How to add speech analytics into any multi-party platform using Twilio and VoiceBase Call centers only listen to 5% of customer calls

1. a
HOW TO BUILD NEXT GENERATION SPEECH ANALYTICS INTO
ANY MULTI-PARTY PLATFORM
NISHA GEORGE / TWILIO & JAY BLAZENSKY / VOICEBASE

2. 5%

3. CALL CENTERS ONLY LISTEN TO 5% OF
CALLS

4. 100%

6. NEW INNOVATION

7. TWILIO PROGRAMMABLE VOICE
RECORDING
CONFERENCING TWIML
TRANSCRIPTION
QUEUES
PSTN WEBRTC SIP
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

8. MONO CHANNEL RECORDING
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

9. DUAL CHANNEL RECORDING
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

10. <Dial> Calls
ENABLE DUAL-
CHANNEL
RECORDING
<RESPONSE>
<DIAL RECORD=“RECORD-FROM-ANSWER-DUAL">+14155551234</
DIAL>
</RESPONSE>
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

11. Outbound API Calls
ENABLE DUAL-
CHANNEL
RECORDING CURL -XPOST HTTPS://API.TWILIO.COM/2010-04-01/ACCOUNTS/
AC7559B06DE2B7BC53CC8616F248DE4B73/CALLS.JSON
-D “URL=WWW.MYTWIML.COM”
-D "METHOD=GET"
-D "TO=%2B19153564260"
-D "FROM=%2B13234585586"
-D "RECORD=TRUE"
-D "RECORDINGCHANNELS=DUAL"
-U ‘{ACCOUNTSID}:{AUTHTOKEN}’
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

12. VOICEBASE RECORDING ANALYTICS

13. THE PERFECT STORM
SPEECH TECH &
MACHINE LEARNING
TELECOM APIs
(access to recordings)
SCALE
COST
MASSIVE
OPPORTUNITY
SPEECH ANALYTICS
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE

14. A NEW DAY
JAY BLAZENSKY | @JAYBLAZENSKY
MACHINE
TRANSCRIPTION
ACCURACY
COST
SPEED
SCALABILITY
NISHA GEORGE | @NEGEORGE
PCI / PII REDACTION
CUSTOM VOCABULARY
PRIORITY QUEUING
PARALLEL PROCESSING

15. USE CASES
!!!!!!!!!!!!!!!!!!!!!!!
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
Lead Scoring
Compliance
Agent Monitoring
Voice of the Customer
Keyword
Spotting

16. USE CASES
!!!!!!!!!!!!!!!!!!!!!!!
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
Keywords
(client)
Lead Scoring
Voice of the Customer
Keywords
(Agent)
Compliance
Agent Monitoring

17. USE CASES
!!!!!!!!!!!!!!!!!!!!!!!
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
Human Call Scoring
(Tagging)
Hot Lead Pre-churnNon-prospect Upsell Opportunity
Auto Call Scoring
(Predictive Analytics)
Hot Lead Pre-churnNon-prospect Upsell Opportunity

18. Auto score 100% of your calls with better
accuracy at a fraction of the cost3
HOT LEAD
APPOINTMENT
1ST TIME CALLER
PRE-CHURN
VoiceBase creates 10K - 20K columns of
data and applies machine learning2
Upload pre-tagged call data where
event is present and not present1
Hot Lead
Not Hot Lead
BUILDING A PREDICTIVE MODEL
Appointment
Not Appointment
Event ‘X’ Present
Event ’X’ Not Present
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
Confidence scores
4

19. DEMO
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE

20. MARKETECTURE
caller& agent&
Twilio&
(Dual&Channel)&
REST%API%
File%
f1% f2% fn%.%.% .%.%
Transcript*
Keywords*
Predic2ons*
RESULTS'
JSON%
%%%callback%URL%
%%%TXT,%RTF,%SRT%
%%%billing/usage%
Applica'on*
B*I*
DW*
……..#..…….#
Business#
Decision#
Maker#
CRM$
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

21. Send your recording
to the VoiceBase API
ENABLE
VOICEBASE
CURL -X POST HTTPS://APIS.VOICEBASE.COM/V2-BETA/MEDIA
--HEADER "AUTHORIZATION: BEARER $TOKEN”
--FORM MEDIA=HTTP//API.TWILIO.COM/RE1234
--FORM CONFIGURATION=@CONFIG.JSON
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

22. {
"CONFIGURATION":{
"INGEST":{
"CHANNELS":{
"LEFT":{
"SPEAKER":"AGENT"
},
"RIGHT":{
"SPEAKER":"CALLER"
}
}
},
"PUBLISH":{
"CALLBACKS":[
{
"URL":"HTTPS://WWW.YOUR-URL.COM",
"METHOD":"POST",
"INCLUDE":[
"TRANSCRIPTS",
"KEYWORDS",
"TOPICS",
"METADATA"
]
}
]
}
}
}
Specify your
configuration
ENABLE
VOICEBASE
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

23. "KEYWORDS":{
"WORDS":[
{
"T":{
"CALLER":[
"203.89",
"234.31"
],
"AGENT":[
"290.12"
]
},
"NAME":"INSTALLATION"
},
{
"T":{
"CALLER":[
"100.82",
"199.71"
]
},
"NAME":"INTERESTED"
},
{
"T":{
"AGENT":[
"90.39",
"201.33"
]
},
"NAME":"CONTRACT"
}
]
}
Review your results
ENABLE
VOICEBASE
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

24. SUMMARY
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
!!!!!!!!!!!!!!!!!!!!!!!
“The one with with the most data (information) wins”
ADMITONE
Section
Row
Seat
Event
23
F
W7
DE
Opportunity
UNLIMITED
BIG VOICE
API Key
5d294h8c23r99KX26Uj23j486h31
Complimentsof
TWILIO+VOICEBASE

25. NISHA GEORGE JAY BLAZENSKY
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY