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Improving IVR Self-Service
Using Speech Analytics
SpeechTEK - May 2016
Dr. Sunil Issar
© Copyright VOZIQ, 2016
TOPICS COVERED
1. IVR Tuning Challenges
2. Latent Assets
3. Conclusions
© Copyright VOZIQ, 2016
Increase routing accuracy
WHAT IS THE PROBLEM?
Grammar updates:
Add synonyms, Remove phrases
How c...
© Copyright VOZIQ, 2016
WHAT’S MISSING?
WHAT CUSTOMERS REALLY NEED?
??
What is the caller intent?
Why did the caller opt-o...
© Copyright VOZIQ, 2016
IMPACT ON CALLER EXPERIENCE
Callers get frustrated
Abandons
Failures
Zero-outs
“Colorful” language
© Copyright VOZIQ, 2016
1. IVR Tuning Challenges
2. Latent Assets
3. Conclusions
© Copyright VOZIQ, 2016
REPORTING Vs. ANALYTICS
Current State: Reporting Future State: Analytics
What Happened? Why Did It...
© Copyright VOZIQ, 2016
AVAILABLE DATA
Current State: Tuning Data
Other data sources?
Platform logs
ASR logs
Contact Cente...
© Copyright VOZIQ, 2016
Text
My flight is
delayed.
What are my
choices...
What is the
gate
information
for my
flight...
Wh...
© Copyright VOZIQ, 2016
WHY DO CALLERS TRANSFER?
What was said in the IVR What was done in the Call Center
Time Utterance ...
© Copyright VOZIQ, 2016
OTHER IMPROVEMENT SCENARIOS
Caller said
agent in IVR
Caller called 5
times in the last
3 days for ...
© Copyright VOZIQ, 2016
OTHER EXAMPLES
© Copyright VOZIQ, Inc. 2016
CALL VOLUME INCREASED!
© Copyright VOZIQ, Inc. 2016
BUT THE FCR DECREASED…
© Copyright VOZIQ, Inc. 2016
WHAT CAUSED THE FCR TO FALL?
© Copyright VOZIQ, 2016
1. IVR Tuning Challenges
2. Latent Assets
3. Conclusions
© Copyright VOZIQ, Inc. 2016
Focus on cradle to grave tracking to
identify IVR problem states
IMPROVING IVR METRICS
Focus ...
© Copyright VOZIQ, Inc. 2014 WWW.VOZIQ.COM
TAKEAWAY 1: LISTEN @ SCALE
THROUGH CALL CENTERS
After Calls: Text Analytics/Sen...
© Copyright VOZIQ, Inc. 2014 WWW.VOZIQ.COM
UNIFIED CONTACT
CENTER DATA
UNIFIED CONTACT
CENTER DATA
Cradle to Grave Analyti...
CONCLUSIONS
And lead to pro-active
actions in IVR
Speech and Text Analytics tools along with Multi-
channel & CRM data can...
Thank You!(+888) 427-2328
info@voziq.com
www.voziq.com
Facebook.com/voziq
Twitter.com/voziq
11951 Freedom Drive
Reston, VA...
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Improving IVR Self-Service Using Speech Analytics

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IVR is tuning focuses on identifying speech recognition and application issues using IVR and speech recognizer logs. However, other data sources (such as customer satisfaction surveys, agent notes, and quality monitoring data) provide valuable insight into caller behavior and also explain why callers transfer out of IVR systems.Check out the presentation by Dr. Sunil Issar, Director – VOZIQ, at SpeechTEK 2016, and learn about the potential of speech analytics in improving IVR. To know more about Sunil, please visit http://voziq.com/about-us/

Published in: Data & Analytics
  • Interesting -- I'm looking for Best Practices and more detail on reference here to 'random sampling of IVR' interaction, thought there would be some meat in here. We are looking to build a means of formaly and regularing measnuring successes and monitoring failures. Looking for the areas where improvements would have the fastest rate of return and highest CSAT impacts.
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Improving IVR Self-Service Using Speech Analytics

  1. 1. Improving IVR Self-Service Using Speech Analytics SpeechTEK - May 2016 Dr. Sunil Issar
  2. 2. © Copyright VOZIQ, 2016 TOPICS COVERED 1. IVR Tuning Challenges 2. Latent Assets 3. Conclusions
  3. 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
  4. 4. © Copyright VOZIQ, 2016 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?
  5. 5. © Copyright VOZIQ, 2016 IMPACT ON CALLER EXPERIENCE Callers get frustrated Abandons Failures Zero-outs “Colorful” language
  6. 6. © Copyright VOZIQ, 2016 1. IVR Tuning Challenges 2. Latent Assets 3. Conclusions
  7. 7. © Copyright VOZIQ, 2016 REPORTING Vs. ANALYTICS Current State: Reporting Future State: Analytics What Happened? Why Did It Happen? Containment Abandons Termpoint Opt-outs
  8. 8. © Copyright VOZIQ, 2016 AVAILABLE DATA Current State: Tuning Data Other data sources? Platform logs ASR logs Contact Center Future state: multi-channel
  9. 9. © Copyright VOZIQ, 2016 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. 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. 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
  12. 12. © Copyright VOZIQ, 2016 OTHER EXAMPLES
  13. 13. © Copyright VOZIQ, Inc. 2016 CALL VOLUME INCREASED!
  14. 14. © Copyright VOZIQ, Inc. 2016 BUT THE FCR DECREASED…
  15. 15. © Copyright VOZIQ, Inc. 2016 WHAT CAUSED THE FCR TO FALL?
  16. 16. © Copyright VOZIQ, 2016 1. IVR Tuning Challenges 2. Latent Assets 3. Conclusions
  17. 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. 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. 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. 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. 21. Thank You!(+888) 427-2328 info@voziq.com www.voziq.com Facebook.com/voziq Twitter.com/voziq 11951 Freedom Drive Reston, VA 20190 USA Actionable Customer Intelligence www.voziq.com/freetrial Complimentary: Get Text Analytics on 1 Million IVR Logs & Call Center Agent Notes

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