At the Voxeo Customer Summit 2010, Tobias Göbel explained the power of personalization in customer communication and how Voxeo's VoiceObjects environment can allow you to rapidly create personalized communication systems. More information at: http://www.voxeo.com/ http://www.voxeo.com/summit2010

1. VoiceObjects
Improving the Customer Experience with
Personalization, Reporting and Analytics
Tobias Goebel, Sales Engineering

2. Personalization
 WHAT ?
2 © Voxeo Corporation

3. Personalization: WHAT?
“Personalization involves using
technology to accommodate the
differences between individuals”
Wikipedia
3 © Voxeo Corporation

4. Personalization: WHAT?
Not all customers
are equal...
...
...but when it comes to
phone self-service, we
treat them all the same
4 © Voxeo Corporation

5. Personalization: WHAT?
Group Level 1:1 Personalization
• Customer segment • Personalized greeting
• Customer value • Relevant menu choices
• Language preference • Remember last transactions
• Address or region • Shortener or longer dialogs
• ... • ...
Hello Maria,
welcome back to Prime Bank!
Please enter your PIN...
Your current checking account balance is
$2450. The last time you called, you
transferred money from your Line of Credit
Account to your Checking Account. Do
you want to do that again?
© Voxeo Corporation

6. Personalization: WHAT?
“Remember Me”
 Short term – calling again within a few hours
• Ask if the caller is calling for the same reason again
• Pick up and resume unfinished task
 Mid term – analyzing usage patterns
over weeks
• Proactively offer most frequently used service before
playing main menu options
• “Predict” reason for calling
• Dynamical sorting of menu items (by usage frequency)
6 © Voxeo Corporation

7. Personalization: WHAT?
“Adapt to Me”
 Preferences
• Language, input mode, persona, channel, ...
 Speaking Style
• Synonyms, number patterns, speed, ...
 Experience
• Offer short cuts and shorter prompts for power users
• A power user might be a novice in other service parts!
 Portfolio
• Reflect only products and services aligned with
caller’s subscription
7 © Voxeo Corporation

8. “Natural Dialog Management”
Ensure human-like, natural interaction with
caller – let them control the dialog, adapting to
their speaking style
 Basic features  Advanced features
• Barge-in • Mixed-initiative dialogs
• Global commands • Implicit correction
• Random Prompting • Natural pronunciation
• Multilingualism • Adapt-to-me
• N-Best result handling
© Voxeo Corporation

9. Implicit Correction
 Allow the caller to correct the system without
explicit confirmation steps
“What type of credit card are you using?”
“It’s an AmEx Card.”
“Okay. what’s the number of your MasterCard?”
“No, it’s AmEx!”
“Sorry about that. What’s the number or your AmEx?”
“3469 - …”
© Voxeo Corporation

10. Mixed Initiative Dialogs
 Allow the caller to steer the dialog freely
“Service plan, customer data,
billing questions, or support?”
“I have a Billing question.”
“Okay, Billing. What’s your invoice number, please?”
“Oh, I want to update
the expiration date of my
Visa card!”
“Sure. What’s the new expiration date
of your Visa card?”
© Voxeo Corporation

11. Adapt-to-Caller
 Adapt to caller‘s speaking style: Synonyms
“How can I help you?” “How can I help you?”
“I have a problem with my “I have a problem with my
Internet connection.” DSL connection.”
“ You said you have a problem with your “I understood you have a problem with your DSL
Internet connection, right?” connection, right?”
“That’s right.” “Yes, correct.”
Transfer to Agent.
Screen Pop=“DSL Problem”
© Voxeo Corporation

12. Adapt-to-Caller
 Adapt to caller‘s speaking style: Number Patterns
1-2-3 6-9-0-0 1 - 23 - 6900
“Your phone number, please?” “Your phone number, please?”
“one two three, six nine zero “one , twenty-three, sixty-
zero ” nine hundred
“Ok, one two three, six nine zero zero. “Ok, one, twenty-three, sixty-nine
Correct?” hundred. Is that correct?”
“Correct.” “Yes, that’s right.”
© Voxeo Corporation

13. Personalization
 WHY ?
13 © Voxeo Corporation

14. Personalization: WHY?
Improve Caller
Experience
Optimize thru
Reporting and Up-Sell and
Analytics Cross-Sell
Lower Increase
Maintenance Automation
Costs
14 © Voxeo Corporation

15. Enable Up-Sell and Cross-Sell
Since you are one of our high
net worth customers with an average For taking our customer survey,
monthly balance of over $5,000, would we’ll deposit 50 free text messages in
you like information on our new high rate your account. Would you like start the
money market account? survey now?
Mobile Banking Surveys
• Account Info • Voice and Web questionnaires
• Transfers • Open, pre-coded, battery questions
• Transaction History • Drill down analytics on results
Thanks for reporting that pot hole I noticed you exceeded your 500-minute
problem. Would you like service. The 750-minute service plan is
information about the next Roads only $69 per month. Would
Commission meeting? you like more information?
City Portal Mobile Carrier Portal
• Event information • Service Problem
• Report a problem • Top off minutes
• Sign up for service • Purchase service
15 © Voxeo Corporation

16. Personalization
 HOW ?
16 © Voxeo Corporation

17. VoiceObjectsʼ Layer Concept
Efficient management of dynamic, personalized applications
 Features
Adapt system responses at
call time
Examples:
– Multi-persona design
– Multiple languages
– Caller history / experience
– Customer status
– Voice / DTMF
 Benefits
Keeps development and maintenance costs down!
Simplifies management of complex services
17 © Voxeo Corporation

18. Layers Manage Complexity
1 Object 2 Layers 6 different prompts to play
at call time
© Voxeo Corporation

19. Flexibility: The Menu Object
 Dynamic settings for menu items
• Show/hide menu options
• Auto-numbering vs. fixed key assignments
Example 2
• Dynamic menu ordering
Inputmode Voice
Sort order Default
Example 1
Numbering Fixed keys
Inputmode DTMF
Billing No
Sort order Custom
Numbering Auto
Billing Yes [Initial] What do you want to do:
review your service plan, edit
personal data, or talk to support?
Please select: To edit your
personal data, press 1. [2nd NoMatch] I‘m sorry I still didn‘t get that. You
For billing questions, 2. can also use the key pad: To review your service
For support, 3. Or to review plan, press 1; to edit personal data, press 2, or
your service plan, press 4. for support, press 4.
© Voxeo Corporation

20. Reporting: Menu Navigation
Service Definition Reporting on Service Usage
Change default
order of items!
© Voxeo Corporation

21. Adapt-to-Me
Adapt-to-Preferences
Language, input mode, persona, channel, ...
Adapt-to-Style
Speaking style, synonyms, number patterns, ...
Adapt-to-Experience
First-time caller / novice user / power user
Adapt-to-Transaction History
Self-service transaction history:
predict reason for calling
Adapt-to-Portfolio
Reflect only products and services aligned with
caller‘s subscription
© Voxeo Corporation

22. Example: Prime Telecom
Time-dependent Greeting
Main Menu Announcement for
Infrequent Caller
(Not required in Web Channel)
Up-Sell Opportunity through
CRM Lookup
http://developers.voiceobjects.com/
22 © Voxeo Corporation

23. Reporting: Personalization
Question: How does call flow personalization work for our callers?
Application success
analysis by Layer
states (e.g. Customer
segments, …)
At call termination,
78.6% of callers had Call duration is
authenticated shorter for
Platinum users
© Voxeo Corporation

24. More Reporting
 Improving Caller Experience
through Reporting & Analysis
24 © Voxeo Corporation

25. Reporting on Business Tasks
 Business tasks represent a
business view “on top” of the
call flow definition
 Task execution results are
automatically logged to
Infostore
 Business task related metrics
• Number of attempts
• Completion/success rate
• Failure rate (by category)
• Task completion duration
• Caller behavior analysis during
task completion
• Aggregated metrics on recognition
quality
© Voxeo Corporation

26. Business Tasks: Completion Rates
Cross-channel
Reporting
Business-level statistics
on Task completion
rates
… but 82% actively
aborted the “Order”
transaction …
… and there were
recognition problems
and hangups while
entering new credit
card data
“Update Expiration
Date” was very
successful …
© Voxeo Corporation

27. Individual Call Analysis
Show only Calls where
the task “Enter New
Credit Card” failed due to
a recognition failure
… only Calls with
certain customer
segments
… only Calls that Step 1:
terminated in a given Define Filter Criteria
Input State or Module
© Voxeo Corporation

28. Individual Call Analysis
Step 2:
Select Sessions from List
© Voxeo Corporation

29. Individual Call Analysis
Step 3:
Analyze Session
Inspect dialog
Caller hung up after
steps associated
with the task two failed speech Listen to
recognitions attempts utterance
recordings
© Voxeo Corporation

30. Improve your Customer Care Now!
(But first enjoy the rest of the show)
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