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Using Speech IVR and analytics to communicate and serve your customers
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Using Speech IVR and analytics to communicate and serve your customers

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There are more than 5 billion mobile communication users in the world today, using the web, chat, email and phone to communicate with your business. Your customers expect you and your company will …

There are more than 5 billion mobile communication users in the world today, using the web, chat, email and phone to communicate with your business. Your customers expect you and your company will provide the best customer experience, regardless of communication channel. Today we will show you how you can deliver the best customer experience by leveraging today’s best-in-class speech recognition and analytics technologies.

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    • 1. AMP UP your Customer’s IVR with Speech! Todd Marthaler Customer Success ManagerAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
    • 2. 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.Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 3. The Power of SpeechAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 4. The Power of SpeechState 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!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 5. Easy to Follow and Understand “My Bank”Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 6. Best PracticesAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 7. Best PracticesMake 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!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 8. Best PracticesMake 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.Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 9. 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?”Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 10. Getting a Bank BalanceAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 11. 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.Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 12. Speech Recognition ExampleAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 13. 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.Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 14. Three parts to speech analytics1. 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 time2. 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-line3. Mixture of the two The true analysis comes into play here • Some are trying this, but not proven yetAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 15. 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 opportunitiesAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 16. 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 integrationAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 17. Interaction Analyzer: Supervisor View…Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 18. Interactive Speech Analytics -Inbound oAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 19. Interactive Speech Analytics -OutboundAvtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 20. 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).Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 21. 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.Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 22. 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!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 23. Questions?Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 24. Thank you!Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
    • 25. Avtex Customer Conference 2012The Intersection of Technology and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012

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