4a4addb3&
s
Sent you an appointment link. We can discuss it over there
t
Thanks
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