Voxeo Summit 2010: VoiceObjects Personalization

VoiceObjects Improving the Customer Experience with Personalization, Reporting and Analytics

Tobias Goebel, Sales Engineering

© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation

Personalization

  WHAT ?

2


Personalization: WHAT?

3

“Personalization involves using technology to accommodate the differences between individuals”

Wikipedia



4

. . .

Not all customers are equal...

...but when it comes to phone self-service, we treat them all the same


1:1 Personalization

•  Personalized greeting •  Relevant menu choices •  Remember last transactions •  Shortener or longer dialogs •  ...

Group Level

•  Customer segment •  Customer value •  Language preference •  Address or region •  ...

Hello Maria, welcome back to Prime Bank!

Please enter your PIN...

Your current checking account balance is $2450. The last time you called, you

transferred money from your Line of Credit Account to your Checking Account. Do

you want to do that again?




“Remember Me”

  Short term – calling again within a few hours •  Ask if the caller is calling for the same reason again •  Pick up and resume unfinished task

  Mid term – analyzing usage patterns over weeks •  Proactively offer most frequently used service before

playing main menu options •  “Predict” reason for calling •  Dynamical sorting of menu items (by usage frequency)

6



“Adapt to Me”

  Preferences •  Language, input mode, persona, channel, ...

  Speaking Style •  Synonyms, number patterns, speed, ...

  Experience •  Offer short cuts and shorter prompts for power users •  A power user might be a novice in other service parts!

  Portfolio •  Reflect only products and services aligned with

caller’s subscription

7


“Natural Dialog Management”

  Basic features

•  Barge-in

•  Global commands

•  Random Prompting

•  Multilingualism

•  N-Best result handling

  Advanced features

•  Mixed-initiative dialogs

•  Implicit correction

•  Natural pronunciation

•  Adapt-to-me

Ensure human-like, natural interaction with caller – let them control the dialog, adapting to their speaking style


  Allow the caller to correct the system without explicit confirmation steps

“What type of credit card are you using?”

“It’s an AmEx Card.”

“Okay. what’s the number of your MasterCard?”

“No, it’s AmEx!”

“Sorry about that. What’s the number or your AmEx?”

“3469 - …”

Implicit Correction


  Allow the caller to steer the dialog freely

Mixed Initiative Dialogs

“Service plan, customer data, billing questions, or support?”

“I have a Billing question.”

“Okay, Billing. What’s your invoice number, please?”

“Oh, I want to update the expiration date of my Visa card!”

“Sure. What’s the new expiration date of your Visa card?”


  Adapt to caller‘s speaking style: Synonyms

“How can I help you?”

“I have a problem with my Internet connection.”

“ You said you have a problem with your Internet connection, right?”

“That’s right.”

“How can I help you?”

“I have a problem with my DSL connection.”

“I understood you have a problem with your DSL connection, right?”

“Yes, correct.”

Adapt-to-Caller

Transfer to Agent. Screen Pop=“DSL Problem”


  Adapt to caller‘s speaking style: Number Patterns

“Your phone number, please?”

“one two three, six nine zero zero ”

“Ok, one two three, six nine zero zero. Correct?”

“Correct.”

“Your phone number, please?”

“one , twenty-three, sixty-nine hundred

“Ok, one, twenty-three, sixty-nine hundred. Is that correct?”

“Yes, that’s right.”

Adapt-to-Caller

1-2-3 6-9-0-0 1 - 23 - 6900


Personalization

  WHY ?

13


Personalization: WHY?

14

Improve Caller Experience

Up-Sell and Cross-Sell

Lower Maintenance

Costs

Optimize thru Reporting and

Analytics

Increase Automation

© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation 15

Enable Up-Sell and Cross-Sell

Mobile Banking •  Account Info •  Transfers •  Transaction History

Since you are one of our high net worth customers with an average

monthly balance of over $5,000, would you like information on our new high rate

money market account?

City Portal •  Event information •  Report a problem •  Sign up for service

Thanks for reporting that pot hole problem. Would you like

information about the next Roads Commission meeting?

Mobile Carrier Portal •  Service Problem •  Top off minutes •  Purchase service

I noticed you exceeded your 500-minute service. The 750-minute service plan is

only $69 per month. Would you like more information?

Surveys •  Voice and Web questionnaires •  Open, pre-coded, battery questions •  Drill down analytics on results

For taking our customer survey, we’ll deposit 50 free text messages in your account. Would you like start the

survey now?


Personalization

  HOW ?

16

© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation 17

Efficient management of dynamic, personalized applications

 Features - Adapt system responses at

call time - Examples:

–  Multi-persona design –  Multiple languages –  Caller history / experience –  Customer status –  Voice / DTMF

 Benefits - Keeps development and maintenance costs down! - Simplifies management of complex services

VoiceObjectsʼ Layer Concept


1 Object 6 different prompts to play at call time

2 Layers

Layers Manage Complexity


  Dynamic settings for menu items •  Show/hide menu options

•  Auto-numbering vs. fixed key assignments •  Dynamic menu ordering

Please select: To edit your personal data, press 1. For billing questions, 2. For support, 3. Or to review your service plan, press 4.

[2nd NoMatch] I‘m sorry I still didn‘t get that. You can also use the key pad: To review your service plan, press 1; to edit personal data, press 2, or for support, press 4.

[Initial] What do you want to do: review your service plan, edit personal data, or talk to support?

Flexibility: The Menu Object

Example 1

Inputmode DTMF

Sort order Custom

Numbering Auto

Billing Yes

Example 2

Inputmode Voice

Sort order Default

Numbering Fixed keys

Billing No


Reporting on Service Usage Service Definition

Reporting: Menu Navigation

Change default order of items!


Adapt-to-Preferences Language, input mode, persona, channel, ...

Adapt-to-Me

Adapt-to-Style Speaking style, synonyms, number patterns, ...

Adapt-to-Experience First-time caller / novice user / power user

Adapt-to-Transaction History Self-service transaction history: predict reason for calling

Adapt-to-Portfolio Reflect only products and services aligned with caller‘s subscription


Example: Prime Telecom

22

Time-dependent Greeting

Main Menu Announcement for Infrequent Caller (Not required in Web Channel)

Up-Sell Opportunity through CRM Lookup

http://developers.voiceobjects.com/


Question: How does call flow personalization work for our callers?

At call termination, 78.6% of callers had authenticated

Call duration is shorter for Platinum users

Application success analysis by Layer states (e.g. Customer segments, …)

Reporting: Personalization


More Reporting

  Improving Caller Experience through Reporting & Analysis

24


  Business tasks represent a business view “on top” of the call flow definition

  Task execution results are automatically logged to Infostore

  Business task related metrics •  Number of attempts

•  Completion/success rate

•  Failure rate (by category)

•  Task completion duration

•  Caller behavior analysis during task completion

•  Aggregated metrics on recognition quality

Reporting on Business Tasks


… and there were recognition problems and hangups while entering new credit card data

“Update Expiration Date” was very successful …

… but 82% actively aborted the “Order” transaction …

Business-level statistics on Task completion rates

Cross-channel Reporting

Business Tasks: Completion Rates


Show only Calls where the task “Enter New Credit Card” failed due to a recognition failure

Step 1: Define Filter Criteria

… only Calls that terminated in a given Input State or Module

… only Calls with certain customer segments

Individual Call Analysis


Step 2: Select Sessions from List



Step 3: Analyze Session

Inspect dialog steps associated with the task

Caller hung up after two failed speech recognitions attempts

Listen to utterance recordings


Improve your Customer Care Now! (But first enjoy the rest of the show)

30

Voxeo Summit 2010: VoiceObjects Personalization

Technology

Transcript of Voxeo Summit 2010: VoiceObjects Personalization