Twilio Signal 2016 How to Build Next Generation Speech Analytics
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Transcript of Twilio Signal 2016 How to Build Next Generation Speech Analytics
a
HOW TO BUILD NEXT GENERATION SPEECH ANALYTICS INTO ANY MULTI-PARTY PLATFORM
NISHA GEORGE / TWILIO & JAY BLAZENSKY / VOICEBASE
5%
CALL CENTERS ONLY LISTEN TO 5% OF CALLS
100%
NEW INNOVATION
TWILIO PROGRAMMABLE VOICE
RECORDING
CONFERENCING TWIML
TRANSCRIPTION
QUEUES
PSTN WEBRTC SIP
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
MONO CHANNEL RECORDING
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
DUAL CHANNEL RECORDING
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
<Dial> Calls
ENABLE DUAL-CHANNEL RECORDING
<RESPONSE> <DIAL RECORD=“RECORD-FROM-ANSWER-DUAL">+14155551234</DIAL> </RESPONSE>
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
Outbound API Calls
ENABLE DUAL-CHANNEL RECORDING CURL -XPOST HTTPS://API.TWILIO.COM/2010-04-01/ACCOUNTS/
AC7559B06DE2B7BC53CC8616F248DE4B73/CALLS.JSON \ -D “URL=WWW.MYTWIML.COM” \ -D "METHOD=GET" \ -D "TO=%2B19153564260" \ -D "FROM=%2B13234585586" \ -D "RECORD=TRUE" \ -D "RECORDINGCHANNELS=DUAL" \ -U ‘{ACCOUNTSID}:{AUTHTOKEN}’
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
VOICEBASE RECORDING ANALYTICS
THE PERFECT STORM
SPEECH TECH & MACHINE LEARNING
TELECOM APIs (access to recordings)
SCALE
COST
MASSIVE OPPORTUNITY
SPEECH ANALYTICS
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
A NEW DAY
JAY BLAZENSKY | @JAYBLAZENSKY
MACHINE TRANSCRIPTION
ACCURACY
COST
SPEED
SCALABILITY
NISHA GEORGE | @NEGEORGE
PCI / PII REDACTION
CUSTOM VOCABULARY
PRIORITY QUEUING
PARALLEL PROCESSING
USE CASES
!!!!!!!!!!!!!!!!!!!!!!!
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
Lead Scoring
ComplianceAgent Monitoring
Voice of the Customer
Keyword Spotting
USE CASES
!!!!!!!!!!!!!!!!!!!!!!!
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
Keywords (client)
Lead Scoring Voice of the Customer
Keywords (Agent)
ComplianceAgent Monitoring
USE CASES
!!!!!!!!!!!!!!!!!!!!!!!
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
Human Call Scoring (Tagging)
Hot Lead Pre-churn Non-prospect Upsell Opportunity
Auto Call Scoring (Predictive Analytics)
Hot Lead Pre-churn Non-prospect Upsell Opportunity
Auto score 100% of your calls with better accuracy at a fraction of the cost3
HOT LEAD APPOINTMENT 1ST TIME CALLER PRE-CHURN
VoiceBase creates 10K - 20K columns of data and applies machine learning 2
Upload pre-tagged call data where event is present and not present 1
Hot Lead
Not Hot Lead
BUILDING A PREDICTIVE MODEL
Appointment
Not Appointment
Event ‘X’ Present
Event ’X’ Not Present
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
Confidence scores4
DEMO
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
MARKETECTURE
caller& agent&
Twilio&(Dual&Channel)&
REST%API%
File%
f1% f2% fn%.%.% .%.%
Transcript*Keywords*Predic2ons*
RESULTS'
JSON%%%%callback%URL%%%%TXT,%RTF,%SRT%%%%billing/usage%
Applica'on*
B*I*
DW*
……..#..…….#
Business#Decision#Maker#
CRM$
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
Send your recording to the VoiceBase API
ENABLE VOICEBASE
CURL -X POST HTTPS://APIS.VOICEBASE.COM/V2-BETA/MEDIA \ --HEADER "AUTHORIZATION: BEARER $TOKEN” \ --FORM MEDIA=HTTP//API.TWILIO.COM/RE1234 \ --FORM [email protected] \
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
{ "CONFIGURATION":{ "INGEST":{ "CHANNELS":{ "LEFT":{ "SPEAKER":"AGENT" }, "RIGHT":{ "SPEAKER":"CALLER" } } }, "PUBLISH":{ "CALLBACKS":[ { "URL":"HTTPS://WWW.YOUR-URL.COM", "METHOD":"POST", "INCLUDE":[ "TRANSCRIPTS", "KEYWORDS", "TOPICS", "METADATA" ] } ] } } }
Specify your configuration
ENABLE VOICEBASE
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
"KEYWORDS":{ "WORDS":[ { "T":{ "CALLER":[ "203.89", "234.31" ], "AGENT":[ "290.12" ] }, "NAME":"INSTALLATION" }, { "T":{ "CALLER":[ "100.82", "199.71" ] }, "NAME":"INTERESTED" }, { "T":{ "AGENT":[ "90.39", "201.33" ] }, "NAME":"CONTRACT" } ] }
Review your results
ENABLE VOICEBASE
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY
SUMMARY
JAY BLAZENSKY | @JAYBLAZENSKYNISHA GEORGE | @NEGEORGE
!!!!!!!!!!!!!!!!!!!!!!!
“The one with with the most data (information) wins”
AD
MIT
ON
E
Section
Row
Seat
Event
23
F
W7
DE
Opportunity UNLIMITED
BIG VOICEAPI Key
5d294h8c23r99KX26Uj23j486h31
Com
plim
ents
of
TWIL
IO +
VO
ICEB
ASE
NISHA GEORGE JAY BLAZENSKY
NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY