Using Speech IVR and analytics to communicate and serve your customers

AMP UP your Customer’s IVR with
Speech!
Todd Marthaler
Customer Success Manager

Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012

Agenda

• Power of Speech in the Customer Experience.
• Best Practices.
• Integrated Voice Response-Where’s the Beef?
• Leveraging Speech Recognition-Good and Bad
• Speech Analytics and the Mobile Gen.
• Case Studies and Technology Application.
• Question and Answers.


The Power of Speech


The Power of Speech
State the Case!

• “There are 5 Billion Mobile Users in the World Today” –
Microsoft.
• It still costs you 3X to regain a customer than to retain them.
• Customers expect a Speech IVR Experience demonstrating
knowledge of:
How they prefer to communicate.
What their experience has been.
Where they left off.
Make it personal!
Keep it simple!


Easy to Follow and Understand
“My Bank”


Best Practices


Best Practices
Make it Personal

• Customize the Experience – make it relevant
to their needs.
• Reach Out, Don’t Wait – design proactive
outbound dials to troubleshoot, resolve and
provide options in sales and service.
• Be a prognosticator! – Use prior experience
and last activity history to show you know
your customer!


Best Practices
Make your goals S-M-A-R-T

• Define your goals.
• What are your customer’s goals?
• Create, Measure, Understand your Customer
Experience from their eyes and yours.
• Refine and Re-design.


DTMF IVR – “The Foundation”

• Definition = Typically a single, one-way transaction, key
pad entry and electronic voice.
• Review current call flow.
• Identify process improvement opportunities.
• Evaluate interaction types for single transactions.
• Pin point missing prompts and define new prompts to
simplify the customer experience.
• Ensure prompts provide acknowledgement of entry
and verification to customer – “Is that right?”


Getting a Bank Balance


Leveraging Speech Recognition
• Definition = Command and Control
Methodology, Small List of key words and
phrases for a single speaker.
• Potential Applications – Multi-tiered account
verification, order taking, ship to notifications,
bi-lingual requirements, third party
verifications.
• Technology Solutions – Leveraging Nuance and
Loquendo for CIC IVR.


Speech Recognition Example


Speech Analytics – Serving the Mobile Gen.
• Natural, two-way conversation.
• Provide list of words or phrases for two person
dialogue.
• 70% of key words/phrases spotted with 5 false
positives per hour.
• Potential Applications – Interactions and
transactions requiring multiple exchanges of
information, ability to drive outbound notifications
for multiple transactions.
• Technology Solutions – Interactive Intelligence
Interaction Analyzer, Voxeo.

Three parts to speech analytics
1. Audio mining or word spotting:
Searches for specific key words and categorizes conversation
• Most commonly used form of speech analytics
• Most common offering from S.A. vendors
• Most vendors perform in an off-line mode – not real time
2. Emotion Detection
Listens to acoustics for inflection and raised emotional levels
• Not as common, harder to do
• Few vendors are providing this
• Can be performed on-line or off-line
3. Mixture of the two
The true analysis comes into play here
• Some are trying this, but not proven yet


Why Use Analytics?

• Root cause / trend analysis – why are people calling –
proactively reduce calls.
• Identify repeat callers – reduce call volume –
“promised to call me back”, “you said you’d call me
back”, “called multiple times”, etc.
• Identify opportunities for automation –reduce
average call length by identifying automation
opportunities


Interaction Analyzer
• Real-time Interaction Keyword Spotting
• Real-time Interaction Supervisor Views
– View words spotted and score statistics for real-time supervisory monitoring
and control
– Alert on calls with low/high agent/customer scores
• Interaction Recorder Integration
– Associates spotted keywords with call recordings for additional recording
search capabilities
– Presents spotted keywords in recording with ability to jump to spotted words
• Keyword Spotting Reporting
– Initial reports for category trends by queue /agent, summarized keyword
statistics by period, etc
• Real-time Customization on Server and Client Side
– Handler initiator allows any action to be taken when keyword/phrase spotted
– Real-time IceLib access to spotted keywords for customizing of desktop
integration


Interaction Analyzer: Supervisor View…


Interactive Speech Analytics -Inbound

o


Interactive Speech Analytics -Outbound


Case Studies
• Business Vertical – Domestic Airline Carrier.
• Goals – Personalize the IVR, Provide Faster
Service, Lower Contact Center Cost.
• Results
 26% Reduction in Abandon Calls.
 60% faster task completion.
 Doubled Automation rate of calls- 14% to 27%. (Flight
and reservations status).


Case Studies

• Business Vertical – Magazine/Catalog Fulfillment.
• Goals – Reduce Call Times, Increase Customer
Satisfaction, Incorporate upselling, Improve Upon
Simple Transaction Completion Rate in IVR (was 15%).
• Results (with Speech Recognition)
 Completion Rate- 92%.
 Reduce Average Handle Time by average of 20 seconds.
 Reduced Spikes in Call Volume.


Call to Action

• Understand your Customers’ Experience!
• Make it Personal!
• Make it Productive and Positive!
• Talk to your Avtex Customer Success Manager
or Account Executive!


Questions?


Thank you!


Using Speech IVR and analytics to communicate and serve your customers

Recomendados

Recomendados

Más contenido relacionado

Más de Avtex

Más de Avtex (20)

Using Speech IVR and analytics to communicate and serve your customers

Notas del editor