Using Speech IVR and analytics to communicate and serve your customers
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Avtex Customer Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapolis |10.25.2012 AMP UP your Customer’s IVR with Speech! Todd Marthaler Customer Success Manager Conference 2012 The Intersection of Technology and Customer Experience Hyatt Regency | Minneapo
Using Speech IVR and analytics to communicate and serve your customers
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.
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1. AMP UP your Customers IVR with Speech! Todd Marthaler
Customer Success ManagerAvtex Customer Conference 2012The
Intersection of Technology and Customer ExperienceHyatt Regency |
Minneapolis |10.25.2012Avtex 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-Wheres 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 2012The Intersection of
Technology and Customer ExperienceHyatt Regency | Minneapolis
|10.25.2012
3. The Power of SpeechAvtex Customer Conference 2012The
Intersection of Technology and Customer ExperienceHyatt Regency |
Minneapolis |10.25.2012
4. The Power of SpeechState 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 2012The
Intersection of Technology and Customer ExperienceHyatt Regency |
Minneapolis |10.25.2012
5. Easy to Follow and Understand My BankAvtex Customer
Conference 2012The Intersection of Technology and Customer
ExperienceHyatt Regency | Minneapolis |10.25.2012
6. Best PracticesAvtex Customer Conference 2012The Intersection
of Technology and Customer ExperienceHyatt Regency | Minneapolis
|10.25.2012
7. Best PracticesMake it Personal Customize the Experience make
it relevant to their needs. Reach Out, Dont 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 2012The Intersection of Technology and Customer
ExperienceHyatt Regency | Minneapolis |10.25.2012
8. Best PracticesMake your goals S-M-A-R-T Define your goals.
What are your customers goals? Create, Measure, Understand your
Customer Experience from their eyes and yours. Refine and
Re-design.Avtex Customer Conference 2012The Intersection of
Technology and Customer ExperienceHyatt 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
2012The Intersection of Technology and Customer ExperienceHyatt
Regency | Minneapolis |10.25.2012
10. Getting a Bank BalanceAvtex Customer Conference 2012The
Intersection of Technology and Customer ExperienceHyatt 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 2012The Intersection of Technology and Customer
ExperienceHyatt Regency | Minneapolis |10.25.2012
12. Speech Recognition ExampleAvtex Customer Conference 2012The
Intersection of Technology and Customer ExperienceHyatt 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 2012The Intersection of Technology
and Customer ExperienceHyatt Regency | Minneapolis |10.25.2012
14. Three parts to speech analytics1. 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 time2. 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-line3. Mixture of the two The true analysis comes
into play here Some are trying this, but not proven yetAvtex
Customer Conference 2012The Intersection of Technology and Customer
ExperienceHyatt 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 youd call me
back, called multiple times, etc. Identify opportunities for
automation reduce average call length by identifying automation
opportunitiesAvtex Customer Conference 2012The Intersection of
Technology and Customer ExperienceHyatt 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
integrationAvtex Customer Conference 2012The Intersection of
Technology and Customer ExperienceHyatt Regency | Minneapolis
|10.25.2012
17. Interaction Analyzer: Supervisor ViewAvtex Customer
Conference 2012The Intersection of Technology and Customer
ExperienceHyatt Regency | Minneapolis |10.25.2012
18. Interactive Speech Analytics -Inbound oAvtex Customer
Conference 2012The Intersection of Technology and Customer
ExperienceHyatt Regency | Minneapolis |10.25.2012
19. Interactive Speech Analytics -OutboundAvtex Customer
Conference 2012The Intersection of Technology and Customer
ExperienceHyatt 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 2012The
Intersection of Technology and Customer ExperienceHyatt 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 2012The Intersection of Technology and Customer
ExperienceHyatt 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 2012The Intersection of Technology and Customer
ExperienceHyatt Regency | Minneapolis |10.25.2012
23. Questions?Avtex Customer Conference 2012The Intersection of
Technology and Customer ExperienceHyatt Regency | Minneapolis
|10.25.2012
24. Thank you!Avtex Customer Conference 2012The Intersection of
Technology and Customer ExperienceHyatt Regency | Minneapolis
|10.25.2012
25. Avtex Customer Conference 2012The Intersection of
Technology and Customer ExperienceHyatt Regency | Minneapolis
|10.25.2012