More Related Content Similar to Improving IVR Self-Service Using Speech Analytics (20) Improving IVR Self-Service Using Speech Analytics2. © Copyright VOZIQ, 2016
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
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?
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IMPACT ON CALLER EXPERIENCE
Callers get frustrated
Abandons
Failures
Zero-outs
“Colorful” language
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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
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. © 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
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