The document discusses improving IVR self-service through the use of speech analytics to enhance caller experience and business metrics. It emphasizes addressing IVR tuning challenges, understanding caller intent, and leveraging latent assets such as call logs and customer data. Recommendations include integrating analytics tools and CRM data to optimize interactions and drive proactive improvements in customer care.

1. Improving IVR Self-Service
Using Speech Analytics
SpeechTEK - May 2016
Dr. Sunil Issar

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TOPICS COVERED
1. IVR Tuning Challenges
2. Latent Assets
3. Conclusions

3. © Copyright VOZIQ, 2016
Increase routing accuracy
WHAT IS THE PROBLEM?
Grammar updates:
Add synonyms, Remove phrases
How can we improve IVR business
metrics?
Current Approach: IVR
tuning
Increase CSAT score
Increase containment rate
Update settings:
Timeout, Confidence thresholds
Update prompts
Less frequent:
Combine/delete/new dialog modules

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WHAT’S MISSING?
WHAT CUSTOMERS REALLY NEED?
??
What is the caller intent?
Why did the caller opt-out?
Why did the caller transfer after
successfully using self-service?
Why did the caller abandon?

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IMPACT ON CALLER EXPERIENCE
Callers get frustrated
Abandons
Failures
Zero-outs
“Colorful” language

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1. IVR Tuning Challenges
2. Latent Assets
3. Conclusions

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REPORTING Vs. ANALYTICS
Current State: Reporting Future State: Analytics
What Happened? Why Did It Happen?
Containment
Abandons
Termpoint
Opt-outs

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AVAILABLE DATA
Current State: Tuning Data
Other data sources?
Platform logs
ASR logs
Contact Center
Future state: multi-channel

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Text
My flight is
delayed.
What are my
choices...
What is the
gate
information
for my
flight...
What is the
cheapest
flight...
Can I get an
upgrade? Text
Is this a
dissatisfied
customer?
How can I
improve
lifetime
value?
What is
driving bad
CX?
Is this
customer
at risk?
Post-Call
Agent Notes
Call Recordings, Post-Call
Notes, Survey Data
70% Customers Prefer
Calling Customer Care For
Their Issues
Analytics Engines
Leverage the latent
assets with analytics
Remove customer experience
blind spots and make
decisions with confidence
Customer Intent, Effort
& Sentiment Calculation
LEVERAGE YOUR LATENT ASSETS TO
UNCOVER CALLER INTENT
Call Recordings
IVR/ASR LOGS
Survey Data

10. © Copyright VOZIQ, 2016
WHY DO CALLERS TRANSFER?
What was said in the IVR What was done in the Call Center
Time Utterance NL Tag Comments
December 31st 2015 14:17:19:000pay bill PAYMENT_MAKE
xxx called. Went over pymnts rcvd and
explained blnc. She said will mail
pymnt.
December 31st 2015 14:14:42:000making a payment PAYMENT_MAKE
account used xxx type Visa for the
amount xx
December 31st 2015 14:12:55:000pay my bill PAYMENT_MAKE reviewed bal. verified payment of xx
December 31st 2015 14:12:47:000make payment PAYMENT_MAKE cld to update cc info.
December 31st 2015 14:11:00:000make a payment PAYMENT_MAKE
cl for blnce info. Advsd of billing
cycles.
December 31st 2015 14:09:54:000make a payment PAYMENT_MAKE pymnt
December 31st 2015 14:08:37:000I'd like to make paymentPAYMENT_MAKE xxx called md 1xcc pymt.
December 31st 2015 14:01:11:000speak to representative to pay my billPAYMENT_MAKE cld about auto pay

11. © Copyright VOZIQ, 2016
OTHER IMPROVEMENT SCENARIOS
Caller said
agent in IVR
Caller called 5
times in the last
3 days for tech
support
Caller
complained on
the previous
call and he is at
the end of his
contract
Happy caller,
who never
called in the
last 6 months,
qualified for a
promotional
product

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OTHER EXAMPLES

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CALL VOLUME INCREASED!

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BUT THE FCR DECREASED…

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WHAT CAUSED THE FCR TO FALL?

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1. IVR Tuning Challenges
2. Latent Assets
3. Conclusions

17. © Copyright VOZIQ, Inc. 2016
Focus on cradle to grave tracking to
identify IVR problem states
IMPROVING IVR METRICS
Focus on frequent transactions/categories for
IVR enhancements
Use Predictive Modeling to improve
caller experience

18. © Copyright VOZIQ, Inc. 2014 WWW.VOZIQ.COM
TAKEAWAY 1: LISTEN @ SCALE
THROUGH CALL CENTERS
After Calls: Text Analytics/Sentiment Analysis
on Agent Notes, Survey Data
& Call Recordings
During Calls: Call Recordings
& Quality Monitoring
Before Calls: IVR Call Reasons (NL or Menus)
(Tell us why you are calling today?)
Cradle to Grave tracking to identify IVR opportunities & business metrics based on:
Customer Intent | Customer Effort | Customer Sentiment
Customer Interactions to Listen,
Understand & Act on Customer
Issues Proactively
Agent
Notes
IVR

19. © Copyright VOZIQ, Inc. 2014 WWW.VOZIQ.COM
UNIFIED CONTACT
CENTER DATA
UNIFIED CONTACT
CENTER DATA
Cradle to Grave Analytics on
Interaction & CRM Data
Integrate IVR Logs with Call Center Records,
Demographics & Transactions (CRM Data)
Optimize IVR, Boost Revenue, Improve
Retention and Drive NPS
TAKEAWAY 2 : INTEGRATE
INTERACTIONS WITH CRM DATA

20. CONCLUSIONS
And lead to pro-active
actions in IVR
Speech and Text Analytics tools along with Multi-
channel & CRM data can help identify
Improving caller experience and
business metrics
Caller intent
IVR issues

21. Thank You!(+888) 427-2328
info@voziq.com
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