metalogue call centre presentation v2

METALOGUE EU ProjectCall Centre Users

Dr. Maria AretoulakiDialogCONNECTION Ltd, [email protected]@dialogconnectio

July 2014

mailto:[email protected]

METALOGUE DialogCONNECTION Ltd.

METALOGUE: Contents The Project and the Consortium Project Goals Pilots - Call Centre Scenario DialogCONNECTION Ltd: Who are we? Our Project Tasks Why us? Call Centre Data required What's in it for the Call Centre? Call Centre Scenaria Examples Call Centre Example Dialogues:

CUSTOMER ISSUE / COMPLAINT / CROSS-SELLING


METALOGUE EU Project

The Project and the Consortium

Website : http://www.metalogue.eu/

Twitter: https://twitter.com/metalogue_eu

LinkedIn: http://www.linkedin.com/groups/Metalogue-7475159

http://www.metalogue.eu/

https://twitter.com/metalogue_eu

http://www.linkedin.com/groups/Metalogue-7475159


Multi-perspective Multi-modal Dialogue: a dialogue system with metacognitive abilities(1 Nov 2013 – 31 Oct 2016)

EU Collaborative R & D FP7 projectFP7-ICT -2013.4.1 - 611073Total cost: € 3,749,000EU contribution: € 2,971,000

METALOGUE - Consortium



Project Goals


Project Goals – Domain

Learning / Training Adaptive Coaching Interactive Tutoring Educational Gaming


Project Goals – User Groups

Industry (UK Call Centres) Call Centre Agent Training

Government (Hellenic Youth Parliament)

Young Parliamentarian Debating Skill Tutoring


Project Goals – Tasks

Goal setting / Strategy Interaction Monitoring / Self-reflection

Feedback / Intervention / Self-regulation

Misunderstandings / Common ground establishment

Debating / Negotiation Persuasion / Consensus



Pilots - Call Centre Scenario


Call Centre User Scenaria

Call Centre Advisor Training Dealing with Customers Dealing with Issues Dealing with Complaints Negotiating Solutions (Cross) Selling / persuasion Brand stickiness



Call Centre Advisor Training identify customer needs /

opportunities offer product /service (honesty,

flexibility, personalisation) Persuade satisfy



Call Centre Advisor Training social skills listening skills empathy / understanding technical expertise (product, service) negotiating skills / offer options (honesty,

flexibility) / escalation to Senior Advisor / compensation

selling skills


METALOGUE User Scenaria

Pilots 1 & 2

Pilot 3


METALOGUE User Scenaria

CC Trainer

Experiencer(CC Agent)

CC Agent Trainee

Experiencer(Caller / Customer)


Call Centre - Expected Results

Pool of METALOGUE Tool users (Call Centre Agents and Trainers)

Reusable, flexible, customisable training scenarios to suit the type of end-user organisation (e.g. company marketing policy on cross-selling, lack of flexibility about product returns etc.)

Increased awareness of the METALOGUE Training Tools and methodologies in Industry (Call Centres, Training Managers)


Initial Exploitation Plans

Facilitate commercialisation of the METALOGUE Tools and methodologies targeting Call Centres

Offer workshops and training services on how to use the METALOGUE Tools to the wider Industry



DialogCONNECTION LtdWho are we?


DialogCONNECTION Limited (DC)

SME based in Manchester (UK) Founded 2 Dec 2008 Founder: Dr. Maria Aretoulaki Focus: Design, Testing, Tuning of

voice recognition applications for Call-Centre automation


DC – Services

Independent Speech IVR & VUI Consultancy Multilingual Professional

Services (EN, DE, FR, EL) Voice User Interface Design,

Testing, Tuning and Optimisation Consultations on language

technologies (text, speech)


DC – Service List 1/2

Discovery Workshops, requirement specs

caller profiling, persona development, IVR branding

Dialogue / call flow design Usability Tests, WoZ Tests speech recognition grammars (EN,

DE, FR, EL)


DC – Service List 2/2

prompt crafting (EN, DE, EL, FR) DTT, functionality testing Call analysis, Speech Analytics,

Tuning recommendations Dialogue / grammar / prompt /

pronunciation tuning and optimisation

Call Centre agent training


DC – Applications

Independent Consultancy on Voice Dialogue applications: Call Centre automation voice self-service voice portals voice-to-text mobile applications Speech analytics


DC – Customers (EU, US, Asia)

APPLE (US, UK, FR, DE, IT, ES) ALLSTATE (US) Investment Banks (Worldwide) AVIVA, BRITISH GAS (UK) National Health Service (UK) SWISSCOM (CH) OMILIA (GR)



Our Project Tasks


DC – METALOGUE Tasks

WP1 - Data Collection and Requirement Analysis Detailed definition & analysis of learning scenarios Topic & scenario specifications User requirements analysis Wizard-Of-Oz interactive experiments design

WP7 - Deployment and Learner-Based Evaluation Pilot tests execution & evaluation: learners interacting with a system

User evaluation and satisfaction

WP8 - Dissemination and exploitation Dissemination towards Industry

Industrial exploitation / Industrial workshops



DialogCONNECTION Ltd.Why us?


DC – Key Personnel

Dr. Maria Aretoulaki Founder / Director / CEO / Principal Consultant Post-Doc in Spoken Dialogue Management (DE) PhD in Automatic Text Summarisation (UK) MSc in Machine Translation (UK) BA Hons in English Linguistics (GR)

Project experience in both the UK and Germany: Academia (RA, Research Project Manager) Industry (R & D Manager, Team Leader, Pre-Sales Engineer) Large corporations (e.g. Convergys) SMEs / start-ups (SemanticEdge)


DC - Call Centre Experience

Experience training or shadowing Call Centre agents:

Littlewoods (online shopping) NHS (citizen helpline) Apple (software/hardware helplines) She is also fluent in EN, DE, and EL, so can reach

end-users in all project languages



Call Centre Data required


DC - Call Centre Data

(Ideally) Real-world Agent-Caller recordings (Acceptable) Situational Agent training

– Audio only – Audio & video– Separate channel per speaker

2 hours sufficient for 1st year (July 2014) - data collection by Oct 2014

15 hours by 2nd year (2015) Small Call Centres preferred

– Multiple customers and domains (up to 3 domains)



What's in it for the Call Centre?


Call Centre Benefits

Participation & evaluation of intermediate pilots Provide feedback, express wishes wrt features Full METALOGUE system at the end

(no source code - no speech recogniser) Strict Guidelines for data protection

anonymisation process published data will have sensitive data redacted

YOU can determine what can and cannot be published



Call Centre Scenaria Examples



Call Centre Advisor Training Dealing with Customers

– - social skills– - listening skills– - negotiating skills– - selling skills



Call Centre Advisor Training Dealing with Issues

– - listening skills– - empathy / understanding– - technical expertise– - resolution skills



Call Centre Advisor Training Dealing with Complaints

– - listening skills– - empathy / understanding– - resolution skills– - escalation to Senior Advisor– - compensation



Call Centre Advisor Training Negotiating Solutions

– - listening skills– - empathy– - offering options– - honesty re. Pros & Cons– - flexibility– - escalation to Senior Advisor



Call Centre Advisor Training (cross) Selling / persuasion

– - listening skills– - identify customer needs– - identify opportunities– - offer product /service– - persuade– - satisfy


User Scenaria – Call Centres

Call Centre Advisor Training Brand stickiness

– - Product / Service Expertise– - empathy / understanding– - personalisation of service– - flexibility



Call Centre Example Dialogues(A)dvisor – (C)ustomer



Call Centre Example Dialogue 1CUSTOMER ISSUE


Call Centre Scenario 1 – issue (1/4)

A: Welcome to METALOGUE. This is Maria speaking. How can I help you today?

C: Yeah, hello, Brown. I'm calling about a delivery that was supposed to take place this morning.

A: No problem. I will check this for you. Can I first please have your Account number?

C: Where do I find that? Is it just digits or the one with the letters?

A: It's just 10 digits and you can find it on all communications from us.

C: Just a sec … Ah yeah, I think I've found it. I got 1234567890. I hope that's right.

A: That sounds right. Let me quickly check for you. … Yes that's fine. I've got your record here. Can you just please confirm your full name and postcode for me?

C: Yeah, sure. It's Jackie Brown and my postcode is SK9 5LS.



A: Perfect. Many thanks for that, Ms Brown. … So, I see that you were expecting a delivery of 1 METALOGUE CD today at 10am through DHL.

C: Yes that's right. But the delivery guy must have come and gone without notifying me!

A: Really? That's very odd. Hmm... It actually says on my record that the DHL guy rang your bell at exactly 10am and kept on ringing at regular intervals until 10:10 when he gave up.

C: What?! I never heard my bell ring! Are you sure you've got the right details there for me?

A: I'm absolutely certain that this is your record, Ms Brown. I have confirmed your personal details with you, as well as the delivery details. But let me do some research for you …

C: Yes please, go ahead.

A: Right … OK. I see what's happened. The DHL guy has left a delivery notification at your address, presumably in your mailbox? Have you checked?



C: Ah right! No actually I haven't checked. Given that I was here I thought that I would hear him come, so I didn't think of that. Can you please hold so I can go and check quick?

A: Yes no problem. I will wait for you.

C: Thanks! I won't be long.

A: It's not a problem at all.

C: I'm back. Thanks for waiting for me.

A: Don't mention it. Have you found the notification slip?

C: Yes, I've got it. It says that DHL will attempt a delivery again tomorrow at the same time, unless I want to reschedule it for a different day / time.

A: That's right. So there is a direct phone number for you to call, right?

C: Let me see … Yes 0845 … yes, there is a number here. So I just call that?

A: Exactly. You can call them to reschedule the delivery or if the day and time are fine for you, you don't need to do anything.



C: OK, that was not too complicated. I feel stupid now for not having checked my post before calling you!

A: Ah don't worry. It's understandable, if you were there the whole time, I would be wondering myself what had happened.

C: I guess.

A: So is there anything else you would like me to help you with?

C: No that was it really. Thank you very much for clearing that up for me!

A: It's not a problem at all, Ms Brown. If there are any problems with tomorrow's delivery, feel free to call back.

C: Thanks a lot, I will. Enjoy the rest of your day.

A: Many thanks, Ms Brown. Have a lovely day yourself.

C: Thanks, goodbye!

A: Goodbye, Ms. Brown



Call Centre Example Dialogue 2CUSTOMER COMPLAINT /

CROSS-SELLING


Call Centre Scenario 2 – Customer Complaint (1/9)

A: Welcome to METALOGUE. This is Maria speaking. What can I do for you?

C: Yeah that's the question now! Sorry, good morning. I'm Jackie Brown. I'm ..

A: Good morning, Ms. Brown.

C: .. calling because I just can't use your software! I've been trying to do something for 3 days now and I keep failing, so I've had enough!

A: I'm really sorry to hear that, Ms. Brown. I will do my best to help you and hopefully resolve this now.

C: That would be nice, but I still think that I shouldn't need to call you for this. It should be self-evident from your help menus and the listed options, rather than having every time to call this expensive 0845 number! That's completely unacceptable!

A: You are right, Ms. Brown. The built-in help should be sufficient for all common issues / tasks. Hopefully I can help you identify the right menu options today, so that you don't need to call in the future. But just a question, I assume you don't have the METALOGUE Support Plan?

C: No, what's that now?



A: It's a subscription service that allows you 24/7 telephone support 365 days a year for the special price of £100 a year.

C: That's dear.

A: £100 may seem dear out of context, but if you consider the times you have called and paid for the premium helpline number, and also all the other times where you wish you could call but didn't. It really pays off after just 4-5 calls, if you think about it.

C: I guess it does, yes.

A: Well, let's leave that aside for the moment. We can come back to it later. First, let's try and figure out what your issue is.

C: Yeah, OK. So you know how one of the options is to export my design to PDF?

A: Yes?

C: Well, that option is just not available. It's greyed out and I cannot select it! I don't know why. I have used this option before, but for the past 3 days it just doesn't work.



A: It may be something about the specific design project you are trying to save .. export.

C: I suppose so, yes. I don't know what I've done wrong.

A: We'll figure it out together. OK, first of all, can you please select the option “Save as” for me?

C: “Save as”, OK, any particular filename you would like me to use?

A: Whatever you want, as long as it's not the same as the original, to be safe.

C: OK, how about Design test.

A: That's perfect.

C: OK. Done. And now?

A: Can you go to the Export file menu now?

C: Yeah.

A: OK, and now can you see “Export as PDF” in this pull-down menu?

C: I can see it, yes, but it's greyed out.



A: It's greyed out. Hmm.. Let's try something else. Can you select the “Print” option?

C: Yes, to what, my printer?

A: No, if you look, there should be an option to print as PDF in there.

C: PDF? PDF, PDF … Ah right! Yes, I can see that now! I didn't know you could print out to a PDF file!

A: Yes, you can indeed. The Print option is very handy. There are all types of things you can print something to. Not just printers but also PDF and several other document capture programmes.

C: Ah right, I didn't know! That is handy! I'm glad I know about this now!

A: Yes it's a neat feature. Most software programmes have it nowadays, but yes I'm glad I've shown it to you now.

C: I'm glad you did too! Definitely!


Call Centre Scenario 2 – Selling (5/9)

A: Excellent. So, now, to come back to the METALOGUE Support Plan I mentioned earlier. Would you be interested in finding out more about it?

C: I don't know.

A: As I said, you just pay £100 and you get a whole year's worth of telephone technical support with our software. That means you are free to call for free for any little thing, absolutely any issue you are having with the software or your project. No restrictions as to how often you can call on the same day for instance.

C: That's neat yes.

A: It is a very good deal. I know because I am aware of the cost of calling a premium 0845 number and most of the calls last for more than 10 minutes too. Imagine if you have to stay on the line to resolve an issue for half an hour or even an hour!

C: Yeah that would be extortionately expensive!

A: Indeed. So, that's why I said that in comparison the 100 pounds is a good investment.



C: Yeah and I use your software every day, for multiple hours a day, so I guess I may encounter other issues or may want help on other stuff too soon.

A: Exactly.

C: OK then. Let's do it. How do I pay? And how do I get a confirmation that I'm covered?

A: We've simplified the process for you. You can just pay by PayPal, so you only need to give me your PayPal account email address, and that's it.

C: Ah OK.

A: You will get an email confirmation straight away and you are covered on the spot!

C: That sounds good.

A: In fact, as a courtesy for your troubles with our Software in the past 3 days, I will backdate the Support Plan start date to cover this phone call too.

C: Really?! Oh that's very kind of you!



A: Yes, we don't normally do this, but given the difficulties you had with our Software, we would like to compensate you for your troubles and lost time, so I will refund the cost of this phone call from your annual subscription for 2013-14.

C: That's brilliant! Thank you!

A: You are welcome, Ms. Brown. As I said, it's our way of saying sorry.

C: Awww. I really appreciate that. And you can be sure I will spread the word about you as a satisfied customer.

A: Thanks a lot, Ms. Brown. We would appreciate that!

C: It's only fair. Thank you! So, you need my PayPal email?

A: Yes please.

C: OK, it's [email protected]

A: Jackie, spelt like in your profile right? With an I and an E in the end.

C: Correct.

mailto:[email protected]



A: OK, let me type that in here …. Done. So to confirm once again, your PayPal account will be charged with 100 pounds immediately. You will get your refund on the cost of this phone call in the next couple of days. So that will be probably around 15 pounds. You will see it as a credit on your account.

C: Great!

A: And so you know, you won't be automatically charged next year. You will be sent an email reminder a month before your Plan expires about renewing your Support Plan subscription and you can decide then whether you want to pay with PayPal again or you would prefer a different method of payment, e.g. a credit or debit card.

C: OK, excellent.

A: So that was it. It didn't take long, did it?

C: No, that was superfast. Thanks a lot for your help and for your giveaway!

A: You are welcome, Ms. Brown. All I want is a satisfied customer!



C: And you certainly achieved that!

A: I'm really glad, thank you, Ms. Brown.

C: Thanks again! I hope I get you next time I call!

A: I hope so too, Ms. Brown! Thanks for calling today.

C: Thank you! Goodbye!

A: Goodbye, Ms. Brown.

metalogue call centre presentation v2

Documents

metalogue dialogconnection

metalogue consortium

metalogue tools

metalogue eu project

metalogue training tools

metalogue user scenaria

centre user scenaria

centre users