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Final Presentation
ADDING THE HUMAN TOUCH TO TECHNOLOGY
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OverviewOverview Mission Company Voice in a Nutshell The Pain Solution & Product
Market ROI & Sales Competition Risks & Strengths Summary
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To improve the performance of conversation management applications and expand their capabilities, by enabling human intervention throughout the dialog management. In addition, HiRec desires to enable monitoring capabilities for the future computerized voice contact centers.
MissionMission
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CompanyCompany Founded: March 2002. Founders: seven Computer Science and Business Administration students. Solution: Utilities for on-line monitoring and directing speech recognition applications in call
centers.
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Voice in a NutshellVoice in a Nutshell Two elements are essential for speech applications: recognition and interpretation. Voice recognition has taken a huge step forward during the past few years, while NL interpretation is still far behind. Today’s solutions are IVR and directed speech applications. First NL applications are currently in preliminary stages.
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The PainThe Pain IVR and directed speech are limited and unfriendly, what makes them a compromised solution for call centers. NL Conversation Management (CM) applications make mistakes, which results in unsatisfying performance and user dissatisfaction. The gap between speech recognition and NL interpretation will probably never be completely conquered.
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The idea is to add the human touch to technology. HiRec’s Dialog Monitoring System (DMS) enables human intervention throughout the automatic dialog, allowing the supervisor to direct the dialog and then give the control back to the machine. The whole process is hidden from the caller.
SolutionSolution
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ArchitectureArchitecture
Speech Engine
Recognition Interpretation
Voice Call Center without DMSVoice Call Center without DMS
prompt
PROBLEM
prompt
Conversation Management
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DMSDMS
Speech Engine
Recognition Interpretation Conversation Management
PROBLEMS
adding the human touch to technology
ArchitectureArchitecturewith DMSwith DMS
SEVERE PROBLEM
promptprompt
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DMS DMS All calls through the voice application are monitored by DMS. Chosen calls are transferred to a supervisor station. Each Station presents log and details of 4 calls. Basic assumption is that reading is faster than listening.
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DMS DMS A problem results in a pop-up window containing possible solutions, from which the supervisor chooses. The solution is returned to the voice application, which proceeds from the point it left off.
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DMS DMS
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Call Center Service Call Center Service Structure TodayStructure Today
Second LevelSecond LevelSpecialist OperatorsSpecialist Operators
Third LevelThird LevelTop AgentsTop Agents
IVR IVR IVR
First LevelFirst LevelOperators & IVROperators & IVR
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Call Center Service Call Center Service Structure - Our VisionStructure - Our Vision
Third LevelThird LevelOperatorsOperators
Second LevelSecond LevelSupervisorsSupervisors
First LevelFirst Level
Voice ApplicationsVoice Applications
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Currently 69,000 call centers in the US and 92,000 worldwide The IVR market: $3.9 billion (1999) to $11.6 billion (2004). By 2004, 50% of the 10.3 million IVR ports will have speech recognition capabilities (14% today).
MarketMarket
20012004
Speech Capable
IVR Ports0
2
4
6
8
10
12
M
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According to Ovum and Forrester, speech recognition market will grow from $1 billion to $35 billion p.a. by 2005. Telephony voice recognition will reach $5 billion p.a. by 2003. Total CRM software application revenues: $9.4 billion in 2001. $30.6 billion in 2005.
MarketMarketSpeech MarketSpeech Market
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Cost/Call – CSR: 3.14$ Voice Application: 0.11$ Voice Application + DMS: 0.5$ Additional Cost for DMS SW, HW and DP: 825,000$ Total # of calls per year: 14,600,000
ROIROI
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% of Calls handled by VA without DMS: 16% % of Calls handled by VA with DMS: 24%
Net profit for first year: (14.6M * 8% * (3.14 – 0.5))+(14.6M * 16% * (0.11 – 0.5))
- 825,000 = 1,347,480$ (Payback in 5 months)
ROIROI
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HiRec will partner with voice application companies in order to create a full solution. This solution will be offered to the CRM ASPs through direct sales, assisted by the contacts the partner companies already have in this market. Establish connections with call centers who are looking to integrate a voice application. Offer a cheap pilot in order to establish reference sites.
Sales ApproachSales Approach
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Conversation Management Companies PolyInformation, Baobab
Speech Application CompaniesAmdocs, VeCommerce, Aspect Communications ...
Call Center Monitoring CompaniesSprint, Nice
CompetitionCompetition
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NL Market has yet to emerge. Acceptance of voice applications themselves might be slow and painful. Difficulty achieving first sales. Final consumer only whishes to buy complete and proven solutions. No technological barriers to the solution Monitoring and Voice application companies are in better position in case such a solution will be needed.
RisksRisks
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First in a new, highly potential market. Several companies in call center voice application area have shown interest in such a solution: Baobab, Amdocs. Voice application companies are not developing call center monitoring systems which is a must in this market. As the practical domain of speech application will grow Solution will always be needed.
Strengths
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Management TeamManagement Team Nir Azriel
– Intel Automation Shiri Margalith
– Intel HR Shahar Markovich
– P-Cube
Roi Raibstein– Student
Pini Reisman– Mobilie
Shani Shalgi– Amdocs Speech Access
Roee Oz– Jango
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Because the technology just isn’t there yet
Because man always knows best
Because the human touch is all it takes to make it work
SummarySummary
Why HiRec?Why HiRec?
25Thank You
ADDING THE HUMAN TOUCH TO TECHNOLOGY