Improving IVR Self-Service Using Speech Analytics
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The document discusses improving IVR self-service through the use of speech analytics to enhance caller experience and business metrics. It emphasizes addressing IVR tuning challenges, understanding caller intent, and leveraging latent assets such as call logs and customer data. Recommendations include integrating analytics tools and CRM data to optimize interactions and drive proactive improvements in customer care.
Improving IVR Self-Service Using Speech Analytics
- 1. Improving IVR Self-Service Using Speech Analytics SpeechTEK - May 2016 Dr. Sunil Issar
- 2. © Copyright VOZIQ, 2016 TOPICS COVERED 1. IVR Tuning Challenges 2. Latent Assets 3. Conclusions
- 3. © Copyright VOZIQ, 2016 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
- 4. © Copyright VOZIQ, 2016 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?
- 5. © Copyright VOZIQ, 2016 IMPACT ON CALLER EXPERIENCE Callers get frustrated Abandons Failures Zero-outs “Colorful” language
- 6. © Copyright VOZIQ, 2016 1. IVR Tuning Challenges 2. Latent Assets 3. Conclusions
- 7. © Copyright VOZIQ, 2016 REPORTING Vs. ANALYTICS Current State: Reporting Future State: Analytics What Happened? Why Did It Happen? Containment Abandons Termpoint Opt-outs
- 8. © Copyright VOZIQ, 2016 AVAILABLE DATA Current State: Tuning Data Other data sources? Platform logs ASR logs Contact Center Future state: multi-channel
- 9. © Copyright VOZIQ, 2016 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
- 10. © Copyright VOZIQ, 2016 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_MAKE account used xxx type Visa for the amount xx December 31st 2015 14:12:55:000pay my bill PAYMENT_MAKE reviewed bal. verified payment of xx December 31st 2015 14:12:47:000make payment PAYMENT_MAKE cld to update cc info. December 31st 2015 14:11:00:000make a payment PAYMENT_MAKE cl for blnce info. Advsd of billing cycles. December 31st 2015 14:09:54:000make a payment PAYMENT_MAKE pymnt December 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
- 11. © Copyright VOZIQ, 2016 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
- 12. © Copyright VOZIQ, 2016 OTHER EXAMPLES
- 13. © Copyright VOZIQ, Inc. 2016 CALL VOLUME INCREASED!
- 14. © Copyright VOZIQ, Inc. 2016 BUT THE FCR DECREASED…
- 15. © Copyright VOZIQ, Inc. 2016 WHAT CAUSED THE FCR TO FALL?
- 16. © Copyright VOZIQ, 2016 1. IVR Tuning Challenges 2. Latent Assets 3. Conclusions
- 17. © Copyright VOZIQ, Inc. 2016 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
- 18. © 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
- 19. © 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
- 20. 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 intent IVR issues
- 21. Thank You!(+888) 427-2328 info@voziq.com www.voziq.com Facebook.com/voziq Twitter.com/voziq 11951 Freedom Drive Reston, VA 20190 USA Actionable Customer Intelligence www.voziq.com/freetrial Complimentary: Get Text Analytics on 1 Million IVR Logs & Call Center Agent Notes