There are more than 5 billion mobile communication users in the world today, using the web, chat, email and phone to communicate with your business. Your customers expect you and your company will provide the best customer experience, regardless of communication channel. Today we will show you how you can deliver the best customer experience by leveraging today’s best-in-class speech recognition and analytics technologies.
Engage 2013 - Leveraging the cloud for ultimate flexibility
Using Speech IVR and analytics to communicate and serve your customers
1. AMP UP your Customer’s IVR with
Speech!
Todd Marthaler
Customer Success Manager
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012
2. Agenda
• Power of Speech in the Customer Experience.
• Best Practices.
• Integrated Voice Response-Where’s the Beef?
• Leveraging Speech Recognition-Good and Bad
• Speech Analytics and the Mobile Gen.
• Case Studies and Technology Application.
• Question and Answers.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
3. The Power of Speech
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
4. The Power of Speech
State the Case!
• “There are 5 Billion Mobile Users in the World Today” –
Microsoft.
• It still costs you 3X to regain a customer than to retain them.
• Customers expect a Speech IVR Experience demonstrating
knowledge of:
How they prefer to communicate.
What their experience has been.
Where they left off.
Make it personal!
Keep it simple!
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
5. Easy to Follow and Understand
“My Bank”
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
6. Best Practices
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
7. Best Practices
Make it Personal
• Customize the Experience – make it relevant
to their needs.
• Reach Out, Don’t Wait – design proactive
outbound dials to troubleshoot, resolve and
provide options in sales and service.
• Be a prognosticator! – Use prior experience
and last activity history to show you know
your customer!
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
8. Best Practices
Make your goals S-M-A-R-T
• Define your goals.
• What are your customer’s goals?
• Create, Measure, Understand your Customer
Experience from their eyes and yours.
• Refine and Re-design.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
9. DTMF IVR – “The Foundation”
• Definition = Typically a single, one-way transaction, key
pad entry and electronic voice.
• Review current call flow.
• Identify process improvement opportunities.
• Evaluate interaction types for single transactions.
• Pin point missing prompts and define new prompts to
simplify the customer experience.
• Ensure prompts provide acknowledgement of entry
and verification to customer – “Is that right?”
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
10. Getting a Bank Balance
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
11. Leveraging Speech Recognition
• Definition = Command and Control
Methodology, Small List of key words and
phrases for a single speaker.
• Potential Applications – Multi-tiered account
verification, order taking, ship to notifications,
bi-lingual requirements, third party
verifications.
• Technology Solutions – Leveraging Nuance and
Loquendo for CIC IVR.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
12. Speech Recognition Example
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
13. Speech Analytics – Serving the Mobile Gen.
• Natural, two-way conversation.
• Provide list of words or phrases for two person
dialogue.
• 70% of key words/phrases spotted with 5 false
positives per hour.
• Potential Applications – Interactions and
transactions requiring multiple exchanges of
information, ability to drive outbound notifications
for multiple transactions.
• Technology Solutions – Interactive Intelligence
Interaction Analyzer, Voxeo.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
14. Three parts to speech analytics
1. Audio mining or word spotting:
Searches for specific key words and categorizes conversation
• Most commonly used form of speech analytics
• Most common offering from S.A. vendors
• Most vendors perform in an off-line mode – not real time
2. Emotion Detection
Listens to acoustics for inflection and raised emotional levels
• Not as common, harder to do
• Few vendors are providing this
• Can be performed on-line or off-line
3. Mixture of the two
The true analysis comes into play here
• Some are trying this, but not proven yet
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
15. Why Use Analytics?
• Root cause / trend analysis – why are people calling –
proactively reduce calls.
• Identify repeat callers – reduce call volume –
“promised to call me back”, “you said you’d call me
back”, “called multiple times”, etc.
• Identify opportunities for automation –reduce
average call length by identifying automation
opportunities
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
16. Interaction Analyzer
• Real-time Interaction Keyword Spotting
• Real-time Interaction Supervisor Views
– View words spotted and score statistics for real-time supervisory monitoring
and control
– Alert on calls with low/high agent/customer scores
• Interaction Recorder Integration
– Associates spotted keywords with call recordings for additional recording
search capabilities
– Presents spotted keywords in recording with ability to jump to spotted words
• Keyword Spotting Reporting
– Initial reports for category trends by queue /agent, summarized keyword
statistics by period, etc
• Real-time Customization on Server and Client Side
– Handler initiator allows any action to be taken when keyword/phrase spotted
– Real-time IceLib access to spotted keywords for customizing of desktop
integration
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
17. Interaction Analyzer: Supervisor View…
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
18. Interactive Speech Analytics -Inbound
o
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
19. Interactive Speech Analytics -Outbound
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
20. Case Studies
• Business Vertical – Domestic Airline Carrier.
• Goals – Personalize the IVR, Provide Faster
Service, Lower Contact Center Cost.
• Results
26% Reduction in Abandon Calls.
60% faster task completion.
Doubled Automation rate of calls- 14% to 27%. (Flight
and reservations status).
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
21. Case Studies
• Business Vertical – Magazine/Catalog Fulfillment.
• Goals – Reduce Call Times, Increase Customer
Satisfaction, Incorporate upselling, Improve Upon
Simple Transaction Completion Rate in IVR (was 15%).
• Results (with Speech Recognition)
Completion Rate- 92%.
Reduce Average Handle Time by average of 20 seconds.
Reduced Spikes in Call Volume.
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012
22. Call to Action
• Understand your Customers’ Experience!
• Make it Personal!
• Make it Productive and Positive!
• Talk to your Avtex Customer Success Manager
or Account Executive!
Avtex Customer Conference 2012
The Intersection of Technology and Customer Experience
Hyatt Regency | Minneapolis |10.25.2012