How Conversational Self-Service Improves the Contact Center Experience (Video)

Learn more about customer self-service at the next SpeechTEK conference.

Read the complete transcript of this clip:

Quinn Agen: With conversational interfaces, as I mentioned previously, there's absolutely no predetermined flow, you can jump from any self-service or any dialogues, step to another dialogue, step at any moment in time. As I mentioned again previously, the key there is the dynamic, unstructured content. If you can't understand what someone is referring to indirectly, you're not going to make it very far in the conversation.

This session is really supposed to be on the transformative power of conversational, so I wanted to set the stage at the start in terms of how we define conversational and what that means for the customer experience.

Today, we have 24 production conversational voice portals in banks, telcos, and insurance companies in 11 different countries. Here we have some stats from a couple of our customers, Vodafone and then Piraeus Bank and Alpha Bank, obviously financial institutions. (For those of you who don't know Vodafone, it is a telecom operator.) In terms of business benefits in the call center, we increased the customer satisfaction in the IVR because customers can get serviced quicker, get to the self-service on the first try and also get to the correct agent on the first try.

Some statistics that I've seen in talking to different customers, I would say that on average, misroutes in a speech-enabled or DTMF IVR account for around 10-15% of call volume. That's obviously a poor user experience when you have to talk to three different agents to actually get serviced. Self-service usage goes up because we make the self-service experience easier, we're not telling them what to say they just speak what they want. Call capacity goes up because we are being able to manage more calls in quicker time.

Normally, when we implement our conversational platform, we can even decrease the total port demand for a specific customer. For a lot of our customers who were on DTMF or even speech-enabled DTMF with 1,000 ports, we were able to get them down to 800 and 900 ports because it's a more lean and mean machine.

On the Decrease side, return callers, because we're getting callers to the proper agents faster, we're getting them self-serviced faster. I mentioned the internal transfers, and then of course the average handling time. The decrease in average handling time accounts not only on the IVR side because you've condensed the tree and they don't have to listen to 100 menu options.

Also on the agent side because we do have a voice biometric solution which can do the authentication in the IVR, but additionally if you don't have voice biometrics we can still have the virtual assistant do the authentication logic and save that 30-45 seconds of agent talk time which is not only good for the customer because they have to talk to the agent in less time, but good for the cost operations for our customers.

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