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Adding Visuals to Voice Panel - SpeechTEK 2017

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Adding Visuals to Voice Panel - SpeechTEK 2017

Traditional IVR systems limit users to speaking and listening. Enhancing voice-only communications with visual information, including menus, directories, photos, diagrams, fill-in-forms, receipts, and tickets, adds new capabilities to self-help systems. Security may be enhanced by using both voice speaker identification and face recognition. Developers who have build visual/voice systems relate their own experiences developing and using voice with visual systems and provide advice about adopting a voice with visual system for an organization.

Panelists:
Chris du Toit (CMO, Jacada)
Ahmed Furkan Gul (Digital BD Manager, Turk Telekom)
Theresa Szczurek (CEO, Radish Systems)
Jo Roman (Patient Health Educator, Clinica Tepayac)
Moderator: Crispin Reedy (Versay)

Traditional IVR systems limit users to speaking and listening. Enhancing voice-only communications with visual information, including menus, directories, photos, diagrams, fill-in-forms, receipts, and tickets, adds new capabilities to self-help systems. Security may be enhanced by using both voice speaker identification and face recognition. Developers who have build visual/voice systems relate their own experiences developing and using voice with visual systems and provide advice about adopting a voice with visual system for an organization.

Panelists:
Chris du Toit (CMO, Jacada)
Ahmed Furkan Gul (Digital BD Manager, Turk Telekom)
Theresa Szczurek (CEO, Radish Systems)
Jo Roman (Patient Health Educator, Clinica Tepayac)
Moderator: Crispin Reedy (Versay)

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Adding Visuals to Voice Panel - SpeechTEK 2017

  1. 1. Adding Visuals to Voice SpeechTEK 2017
  2. 2. Session Description Traditional IVR systems limit users to speaking and listening. Enhancing voice-only communications with visual information, including menus, directories, photos, diagrams, fill-in-forms, receipts, and tickets, adds new capabilities to self-help systems. Security may be enhanced by using both voice speaker identification and face recognition. Developers who have build visual/voice systems relate their own experiences developing and using voice with visual systems and provide advice about adopting a voice with visual system for an organization. 2
  3. 3. Panelists • Chris Du Toit – CMO, Jacada • Turk Telekom – Ahmed Furkan Gul, Digital Business Development Manager, Turk Telekom – Ozhan Teker, Digital Business Development, Turk Telekom • Theresa Szczurek – CEO, Radish Systems, LLC • Clinica Tepayac – Jo Roman - Patient Health Educator 3
  4. 4. Adding Visuals to Voice April 26, 2017 Chris du Toit, CMO, Jacada cdutoit@jacada.com
  5. 5. About UsProvide an effortless,personalized and digital experience to drive containment and next issue avoidance. Drive Digital Adoption to Lower Inbound Call Volume by at least 10%. Guaranteed. A connected Digital Customer Experience. We engage your customers where they are – whether it’s an inbound digital session, a voice inquiry, or a proactive outbound alert for true event driven engagement.
  6. 6. Copyright © 2017 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646. Turn your IVR into VIVR Digital enable your IVR Thank you for calling DCM computers. Please press 1 for English or press 2 for Spanish. Please press 1 for New Sales, 2 for Replacement parts or 3 for Support. Please press 1 for parts replacement under warranty, otherwise press 2 Please press 1 if this is a corporate account, 2 for personal accounts
  7. 7. Copyright © 2017 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646. Pivot voice callers into the digital channel • Click icon to add pictu re “Good afternoon Mr. Smith. I see you are calling about your June bill. I would be happy to answer your questions” Works on any HTML5 Device. No app required. Can also work with your mobile app Self Service Alternate: Agent Assistance
  8. 8. Copyright © 2017 Jacada, Inc. All rights reserved. Jacada Digital Solutions are protected by US patents: #9,008,288 and #8,995,646. More than “Visuals to Voice” Surface all your digital assets to your voice callers Transaction al Self- service Knowledge Base Video and rich media Virtual Agents Collaboration NPS and Survey s
  9. 9. How does it work? Quick time to market Visual IVR EngineManagement ConsoleVisual Designer VXML Connector Reporting Existing IVR Systems of Record Intelligent Assistant and NLP Context Store and Personalization
  10. 10. Leading telco in Turkey serving 38 million subscribers Fortune 50 Software Company Multinational cable, telecom and content company with over 728 million broadband subscribers and 864 million pay TV subscribers Singtel Group serves over 600 million mobile subscribers worldwide • Complex troubleshooting with embedded video content. • Sharing photos and videos • Retail (inventory, WISMO, Schedule Appointment) • Authentication • Help desk triage • Technical support for set- top boxes • Billing & Payments • Re-contracting • Activation • Technical Support • ~70% successful call containment for visual IVR users • 11% overall call reduction across 4 lines of business • Reduce AHT from 7.9m to 1.15m • Eliminate Tier-1 tech support ticketing agents • Reduce number of misrouted calls • 15% overall call reduction within the subsidiary using Visual IVR • 60% successful call containment for Visual IVR users • Over 9200 calls deflected per month (in successful pilot) Case Studies Confidential for Panel only
  11. 11. Thank You Chris du Toit Cdutoit@jacada.com
  12. 12. 12 Overview of how calls are handled 3.6 M 100% 290 K 16% *8% 1.8 M 50% 179 K 62% *5% 134 K 75% *3.7% 3.6 M incoming calls to Tivibu between June 2016 to February 2017 Visual IVR Voice Prompt played only to 50% of the incoming calls, because prompt is not played to: • Calls from PSTN numbers • Non-Türk Telekom customers • Türk Telekom Prime Customers • Numbers that IVR web services couldn’t recognize 16% of all users who have listened to VIVR Voice Prompt have preferred Visual IVR. 62% of users who have selected Visual IVR option could access Visual IVR menu successfully. This rate increased fractionally from 36% in the first month to 72% in february 75% of Visual IVR calls are handled in Visual IVR and about 25% of the sessions connected back to the agents # of Calls # of VIVR Prompts # of VIVR Opt-in # of Successful Login Visual IVR Handle Ratio * Percentage of all incoming calls 10 0 56 8 5 3.7 10 0 16 10 7.4
  13. 13. 13 Projected Results vs Obtained Results 36% 57% 69% 66% 64% 71% 67% 62% 72% 0% 10% 20% 30% 40% 50% 60% 70% 80% Successful Login Successful login 69% 71% 71% 76% 77% 78% 76% 80% 82% 60% 65% 70% 75% 80% 85% Visual IVR Handle Rate Visual IVR Handle Rate June 2016 – February 2017 Adoption Rate IVR Handle Rate Visual IVR Handle Rate Cost Saving Targeted Prepilot 10% 43% 60% 1,7% Achieved 16% 45% 75% 4,8%
  14. 14. 14 Customer Satisfaction Survey Results Visual IVR - Phone Call Interviews – Results from 421 users that have tried Visual IVR Visual IVR satisfaction in general Clear and understandable menus Design of service pages Variety of the provided services Descriptions and guidance Speed and performance Questions: Score: 7,90 7,89 8,05 7,73 7,94 7,88 Did VIVR help you find what you need? 84 % 16 % Will you recommend Visual IVR to others? 71 % 29 % 78 % 22 % Will you use Visual IVR the next time? What did you like about Visual IVR the most? • Quick, easy, practical – 29% • Design and user experience – 26% What should be better? • More content and services – 39% What problems did you have with Visual IVR? • Connectivity problems – 32% What should be improved? • Channel list and information • Create a troubleshoot • Signal information • Match information • Online chat • Direct link to Visual IVR Out of 10
  15. 15. Improving Healthcare Outcomes by ‘Adding Visuals to Voice’ (Clinical study funded in part by Prime Health of Colorado Digital Health Challenge) Jo Roman, Health Educator, Clinica Tepeyac Dr. Theresa Szczurek, CEO, Radish Systems
  16. 16. • Winning Team – Bell Labs telephony leaders • Innovators of visual solutions since 1990 –Visual IVR and Visual Live Agent • Radish ChoiceView in market/won many awards since 2011 • Partners – Montuno and other VARs / OEMs (Oracle, inContact, etc). • Healthcare Customers – Clinica Tepeyac, NW Colorado Health, payor, … • Patented – HIPAA-complaint product suite and developer tools Experts in Multimodal ‘Voice with Visuals’ Communications Confidential: Copyright © 2017 Radish Systems About Radish Systems
  17. 17. Clinica Tepeyac • Federally Qualified Health Center (FQHC) • Medical, behavioral health, and health promotion services • FQHCs are measured on quality outcomes, such as Diabetes, Hypertension, birth weight • Metro Denver Area • Serves 5,000+ patients, 15,000 patient visits per year • High underserved, uninsured, and low-income • Struggle to find affordable/accessible healthcare • High demand, long wait lists at other Colorado health providers • Many patients travel long distances, most use the public transportation. • Patients without insurance will be put on waitlists with other health providers • Great interest in telehealth to serve more people at their own home, time CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.
  18. 18. Phone Calls Help Remote patients need better communications: • Ongoing coaching • Medication adherence • Triage (immediate help) • Post-testing results • Post-procedure follow-ups • Schedule appointments and confirmations • Education and teaching Thanks to: https://encrypted- tbn1.gstatic.com/images?q=tbn:ANd9GcQotodlS8gAb8PcLTksSaLJt8NWtXGjc7mrOs4iXtGgOZ6J1eWM CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.
  19. 19. Challenges Patients • Confused by Doctor’s orders • Call multiple times for clarification and reminders • Need Spanish visual information • Believe telehealth would help them • Many can’t come for office visits • Many travel long distances by public transportation Clinica • Wants to efficiently serve more people • Wants to help via telehealth CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.
  20. 20. GOAL: Make phone calls even better and improve outcomes CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.
  21. 21. What is ChoiceView? Solution: Add Visuals to Voice! “ Share visual content in real-time during calls For ALL callers, including smartphone and browser users CONFIDENTIAL | © 2016 Radish Systems. All rights reserved.
  22. 22. See demo video: http://www.radishsystems.com/videos/radish_healthcare_ivr.mp4
  23. 23. Clinica Use Case Health Coach calls high risk Type 2 Diabetics • Goal: Improve Outcomes from Self-Management with Telehealth Coaching • Set goals to reduce A1c • Learn to better manage their disease through healthy eating and fitness CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.
  24. 24. Clinica Use Case • Patient uses phone call as usual • Health Coach starts visual sharing with SMS text • Patient has easy access via web app • Health Coach shares visual or website • Approval form, content library, website, video clip • Content can be Multi-lingual (English or Spanish) • Patient shares a visual (approval form) • Patient saves visual for later reference CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.
  25. 25. Provider Clinical Case Study: TeleHealth Coaching of Diabetics Results: • Positive impact on Care. • “ChoiceView is very helpful! • “It increases understanding.” • “I got my A1c numbers down.” • Reduced Costs to patients. CONFIDENTIAL | © 2017 Radish Systems. All rights reserved. CONFIDENTIAL | © 2017 Radish Systems. All rights reserved
  26. 26. Next Steps • Expand Visual Live Agent to Contact Center, Scheduling, Triage • Expand to “Dosecast with ChoiceView” for medication adherence and telecare calls. CONFIDENTIAL | © 2017 Radish Systems. All rights reserved
  27. 27. ChoiceView Visual IVR at Clinica Tepeyac CONFIDENTIAL | © 2017 Radish Systems. All rights reserved
  28. 28. Try “Adding Visuals to Voice! Radish Systems 720-440-7560 (corporate) Theresa Szczurek, CEO TMS@RadishSystems.com @RadishSystems Clinica Tepeyac 720-274-2923 (corporate) Jo Roman, Health Educator JRoman@ClinicaTepeyac.org @ClinicaTepeyac CONFIDENTIAL | © 2017 Radish Systems. All rights reserved.
  29. 29. Key Questions • Why did your organization choose to add visuals to voice communications? • How has adding visuals affected your customer experience and other business outcomes? • What advice or selection criteria would you give others that want to add voice with visuals solutions? • What are the disadvantages of using Visual IVR? • Is there a problem keeping the Visual IVR code consistent with the voice-only code? 29

Editor's Notes

  • At the most basic level, Visual IVR turns your IVR into a digital channel and instead of listening to audio options, the user can see the options and interact through a rich digital interface.
  • However, it’s not just about making your IVR Visual. They can have a rich self-service experience and reach out to an agent with full continuity. More importantly, it’s about taking your voice callers and putting them into the digital channel. And because they’re in the digital channel, now you can merge all your digital assets into one convenient interface. For example…[next slide]
  • Point 1: Can reuse your VXML/existing IVR for a quick implementation.
    Point 2: Can use the graphical designer to build new, enhanced flows
    Which can utilize your systems of record (CRM, billing etc) to surface more data and improve self-service through our transactional capabilities.
    As we mentioned you can bring in digital assets such as our Intelligent Assistant and NLP
    And we can use our or your context store to keep the interaction history
    All conveniently managed by a management console to approve interactions, revert, access reporting and more.
  • Clinica’s TeleHealth coaching needs? Switch slides 6 and 7?
  • Can’t put phone on top of left-side phone and keep it stable – this one is fine and shows another graphic that is useful for health coaching.
  • In the ppt.
  • Add blank slides that are “in case”.

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