Technology in the Customer Contact Center Environment Technology in the Customer Contact Center Environment

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17 Νοε 2013 (πριν από 3 χρόνια και 6 μήνες)

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IVR/Voice Recognition
IVR/Voice Recognition
Technology in the Customer Contact Center Environment
Technology in the Customer Contact Center Environment
Scott Nainis
11 June 2003
UI Program and Technology Conference
Whitefish, Montana
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Agenda
•Overview of Customer Contact Centers
•Technology for Customer Contact Centers
-Voice over Internet Protocol (VOIP)
-Unified messaging
-Wireless technology
-Speech recognition/Voice Automation
•Focus Upon Speech Recognition/Voice
Automation
-What is text to speech (TTS) generation?
-Potential Benefits to UI Agencies
-VoiceXML standards for speech automation
-How this fits into the customer contact center?
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Why Customer Contact Centers?
•Call centers typically based upon a uni-modal
service model
•States seeing significant electronic interchange
penetrations –i.e. Internet --sometimes
exceeding 50%
•Reducing the use of expensive resources is a
necessary
•Human intervention cannot be eliminated, but
must be efficiently managed
•The experience for customers –both claimants
and employers –will be the sum total of that for
all modes
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What Technologies might be Impacting
Customer Contact Centers?
•Voice Over Internet Protocol (VOIP)
•Unified Messaging and Data Integration
•Wireless Technologies
•Speech/Voice Recognition and Voice
Automation
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Voice Over Internet Protocol (VOIP)
•Voice Over Internet Protocol takes advantage of
Internet technology and Internet data
transportation resources to support cost-
effective voice telephone service for state UI
agencies
•Breaks voice signals down to data packets sent
over the Internet or leased telecom lines using
Internet protocols
•In the longer term it could allow those using UI
Internet applications to speak to UI agency staff
when using their computer for UI transactions
and queries
•Most UI agency applications of the former type
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Typical VOIP Architecture
Example: State of Alabama
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Benefits of VOIP for UI Agencies
•Possibility of lower costs for both inbound and
outbound calling –can reduce telecom costs by
50% or more
•Increased efficiency in terms of greater utilization
of state resources
•Can be used to tie together multiple call
centers/customer contact centers
•Can work with advanced telephone services not
available over analog systems
–Unified Messaging, data integration and speech recognition
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Unified Messaging and Data Integration
for UI Agencies
What is Unified Messaging?
“All your messages –voice, e-mail, fax, data (such as documents) –go to
one inbox. Everything in our inbox is accessible from your desktop PC,
any telephone, or your laptop computer. From your desktop or a Web
Browser anywhere, you can review these messages, which appear as
single-line summaries on your inbox screen. Click the message you want,
and you see or hear the message, no matter what medium the message is in.
Or using any telephone, you can hear your voice messages, forward
received faxes to the nearest fax machine, or even have selectede-mail
messages faxed or read to you.”
ChrisBajorek, Windows NT Magazine, May 1997
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Traditional Messaging
Pre-Unified Messaging
•Segregated “Stovepipe” Messaging
•No Automation of Messages
•Messages Independent of Each Other
•No Text-to-Speech Capability
•Manual Response to Message Using
Appropriate Media
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Traditional “Stovepipe” Methods of
Communication
Telephone/
Voice Mail
Faxing
Email
Beep! Beep!
Meet Me!
Paging
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Unified Messages
Hi I’m calling to let
you know that you
have just...
Phone or Voice Mail
Attached is the
agenda for the
next TIC
Training Seminar
FAX:
From: B. C.
Faxes
Email
Paging
B
e
e
p
!
Unified Messaging is Opening the Door
To Total Integrated Communication
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Segregated Messaging
PBX
PBX
Incoming Calls
PBX
Voice
Mail
System
Voice Messages
Phone
Phone Lines
Fax
Server
Fax Messages
Fax
Email
Server
Email Messages
Email
Internet
Firewall
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Unified Messaging
PBX
PBX
Phone Lines
Fax & Email
Servers
Voice
Mail
Optional
Text-to-Speech
Message Center
Fax
Voice
E-mail
Incoming
Telephone
PBX
Fax
Voice
E-mail
Internet
Firewall
Images
Sound
Video
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Software Message Center
Fax Mail
Voice Mail
E-Mail
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Integration Into Call Center Technology

Calendar, Meetings, Conference Room Reservation
Functionality

Allows customer contact center to be multi-modal

Teleconferencing Made Easy
Additional Benefits to Unified
Messaging
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Wireless Technologies for UI Agencies
•Broadband wireless technologies are connecting
computers, telephones and hand-held devices
together without cables
–Close distance –numbers of feet (BlueTooth)
–Medium distances –within buildings (802.11a and
802.11b LAN)
–Up to miles --cellular
–Hundreds to thousands of miles –satellite/GPS
•Wireless may be of some use within the UI
agency in the future
•Main impact will be for UI customers who start to
rely upon wireless technologies for their
communications needs
•In 2003 there are more wireless devices than PCs
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What It Is
•Interprets spoken words and converts it to text input to
word processors and other programs, also provide dialogue
•Originally only available as ‘discrete’ word systems
–Required people to speak word by word in a halting and
unnatural fashion (‘Discrete’ speech recognition)
–Early systems also had high error rates that required
significant editing of text once it was created
•These earlier limitations have now been overcome
–Has developed to handle both “directed” and continuous
speech
Speech Recognition and Speech Automation
for UI Agencies
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Difference Between Speech Recognition,
Voice Identification and Voice Verification
•Speech recognition is concerned
with understanding what is spoken
•Voice identification and verification
are focused determining who is
speaking
–Identify: recognize person from a list
–Verify: confirm stated identity
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Classification of Speech Recognition
Verbal
Interface
Speaker
Dependency
Platform
Type
Discrete Speaker Dependent PC
Continuous
Speaker Independent
Server
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It’s Not Just Speech Recognition, It’s
Speech Automation or V-commerce
•Text to Speech generation is a necessary ingredient
•Perceived quality of service is affected by the quality of the
interaction
•The quality of the interaction is directly impacted by the
quality and flexibility of the script
•The scripts must be highly flexible and be able to handle
the expected customer response
•Scripting is now following industry standards:
–VoiceXML (voice extensible mark-up language)
–SALT (speech application language tags)
•Complex grammars are being implemented
•Speech recognition is making IVR technology look old and
cumbersome
–But IVR can be easily integrated
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What is VoiceXML?
•Language for developing, testing and deploying
voice gateways/portals/interfaces
•VXML is a standard about to be adopted by the
W3C
•Built on XML schema and structures
–Construct voice applications and perform scripting
–Access and deliver web-based information
–Support multiple platform resources, audio and grammar
formats
–Supports uniform resource indicator schemes
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VXML Timeline
GML
SGML
HTML
Draft
HTML
2.0
XML
VXML
0.9
VXML
1.0
VXML
2.0
XML
Draft
SGML
ISO
Std.
196919801986
19931995
19961998
199920002001
VXML
2.0
(Rev.)
2002
196919801986
19951990
199319961998
2000
200120021999
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IVR Scripting
Caller
System
Back-End
Process
From /
To
From /
To
Speak
UI Welcome Message
Answer Call
Listen to
UI Welcome Message
Call into UI Claims System
1 = Inquiry
2 = File Initial Claim
3 = File Continued
Claim
Speak
SSN Prompt
Listen to
SSN Prompt
Receive SSN
Enter SSN
Speak
PIN Prompt
Listen to
PIN Prompt
Receive PIN
Enter PIN
Request SSN/PIN
Validation
SSN/PIN
Validation
SSN/PIN
Validation
OK/Failed
Receive SSN/PIN
Validation Response
Validation OK
Speak
Main Menu
Listen to
Main Menu
Receive Menu Selection
Enter Menu Selection
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Voice Recognition Scripting
Caller
System
Back-End
Process
From /
To
From /
To
Speak
UI Welcome Message &
SSN/PIN Prompt
Answer Call
Listen to
UI Welcome Message &
SSN/PIN Prompt
Call into UI Claims System
Inquiry, File an Initial
Claim, or File a
Continued Claim
Receive SSN & PIN
Speak SSN & PIN
Request SSN/PIN
Validation
SSN/PIN
Validation
SSN/PIN
Validation
OK/Failed
Receive SSN/PIN
Validation Response
Validation OK
Speak
Options List
Listen to
Options List
Receive Desired Activity
Speak Desired Activity
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Text to Speech (TTS) is an Important
Component
•Flexible Reporting of information based
upon information flow
•Understandable dialect and flow
•Alternatives for foreign languages
•Avoids costly voice recording
American Male
American Female
British Female
German Female
Spanish Male
“Hello, my name is Scott Nainis. Welcome to the UI Program and
Technology Conference. I hope you find what I have to say interesting.”
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How Does Speech Recognition Work?
Source: Speechworks, Inc.
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Phonemes Matching Table
"Tomato" Pronunciation Probability Distributions

Markov Model of "Tomato"
Statistical Pronunciation Distributions

Pronunciation
Phonemes
Probability
T m ey dx ow 54.15%
T ax m ey dx ow 31.59%
T ow m ey dx ow 4.51%
T m ey t ow 2.85%
T m aa t ow 2.40%
T ax m ey t ow 1.66%
T ax m aa t ow 1.40%
T m aa dx ow 0.60%
T ax m aa dx ow 0.35%
T ow m ey t ow 0.24%
T ow m aa t ow 0.20%
T ow m aa dx ow 0.05%
Sum of individual pronunciation probabilities: 100.00%

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Voice Automation Architecture –the
Voice Gateway or Portal
Voice Gateway
Speech
Recognition
Engine
Text-to-
Speech
Engine
Voice
Verification
Engine
Vocabulary &
Grammar
Databases
Voice
Verification
Database
IVR
Engine
Voice
Identification
Engine
VXML
Voice
Speech
Server
VXML/
SALT
Interpreter
End
User
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Voice Automation or V-Commerce
Changes the Paradigm
Time
Dedicated-
Terminal
Access
Complexity
of Data
User
Population
IVR
Access
Complexity
of Data
User
Population
Web
Access
Complexity
of Data
User
Population
Speech
Interface
Access
Complexity
of Data
User
Population
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Example of VXML Script
favorite_color.vxml
<?xmlversion="1.0" ?>
<!DOCTYPEvxmlPUBLIC "-//BeVocalInc//VoiceXML2.0//EN"
"http://cafe.bevocal.com/libraries/dtd/vxml2-0-bevocal.dtd">
<vxmlversion="2.0"xmlns="http://www.w3.org/2001/vxml">
<form>
<field name="color">
<grammarsrc="colors.grammar#Colors"/>
<prompt>Whatsyour favorite color?</prompt>
<filled>
<ifcond="color=='blue'">
<prompt>Wrong!</prompt>
<disconnect/>
<else/>
<prompt> <valueexpr="color"/> is fine. Good-bye.
</prompt>
</if>
</filled>
</field>
</form>
</vxml>
colors.grammar
Colors [ red green yellow blue white black ]
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Speech Automation Dialogue
Example
Police Report Interaction
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Making the Business Case for
Speech Automation
Savings of over
$600K per year
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Speech Automation System Costs
Example Speech Recognition Software and Platform Costs

Item Number Price Extended
No. Item Description Of Ports Per Port Price
1 VXML / SALT Gateway Software 24 $ 1,500.00 $ 36,000.00
2 Speech Recognition Software 24 1,750.00 42,000.00
3 TTS Software 24 750.00 18,000.00
4 Name and Address Software & Database 24 1,000.00 24,000.00
5 Voice Verification Software 24 1,400.00 33,600.00
6 Server Platform 1 12,500.00 12,500.00
7 T-1 Interface Cards for Server 1 4,250.00 4,250.00
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Total Cost
$ 170,350.00

Voice Programming and Testing may cost $50-100K
Total Cost of $220-270K………..less than 6 months payback!
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Potential Benefits of
Speech Recognition/Voice Automation
Efficiency and Effectiveness
•Can save considerable resources for UI agencies
•Faster and more accurate than typing or touch tone
entry ( for most)
•Can be combined with spell checking and other
grammar-based technologies
•Can be combined with text-to-speech capabilities
•Provide services 24 by 7 as a convenience
•Focus staff on higher-value interactions and work
•Can be used with foreign languages to reduce
expensive translator loads
.
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Potential Benefits (Concluded)
Human Factors Improvements
•Once voice-based computer command interfaces
mature (which also requires a user learning phase),
greater efficiency and flexibility possible
•Can be combined with voice
identification/authentication as an additional fraud
control mechanism
•Hands Free -allows stretching, avoids carpal tunnel
syndrome, neck problems, etc.
•Why is it potentially better than
TouchTone® IVR?
–Hands free for customer
–Perceived as much more friendly and personal
–Can decrease IVR time, never increases it
–Allows for much wider input of information (e.g. names)
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Applicability to SESAs for Staff
•Desktop Use
–Agents can use to “speak” desktop commands
–Can be integrated into fact-finding process
(Forms-filling by capturing claimant’s statements
for later editing rather than re-typing)
–Can be used in claims taking/adjudication applications
(spoken comments, rulings etc.)
–Reduce / eliminate carpal tunnel syndrome
–Enable opportunities for the handicapped (ADA Act)
–Integrate as agent interface method for Internet text-chat
–Integrate as agent interface for TDD clients
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Applicability to SESAs (Concluded)
•IVR Integration
–Can be used to verify Claimant –no need for a traditional PIN
–Claimants can “speak” IVR options
–Claimants can change other personal information
–(for example: change of address)
–Saves CSR time when used
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Speaker-Independent Speech
Recognition/Voice Automation Vendors
Speech Technology Vendors
SpeechWorks
Nuance
Phillips Speech Recognition
BaBelTechnologies SA
Voice Service Providers
•TellMe
•BeVocal
•HeyAnita
•NetByTel
Numerous Value Added Resellers (VARs)/Integrators ITSC looked atVoiceGenieCorporation of Boston, MA (SpeechWorks) and
Sages Networks of Atlanta, GA (Nuance).
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ITSC Will Have a Voice Automation
Pilot Lab Set Up the Summer
ITSC White Paper: “VoiceXMLand Speech Recognition –
Nominal Architecture, Vendors, Standards, and
State Unemployment Insurance Agency Applicability”, June/July2003
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Summary
•All customer contact center technologies are
converging
•Speech recognition/voice automation/V-commerce
is a powerful and maturing technology which will
have far reaching consequences in all aspects of
life
•The concepts are moving to full customer contact
center integration
•Advanced applications are already appearing in
commercial call centers
•Rapid paybacks are being achieved
•It is now ready for serious consideration by UI
agencies