VoiceObjects 

Improving the Customer Experience with
Personalization, Reporting and Analytics


Tobias Goebel, Sales Engi...
Personalization




                    WHAT   ?




2   © Voxeo Corporation
Personalization: WHAT?




                          “Personalization involves using
                          technology ...
Personalization: WHAT?


                                      Not all customers
                                      are...
Personalization: WHAT?

                      Group Level                                    1:1 Personalization

        ...
Personalization: WHAT?

    “Remember Me”
            Short term – calling again within a few hours
              •  Ask ...
Personalization: WHAT?

    “Adapt to Me”
            Preferences
              •  Language, input mode, persona, channel...
“Natural Dialog Management”

      Ensure human-like, natural interaction with
      caller – let them control the dialog,...
Implicit Correction

                          Allow the caller to correct the system without
                           ...
Mixed Initiative Dialogs

                          Allow the caller to steer the dialog freely



    “Service plan, cus...
Adapt-to-Caller

          Adapt to caller‘s speaking style: Synonyms




 “How can I help you?”                         ...
Adapt-to-Caller

          Adapt to caller‘s speaking style: Number Patterns

                1-2-3 6-9-0-0              ...
Personalization




                     WHY   ?




13   © Voxeo Corporation
Personalization: WHY?


                                         Improve Caller
                                          ...
Enable Up-Sell and Cross-Sell

                             Since you are one of our high
                         net wor...
Personalization




                     HOW   ?




16   © Voxeo Corporation
VoiceObjectsʼ Layer Concept

     Efficient management of dynamic, personalized applications

      Features
            ...
Layers Manage Complexity




   1 Object           2 Layers   6 different prompts to play
                                ...
Flexibility: The Menu Object

            Dynamic settings for menu items
              •  Show/hide menu options
       ...
Reporting: Menu Navigation

Service Definition              Reporting on Service Usage




              Change default
  ...
Adapt-to-Me

   Adapt-to-Preferences
         Language, input mode, persona, channel, ...


   Adapt-to-Style
         Spe...
Example: Prime Telecom


                                            Time-dependent Greeting

                            ...
Reporting: Personalization

 Question: How does call flow personalization work for our callers?


Application success
anal...
More Reporting




                     Improving      Caller Experience
                           through Reporting & A...
Reporting on Business Tasks

                          Business tasks represent a
                           business vie...
Business Tasks: Completion Rates

                          Cross-channel
                          Reporting

           ...
Individual Call Analysis

                                                        Show only Calls where
                  ...
Individual Call Analysis




                        Step 2:
                       Select Sessions from List

© Voxeo Cor...
Individual Call Analysis




                                                    Step 3:
                                 ...
Improve your Customer Care Now!
          (But first enjoy the rest of the show)




30
Voxeo Summit 2010: VoiceObjects Personalization
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Voxeo Summit 2010: VoiceObjects Personalization

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At the Voxeo Customer Summit 2010, Tobias Göbel explained the power of personalization in customer communication and how Voxeo's VoiceObjects environment can allow you to rapidly create personalized communication systems.

More information at:
http://www.voxeo.com/
http://www.voxeo.com/summit2010

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Voxeo Summit 2010: VoiceObjects Personalization

  1. 1. VoiceObjects 
 Improving the Customer Experience with Personalization, Reporting and Analytics
 Tobias Goebel, Sales Engineering
  2. 2. Personalization   WHAT ? 2 © Voxeo Corporation
  3. 3. Personalization: WHAT? “Personalization involves using technology to accommodate the differences between individuals” Wikipedia 3 © Voxeo Corporation
  4. 4. Personalization: WHAT? Not all customers are equal... ... ...but when it comes to phone self-service, we treat them all the same 4 © Voxeo Corporation
  5. 5. Personalization: WHAT? Group Level 1:1 Personalization •  Customer segment •  Personalized greeting •  Customer value •  Relevant menu choices •  Language preference •  Remember last transactions •  Address or region •  Shortener or longer dialogs •  ... •  ... Hello Maria, welcome back to Prime Bank! Please enter your PIN... Your current checking account balance is $2450. The last time you called, you transferred money from your Line of Credit Account to your Checking Account. Do you want to do that again? © Voxeo Corporation
  6. 6. Personalization: WHAT? “Remember Me”   Short term – calling again within a few hours •  Ask if the caller is calling for the same reason again •  Pick up and resume unfinished task   Mid term – analyzing usage patterns over weeks •  Proactively offer most frequently used service before playing main menu options •  “Predict” reason for calling •  Dynamical sorting of menu items (by usage frequency) 6 © Voxeo Corporation
  7. 7. Personalization: WHAT? “Adapt to Me”   Preferences •  Language, input mode, persona, channel, ...   Speaking Style •  Synonyms, number patterns, speed, ...   Experience •  Offer short cuts and shorter prompts for power users •  A power user might be a novice in other service parts!   Portfolio •  Reflect only products and services aligned with caller’s subscription 7 © Voxeo Corporation
  8. 8. “Natural Dialog Management” Ensure human-like, natural interaction with caller – let them control the dialog, adapting to their speaking style   Basic features   Advanced features •  Barge-in •  Mixed-initiative dialogs •  Global commands •  Implicit correction •  Random Prompting •  Natural pronunciation •  Multilingualism •  Adapt-to-me •  N-Best result handling © Voxeo Corporation
  9. 9. Implicit Correction   Allow the caller to correct the system without explicit confirmation steps “What type of credit card are you using?” “It’s an AmEx Card.” “Okay. what’s the number of your MasterCard?” “No, it’s AmEx!” “Sorry about that. What’s the number or your AmEx?” “3469 - …” © Voxeo Corporation
  10. 10. Mixed Initiative Dialogs   Allow the caller to steer the dialog freely “Service plan, customer data, billing questions, or support?” “I have a Billing question.” “Okay, Billing. What’s your invoice number, please?” “Oh, I want to update the expiration date of my Visa card!” “Sure. What’s the new expiration date of your Visa card?” © Voxeo Corporation
  11. 11. Adapt-to-Caller   Adapt to caller‘s speaking style: Synonyms “How can I help you?” “How can I help you?” “I have a problem with my “I have a problem with my Internet connection.” DSL connection.” “ You said you have a problem with your “I understood you have a problem with your DSL Internet connection, right?” connection, right?” “That’s right.” “Yes, correct.” Transfer to Agent. Screen Pop=“DSL Problem” © Voxeo Corporation
  12. 12. Adapt-to-Caller   Adapt to caller‘s speaking style: Number Patterns 1-2-3 6-9-0-0 1 - 23 - 6900 “Your phone number, please?” “Your phone number, please?” “one two three, six nine zero “one , twenty-three, sixty- zero ” nine hundred “Ok, one two three, six nine zero zero. “Ok, one, twenty-three, sixty-nine Correct?” hundred. Is that correct?” “Correct.” “Yes, that’s right.” © Voxeo Corporation
  13. 13. Personalization   WHY ? 13 © Voxeo Corporation
  14. 14. Personalization: WHY? Improve Caller Experience Optimize thru Reporting and Up-Sell and Analytics Cross-Sell Lower Increase Maintenance Automation Costs 14 © Voxeo Corporation
  15. 15. Enable Up-Sell and Cross-Sell Since you are one of our high net worth customers with an average For taking our customer survey, monthly balance of over $5,000, would we’ll deposit 50 free text messages in you like information on our new high rate your account. Would you like start the money market account? survey now? Mobile Banking Surveys •  Account Info •  Voice and Web questionnaires •  Transfers •  Open, pre-coded, battery questions •  Transaction History •  Drill down analytics on results Thanks for reporting that pot hole I noticed you exceeded your 500-minute problem. Would you like service. The 750-minute service plan is information about the next Roads only $69 per month. Would Commission meeting? you like more information? City Portal Mobile Carrier Portal •  Event information •  Service Problem •  Report a problem •  Top off minutes •  Sign up for service •  Purchase service 15 © Voxeo Corporation
  16. 16. Personalization   HOW ? 16 © Voxeo Corporation
  17. 17. VoiceObjectsʼ Layer Concept Efficient management of dynamic, personalized applications  Features   Adapt system responses at call time   Examples: –  Multi-persona design –  Multiple languages –  Caller history / experience –  Customer status –  Voice / DTMF  Benefits   Keeps development and maintenance costs down!   Simplifies management of complex services 17 © Voxeo Corporation
  18. 18. Layers Manage Complexity 1 Object 2 Layers 6 different prompts to play at call time © Voxeo Corporation
  19. 19. Flexibility: The Menu Object   Dynamic settings for menu items •  Show/hide menu options •  Auto-numbering vs. fixed key assignments Example 2 •  Dynamic menu ordering Inputmode Voice Sort order Default Example 1 Numbering Fixed keys Inputmode DTMF Billing No Sort order Custom Numbering Auto Billing Yes [Initial] What do you want to do: review your service plan, edit personal data, or talk to support? Please select: To edit your personal data, press 1. [2nd NoMatch] I‘m sorry I still didn‘t get that. You For billing questions, 2. can also use the key pad: To review your service For support, 3. Or to review plan, press 1; to edit personal data, press 2, or your service plan, press 4. for support, press 4. © Voxeo Corporation
  20. 20. Reporting: Menu Navigation Service Definition Reporting on Service Usage Change default order of items! © Voxeo Corporation
  21. 21. Adapt-to-Me Adapt-to-Preferences Language, input mode, persona, channel, ... Adapt-to-Style Speaking style, synonyms, number patterns, ... Adapt-to-Experience First-time caller / novice user / power user Adapt-to-Transaction History Self-service transaction history: predict reason for calling Adapt-to-Portfolio Reflect only products and services aligned with caller‘s subscription © Voxeo Corporation
  22. 22. Example: Prime Telecom Time-dependent Greeting Main Menu Announcement for Infrequent Caller (Not required in Web Channel) Up-Sell Opportunity through CRM Lookup http://developers.voiceobjects.com/ 22 © Voxeo Corporation
  23. 23. Reporting: Personalization Question: How does call flow personalization work for our callers? Application success analysis by Layer states (e.g. Customer segments, …) At call termination, 78.6% of callers had Call duration is authenticated shorter for Platinum users © Voxeo Corporation
  24. 24. More Reporting   Improving Caller Experience through Reporting & Analysis 24 © Voxeo Corporation
  25. 25. Reporting on Business Tasks   Business tasks represent a business view “on top” of the call flow definition   Task execution results are automatically logged to Infostore   Business task related metrics •  Number of attempts •  Completion/success rate •  Failure rate (by category) •  Task completion duration •  Caller behavior analysis during task completion •  Aggregated metrics on recognition quality © Voxeo Corporation
  26. 26. Business Tasks: Completion Rates Cross-channel Reporting Business-level statistics on Task completion rates … but 82% actively aborted the “Order” transaction … … and there were recognition problems and hangups while entering new credit card data “Update Expiration Date” was very successful … © Voxeo Corporation
  27. 27. Individual Call Analysis Show only Calls where the task “Enter New Credit Card” failed due to a recognition failure … only Calls with certain customer segments … only Calls that Step 1: terminated in a given Define Filter Criteria Input State or Module © Voxeo Corporation
  28. 28. Individual Call Analysis Step 2: Select Sessions from List © Voxeo Corporation
  29. 29. Individual Call Analysis Step 3: Analyze Session Inspect dialog Caller hung up after steps associated with the task two failed speech Listen to recognitions attempts utterance recordings © Voxeo Corporation
  30. 30. Improve your Customer Care Now! (But first enjoy the rest of the show) 30

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