improving ivr self-service using speech analytics

Improving IVR Self-Service Using Speech Analytics

SpeechTEK - May 2016

Dr. Sunil Issar

© Copyright VOZIQ, 2016

TOPICS COVERED

1. IVR Tuning Challenges

2. Latent Assets

3. Conclusions


Increase routing accuracy

WHAT IS THE PROBLEM?

Grammar updates:Add synonyms, Remove phrases

How can we improve IVR business metrics?

Current Approach: IVR tuning

Increase CSAT score

Increase containment rate

Update settings:Timeout, Confidence thresholds

Update prompts

Less frequent:Combine/delete/new dialog modules


WHAT’S MISSING?

WHAT CUSTOMERS REALLY NEED?

?

?

What is the caller intent?

Why did the caller opt-out?

Why did the caller transfer after successfully using self-service?

Why did the caller abandon?


IMPACT ON CALLER EXPERIENCE

Callers get frustrated

Abandons

Failures

Zero-outs

“Colorful” language



2. Latent Assets

3. Conclusions


REPORTING Vs. ANALYTICS

Current State: Reporting Future State: Analytics

What Happened? Why Did It Happen?

Containment

Abandons

Termpoint

Opt-outs


AVAILABLE DATA

Current State: Tuning Data

Other data sources?

Platform logs

ASR logs

Contact Center

Future state: multi-channel


Text

My flight is delayed.

What are my choices...

What is the gate

information for my flight...

What is the cheapest flight...

Can I get an upgrade? Text

Is this a dissatisfied customer?

How can I improve lifetime value?

What is driving bad

CX?

Is this customer

at risk?

Post-Call Agent Notes

Call Recordings, Post-Call Notes, Survey Data

70% Customers Prefer Calling Customer Care

For Their Issues

Analytics Engines

Leverage the latent assets with analytics

Remove customer experience blind spots and

make decisions with confidence

Customer Intent, Effort & Sentiment

Calculation

LEVERAGE YOUR LATENT ASSETS TO UNCOVER CALLER INTENT

Call Recordings

IVR/ASR LOGS Survey Data


WHY DO CALLERS TRANSFER?What was said in the IVR What was done in the Call Center

Time Utterance NL Tag Comments

December 31st 2015 14:17:19:000pay bill PAYMENT_MAKE

xxx called. Went over pymnts rcvd and explained blnc. She said will mail pymnt.

December 31st 2015 14:14:42:000making a payment PAYMENT_MAKEaccount used xxx type Visa for the amount xx

December 31st 2015 14:12:55:000pay my bill PAYMENT_MAKE reviewed bal. verified payment of xxDecember 31st 2015 14:12:47:000make payment PAYMENT_MAKE cld to update cc info.

December 31st 2015 14:11:00:000make a payment PAYMENT_MAKEcl for blnce info. Advsd of billing cycles.

December 31st 2015 14:09:54:000make a payment PAYMENT_MAKE pymntDecember 31st 2015 14:08:37:000I'd like to make paymentPAYMENT_MAKE xxx called md 1xcc pymt.December 31st 2015 14:01:11:000speak to representative to pay my billPAYMENT_MAKE cld about auto pay


OTHER IMPROVEMENT SCENARIOS

Caller said agent in IVR

Caller called 5 times in the last 3 days for tech

support

Caller complained on

the previous call and he is at the end of his

contract

Happy caller, who never

called in the last 6 months, qualified for a promotional

product


OTHER EXAMPLES

© Copyright VOZIQ, Inc. 2016

CALL VOLUME INCREASED!


BUT THE FCR DECREASED…


WHAT CAUSED THE FCR TO FALL?



2. Latent Assets

3. Conclusions


Focus on cradle to grave tracking to identify IVR problem states

IMPROVING IVR METRICS

Focus on frequent transactions/categories for IVR enhancements

Use Predictive Modeling to improve caller experience

© Copyright VOZIQ, Inc. 2014 WWW.VOZIQ.COM

TAKEAWAY 1: LISTEN @ SCALE THROUGH CALL CENTERS

After Calls: Text Analytics/Sentiment Analysis on Agent Notes, Survey Data

& Call Recordings

During Calls: Call Recordings& Quality Monitoring

Before Calls: IVR Call Reasons (NL or Menus)(Tell us why you are calling today?)

Cradle to Grave tracking to identify IVR opportunities & business metrics based on:

Customer Intent | Customer Effort | Customer Sentiment

Customer Interactions to Listen, Understand & Act on Customer

Issues Proactively

Agent Notes

IVR

© Copyright VOZIQ, Inc. 2014 WWW.VOZIQ.COM

UNIFIED CONTACT CENTER DATA

UNIFIED CONTACT CENTER DATA

Cradle to Grave Analytics on Interaction & CRM Data

Integrate IVR Logs with Call Center Records, Demographics & Transactions (CRM Data)

Optimize IVR, Boost Revenue, Improve Retention and Drive NPS

TAKEAWAY 2 : INTEGRATE INTERACTIONS WITH CRM DATA

CONCLUSIONS

And lead to pro-active actions in IVR

Speech and Text Analytics tools along with Multi-channel & CRM data can help identify

Improving caller experience and business metrics

Caller intentIVR issues

Thank You!(+888) 427-2328

[email protected]

www.voziq.com

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Twitter.com/voziq

11951 Freedom DriveReston, VA 20190 USA Actionable Customer Intelligence

www.voziq.com/freetrial

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improving ivr self-service using speech analytics

Data & Analytics