twilio signal 2016 how to build next generation speech analytics

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HOW TO BUILD NEXT GENERATION SPEECH ANALYTICS INTO ANY MULTI-PARTY PLATFORM

NISHA GEORGE / TWILIO & JAY BLAZENSKY / VOICEBASE

CALL CENTERS ONLY LISTEN TO 5% OF CALLS

NEW INNOVATION

TWILIO PROGRAMMABLE VOICE

RECORDING

CONFERENCING TWIML

TRANSCRIPTION

QUEUES

PSTN WEBRTC SIP

NISHA GEORGE | @NEGEORGE JAY BLAZENSKY | @JAYBLAZENSKY

MONO CHANNEL RECORDING


DUAL CHANNEL RECORDING


<Dial> Calls

ENABLE DUAL-CHANNEL RECORDING

<RESPONSE> <DIAL RECORD=“RECORD-FROM-ANSWER-DUAL">+14155551234</DIAL> </RESPONSE>


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}’


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

!!!!!!!!!!!!!!!!!!!!!!!


Lead Scoring

ComplianceAgent Monitoring

Voice of the Customer

Keyword Spotting

USE CASES

!!!!!!!!!!!!!!!!!!!!!!!


Keywords (client)

Lead Scoring Voice of the Customer

Keywords (Agent)

ComplianceAgent Monitoring

USE CASES

!!!!!!!!!!!!!!!!!!!!!!!


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


Confidence scores4

DEMO


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$


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] \


{ "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


"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


SUMMARY


!!!!!!!!!!!!!!!!!!!!!!!

“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


twilio signal 2016 how to build next generation speech analytics

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