8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007.
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Transcript of 8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007.
8/20/2007
SpeechTek 2007
www.OrderCatcherInc.com
Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
Speech Enables Self
ServiceBy Richard GrantChief Technology Offi cer & Dr. Chester AndersonVP Business Development
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
THERE IS A NEW WAY TO THINK
In most of the current and previous IVR models there was a “captive audience”
Users were required to use the service to accomplish a task, i.e. pay bills, check status, order a part or something… etc.
System design was focused to save costs more than for usability
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
YOU KNOW WHAT THEY SAY“PARADIGM ..SHIFT HAPPENS”A new self service customer model is
emerging. One where the customer chooses to use the system.
With the introduction of lower cost per port speech engines and new competitively priced servers. The cost of providing speech applications is being lowered drastically.
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
AND THEN THERE WAS SIPSIP based communications are going to allow
more callers from more devices (Japanese model)
So much for POTS… Not so fast there friend there is always going to be POTS (2+2=4 this I know will always be true)
Gateways and VoIP will widen the need and use of Speech Self Service
Voice, Web, PC, DA, Data leads to …..
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
IS THERE ROOM FOR THE ENGINE COMPANY?The industry is changing
back to the future, Just last century, the talk was that there was no need for engine companies. It proved not to be true ,is it still the same story
The future is Unified Communications, (*2+2 again*) where the speech engine will just be another process to access data somewhere and create an action
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
COULD THE BELL TOLL FOR OUTSOURCED HOSTED SYSTEMS ? Nobody riot yet. There is
always a place for Outside Hosting service (4 you know)…. But if you look at the new model (those who choose rather than those who have too) and the services they deal with
And the new technologies and of course UC
Leads to a Paradigm one should consider
That the cost per port and company based speech servers might price out Outsourced hosting
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
OKAY BACK TO THE SUBJECTNow using the new
models we bring a large group of industry’s that did not consider speech as a solution
And if we take one segment of one industry that speech self service is perfect for; The Fast Food Industry and presently being underserved by the speech industry.
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
AND THE SURVEY SAYS… In a recent food service survey
of off-site dining customers there #1 thing they desired was quick and accurate ordering.
In the top ten there were more things that a Telephony Base Order Taker (TBOT) application could do better than a human operator.
And in the survey of the things, they would like again more things that a TBOT application would do better
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
WHAT WE DOOrderCatcher provides self service fast food menu selection and “preferred” customer experiences with the conversational skills to handle Spanish and English over the telephone transactions.
o Patent pending menu selection and order taking Technology
o Trained in Customer Service Functions
o Flexible Deployment Architectures
o Deliver on the Value of Speech
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
NEXT GENERATION
High End Low Cost
Approach Custom Development
Pre-Packaged Applications
TCX™ Method
Functionality
Usability
Costs
$500K-$2M $75-200K $500/month
Deployment
180-365 days 12 weeks 12 weeks
Industry Examples Flight Info ATM Locator Food Order Processing
Ordercatcher’s approach delivers on the value of speech, and eliminates the first generation “quality vs. cost” trade-off.
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
DEMO – ORDERCATCHER CHINESE
Canton Restaurant
English
Spanish
To listen our demo, contact us at:[email protected]
Demonstrates advanced features including:
Flexible Recognition Barge-In Advanced Menu Navigation Preferred Customer Welcome and
Customized Menu Selection
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
WHY ORDERCATCHER?
Breakthrough Technology
Industry Leading Order Completion
Rates
Speed & Flexibility
Rapid ROI
Industry Expertise
Proven Results
Patent Pending technology and TCX ™ Method delivers self-service with unsurpassed usability and functionality, resulting in industry leading order completion rates.
Subway Deli
Pizza
Chinese
Self Service Welcome Order Status Spanish and English TBOTs Preferred Customer Menu Selection Customer Management TBOT Restaurant Management Order Processing TBOT
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
ORDERCATCHER TBOT SYSTEM.A software platform that
powers TBOT™ ordering
Developed by industry leading speech technologists
Significantly extends the limits of what speech can accomplish
Specialist in customer service
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
TELEPHONY BASED ORDER TAKER (TBOT) USING THE TCX™ METHOD.
Behavioral Characteristics
15
TBOT: Welcome back to Canton Restaurant, Mr. Anderson
Would you like the Luncheon Menu or the Regular Menu?
Caller: Regular
TBOT: Would you like Specialties, Appetizers
Caller: Specialties
TBOT: (Presents choices to customer to order)
Caller: Phu Phu Chicken
.
TBOT: You ordered Phu Phu Chicken is that correct?
Caller: That’s right
Menu Navigation
Language Neutrality
Dialog Barge-In
Order Preference
Preferred Customer
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
SELF-SERVICE: THE GROWING TREND Fast Food OTP Ordering Online Banking & ATM’s Airport Kiosks & Online Check-In Retail Self-Checkout (Home Depot, Albertson’s, etc.) Ticketing Printing at Home (Ticketmaster, Fandango, etc.)
“Speech applications increase customer satisfaction and call completion rates” Apex Research
“A growing population of customers has deployed, or is deploying partially speech-enabled or fully speech-enabled systems, at 44% and 28% respectively” Forrester Enterprise IVR/Speech Platform forms in 2006
8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
Wait a minute…For many years
experts, consultants, reviewers, and others have said that Speech Reco as not found its place so its dead.
But self service and the Mobil community needs have created many new niche’ markets for speech
SO as they say in the Broadway play SPAMALOT ( by Eric Idle and some other people)
Were Not Dead Yet !!!
(Look on the bright side of life dadadadada….)8/20/2007
Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007
Contact OrderCatcher, LLCFor Information: [email protected]
For sales and demos: [email protected] address: www.OrderCatcherInc.com
8/20/2007
Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007