getsmart automation services 111212 v4

7/28/2019 GetSmart Automation Services 111212 v4

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Automated Customer ExperienceSelf Service Solutions

Avaya Professional Services



Speakers

• Mike Smith – APS Sales – Principal Consultant

• Judi Halperin – Global Speech Engineering Team Leader

• David Martin – NAR Automated Customer Experience Practice Leader



Agenda

• Quick Start Solutions

• Depth of Services

• Success Stories



4

What Keeps You Up at Night?

Older technologycan’t leverage

economies of scale,and can’t load

balance acrosssites

I need fa s t and ea s y acc

e s s

to i n fo r ma t io n a nd

e x pe r t i se

System

reliability

and uptime

ar e c r i t i c al t o our st r at egy and oper at i ons

Higher Cost s bec ause my sy st ems c an’t lev er age new er f eat ur es and f unc t ions

I’m constantlyunder pressure

to do more

with less



Proactive Outreach for PaymentsSolution (POPS)



Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 66

Business Challenge

Challenge

• Many institutions, whose core business depends upon collecting structured payments from their customers for mortgages, credit cards, and major purchases like automobiles and other durablegoods, are facing increasing collection problems from financially stressed consumers.

Opportunity

• Lack of a proactive and automated collection strategy can result in 50% lower collection rates aswell as 23% higher cost (multiple Industry Sources).

• Most financial institutions facing increasing collection challenges as indicated by the 8%delinquency rate on US home mortgages (Mortgage bankers association).

• Companies must find alternative methods to more effectively manage the collections processwhile keeping customer service top of mind.

Solution

• Proactive Outreach for Payment Solution(POPS) provides multi-channelautomated outbound agent functionality to pre-empt and reduce delinquency byreaching out to customers early to remind them of an upcoming payment or their past due status.


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Multi-channel Contact StrategyUse cost effective communications - Use your current resources most effectively.

SMS Message: “Your payment is past due……. can pay through the web…..

…. can call in 0-800…” SMS

E-mail

Orchestration Designer voice sample call flow

Calling for… Bob Jones. If you are… BobJones, press 1. Otherwise, press 2.

As a valued customer, I want to remind you

that your mortgage payment is a few days

late. A payment of $710.82 was due on

August 31st”

To ‘make a payment’, Press 1. For ‘payment

arrangements’, Press 2…

Phonecall

This ismortgagepaymentreminder



POPS Orchestration Designer Application Functionality

Initial Live Call Handling

Answering Machine Handling

Authenticate (configurable)

– Caller Confirmation

– Security Question

– Knowledge Question

Call Reason

– Hear Payment Information

– Failed Promise-to-PayMessage

– Incentive (optional)

Main Menu

– Make a payment

– Promise to pay

– Transfer to a representative

Promise to Pay

Make a Payment

– ACH Payments

– Credit Card Payments

Wrap-Up

Best practices used in the design of theapplication

Configurable options

Real time processing of a payment to thecustomer’s account. Credit card or ACH(debit acct) through web services.

Transfer to a vdn.



Call Back Assist



The Downside of Putting Customers On Hold

When sent to a queue, customers are limitedto 2 choices – wait on hold or hang-up,leading to undesirable outcomes:

Customer irritation and loss of goodwill

Customer abandons the transaction andseeks a competitive alternative

Heard on Twitter…“Just crossed the 50 minute mark on hold with[company name]. Just out of spite I want to cancel.”

“About ready to cancel my [company name] service

and go to another provider. Been on hold with themfor 33min!!”




What If There’s A Better Alternative?

Improve customer satisfaction and retention while lowering costs




Extend Your Reach

Voice Web Mobile

Avaya Callback Assist delivers superior flexibility by letting customers

reach the contact center through their entry point of choice




Improved User Experience in Self Service

Callback Functionality on a Mobile Device

13

TechnicalSupport

Typeof Issue

Description of Problem

Request aCallback




Benefits: The Customer

The agent is “more helpful” … and in a better mood

I can get to other things instead of waiting on hold

I can schedule when I want to be contacted

I can request a call back from an agent from mySmartphone or while browsing the support page

When I can’t wait in queue any longer they call me back

The agent knows what I need by the time I get a call back

I have greater control on how to get support

© 2009 Avaya Inc. All rights reserved.




Benefits: The Contact Center Manager

I can better balance my agents’ workload by offering

customers with a callback during peak hours

I can handle a spike in call volume with my existing staff

My agents’ morale has improved when they support fewer

unhappy customers who are stuck waiting on hold

My toll charges have decreased now that customers

don’t need to wait on hold

Shorter wait times and fewer abandoned calls now that

my customers have a call back option



Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16© 2009 Avaya Inc. All rights reserved.© 2009 Avaya Inc. All rights reserved.

Imagine the Possibilities

Interactive(Assisted) Service

Proactive OutreachManager

MediaRouting

2nd chance atSelf Service

SMS, eMail, vMail

Video

(Kiosk, IVVR, Flash)

Intelligent Customer

Routing

Custom Applications

Advanced WaitTreatment

Call Back Assist

AgentCustomer

Avaya AuraExperience

Portal




Avaya Global ServicesServices Continuum

" Self-ServiceOptimization

" Upgrades

" Modifications/

Enhancements

Manage

Plan/DesignImplement

Train

Cutover Support

Setting You Up For Success

" ASAP

" Assessments" VUI Design

" Development

" Testing

" Consulting

" Usability Testing

" Deployment

" Reporting

"Speech Tuning

Day 2Support

" Global coverage

" Support for Software

and Hardware

" Value-added,

Enhanced Support

Services

" Managed/Hosted

Avaya Professional Services

Maximize Uptime in “Day 2”

Implementation Services Support Services




Automation Services




Avaya Solution Assessment Program (ASAP)

One-day on-site customer engagement – Call center visit and analysis

– Assessment session with business stakeholders

Focused on how speech recognition can be leveragedas a self-service solution

– Based on industry best practices

– Driven by customer’s business objectives

Formal assessment report documenting recommendedautomation opportunities and ROI factors




ASAP Benefits

Solution Oriented – Provides Focuses on business and customer needs

– Drives decisions based on business objectives

Better Statements of Work

– Aligning needs and objectives will better definewhat’s to be delivered

– Focusing on the overall solution rather than technicalcomponents

More Realistic Expectations

– How the technology will be leveraged

– How the solution will be delivered




Voice User Interface (VUI) Design Offer




“You can use an eraser on the drafting

table or a sledge hammer on theconstruction site.”

—Frank Lloyd Wright




Balancing the Design

Caller Goals

Who are your callers?

Why are they calling?

How often?

What does the caller want out of the interaction?

Why is the business implementing self service?

What is the marketing strategy?

What are you business goals?

What are your automation goals?

What do you want out of the interaction?

Need to define these upfront to make design decisions.It is a trade-off.

Caller Goals

BusinessObjectives




Why VUI Design Matters

Improved

Customer Service

Common “Look and Feel”

with Other Touch Points

Improved Automation /

Containment Rates

Improved

Caller Experience

If You Build It, Will They Come?

If the IVR is easy to use and presents a positive caller experience,callers will happily use it

If the IVR is difficult to use and therefore frustrates the caller,goodbye ROI




Usability Offer




“The joy of an early release lasts but a

short time. The bitterness of an unusablesystem lasts for years.”

—Anonymous




What is Usability Testing?

A technique used to evaluate a system by having actual userscomplete high-frequency tasks while interacting with the system

– Uses tasks significant to the callers’ goals and the business’requirements

For self-service solutions, that means having callers make calls into

a real working system Callers are provided with scenarios and appropriate test data

The system is evaluated based on how well callers are able toaccomplish their tasks in the system

– Did they accomplish the task or not?

– How long did it take to accomplish the task?

– How many tries did it take?

Callers are also encouraged to provide opinion feedback on thesystem- both positive and negative




Usability Testing – Customer Benefits

Documented application usability measurements

Self Service human factors and application usabilityexpert analysis of an application

Risk mitigation around VUI design strategiespre-deployment

Enhanced caller experience resulting in improvedcaller satisfaction

Reduction in costs due to human involvement reductionsfor transactional calls

Better education and more realistic expectationsregarding the self service technologies




Grammar Development




What is a Grammar?

Grammars define the set of words and phrases arecognizer is expected to identify and how results shouldbe passed back to the application.

Grammars constrain caller input to an appropriate set of domain-specific words and phrases

– Can allow optional pre-fillers and post-fillers as appropriate

– Can allow synonyms

– Can reference a custom lexicon to help supplement thesystem dictionary

– Can include additional constraint via ECMA or Javascripting as well as standard and vendor-specificmethods

Come in many flavors; current most popular variation isGRXML based on the W3C SRGS and SISR standards.




Why Emphasize Grammar Development?

Bottom Line:

If the system does not recognize what callers say,

they will not be able to complete their task in the IVR!!

Caller/Customer satisfaction will be negatively impacted Containment rate heads south and ROI goes with it!

As a Result…




Application Tuning




“…Appreciate your mistakes for what they are:precious life lessons that can only be learned

the hard way. Unless it's a fatal mistake,which, at least, others can learn from.”

—Al Franken




Tuning Process

Collect

Production

Calls

Audio and Log Files

Transcriptionsand Grammars

ProposedRecommendations

Transcribe

Data

Analyze

Data

Run

Experiments

to Validate

Tuning

Report




Tuning – Recognition Optimization

Based on production calling environment

– Caller demographics, time of day, day of week…

Compare what the caller actually said againstwhat the speech recognizer understood

Determine whether the caller’s response is in linewith what is expected

– “In grammar” (IG) vs. “Out of grammar” (OOG)

Determine what happened when the recognizer was presented with both IG and OOG utterances

– Correctly accepted, Falsely rejected, Falsely accepted,Correctly rejected




Tuning – Caller Experience Optimization

Examines Caller Experience Related Issues

Are callers successfully completing their goals?

– “Poor” recognition accuracy can still allow

a positive caller experience if the recognizer correctly identifies the caller’s intent

Are callers becoming confused or upset?If so, where and why?

– Unexpected hang ups, content and tone of caller responses

Can the caller recover from recognition errorsand/or missteps?

Is the caller seeking functionality missing in theapplication?




Self Service Optimization




V o i c e P o r t a l 4 .x / 5 .x

E x p e r i e n c e P o r t a l 6 .0 M P S 3 .5 F

P 4

Self-Service Optimization

Are these your questions…?• Which parts of the self-service solution are

working as intended, which may be falling short –

and why?

• How does the actual customer path differ from

the path intended by the business?• How many callers are successfully completing

their goals entirely within the IVR?

• Are there parts of the flow where users seem to

get stuck or confused, need to repeat their responses, or opt out for an attendant?

• Are callers being forced out to an agent due to

issues related to the external systems the IVR is

interfacing with, because of logic required by thebusiness processes, or due to unexpected caller behaviors?

• Are callers able to complete their goals in the

system or are there points in the application flow

where the callers are stuck or abandon?




Analytics

– Provides tools to understand WHY it is happening

– Understanding WHY leads to targetedrecommendations of changes for improvement

– Without the WHY, changes might not strike at the heartof the problem

Self-Service Optimization: Analytics—not Reporting

Reporting

– Identifies WHAT is happening

– Is typically counts of events




Collect new call detail logfiles and analyze to

verify that the changesworked

Determine new set of changes and continue

41

Continuous Assessment and Change

Lifecycle of Self-Service Optimization

Change Self-Service ApplicationsMake necessary changes to Self-Service applications

Deploy changes

Analyze Caller ExperienceUse the analysis system to find out WHAT is

the problem, WHY it is happening anddetermine a targeted recommendation

Identify targeted changes to fixthe issues and improve KPIs.

Collect Sampleof Caller Experience

Collect call detail log files andupload to the system

Post Optimization




Case Studies




Media and Communications

Conversant End-Of-Life

Limited touchtone offerings

Part of a total call center upgrade

Started out as an ASAP engagement

Voice Portal

Speech-enabled solution

– English and Spanish

– Offers callers the ability to check account status, report a delivery

issue, make a payment, or do a temporary stop/restart.

Requirements Gathering, Design (SE and SA), Development, ApplicationTuning, SSO (beta customer)

Largest Newspaper in Inland Southern California

Opportunity

Solution

APSServices




Canadian Government Entity

Voice Portal replacement of an Intervoice Platform End-Of-Life

Speech-enabled solution for creditors and debtors

Access case details, request faxed forms, and listen to FAQs

Includes outbound application for appointment reminders

Speech-enabled job search application

Caller provides job type and geographic location

Application leverages the same web services used by their web portal toaccess job openings

Mix of pre-recorded messages and text-to-speech to hear job detail

A more intuitive interface of next, back, and more details to navigateamong multiple job openings.

JusticeDepartment

HumanResources




Major Municipal Employee Retirement Services

Partnered solution with Nuance

Allows participants to access loan information and requestforms

Includes Speaker Verification

APS-led activities:

q Development, testing, and tuning efforts

q On-going design modifications

q POM

q SSO Beta customer




More Deployments

Speech-enabled routing application

Collects caller’s membership number and reason for calling

Documented case study

Speech-enabled routing application

Callers routed based on drug name and call reason

Application prompts callers for one of 95 drug names

AAANew York

Pharmaceuticals

– e.g. nimbex, terazosin – Required custom lexicon

– 97.9% correct accepts of in-

grammar utterances




Home Warranties

Customer provides home warranties to home buyers

Speech-enabled solution for both home buyers andcontractors

Callers can check an existing claim or submit a new one

Avaya’s first deployment using Nuance’sRobust Parsing Grammar (RPG)

– Allows callers to respond more naturally

without the need for a more complexstatistical language model (SLM)

– e.g. “My air conditioner is blowing hot air.”

Partnered solution with Verizon




Major Technology Company

No self-service

Basic call routing on CM

Executive-sponsored initiative

Started out as a Technical Assessment

Voice Portal and Interaction Center

Speech-enabled solution

– English only with future plans to add more languages

– Offers callers the options to open a new support request or check on

an existing one. – Callers identified, categorized by product and problem, and prioritized

by business criticality.

– Fully integrated with their agent desktop solution.

Opportunity

Solution




Major Retailer

Store Field Support solution

– Design-to-Pilot deployment in 4 months – Multi-slot recognition, supported by the Nuance’s Adaptive

Grammar Engine

– Uses 278 grammars and upwards of 57k grammar paths

– Currently tuning in Pilot (60 stores)

• 2-4% misroutes

• Compared to 35-45% misroutes with previous DTMF application

Pharmacy Re-Fill solution in discussion

T&E Consulting services: solutionarchitecture and design; grammar development; and application tuning




QUESTIONS?

Mike Smith – [email protected] Judi Halperin – [email protected]

David Martin – [email protected]

getsmart automation services 111212 v4

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