WS PRESENTATION TEMPLATE - ITU

spectacularscarecrowAI and Robotics

Nov 17, 2013 (3 years and 9 months ago)

81 views

The Fully Networked Car

Geneva, 4
-
5 March 2009

1

Innovative Strategies to Improve the Delivery
of Telematics Voice Services

Julien Masson

Director French Operations

Connexis LLC


The Fully Networked Car

Geneva, 4
-
5 March 2009

2

Consumers expectations for ubiquitous LBS

o
Consumers are more & more exposed to
Navigation systems:


Boom of the PND market


Imminent explosion of GPS phone segment


Steady increase of OEM Navi systems


o
They expect now to benefit from rich,
up
-
to
-
date, dynamic content ubiquitously
with easy
-
to
-
use location based services

The Fully Networked Car

Geneva, 4
-
5 March 2009

3

Many attempts from OEMs to provide easy
-
to
-
use audio and visual in
-
vehicle services…

o
Using Navigation enhancement services
whilst driving require a convenient, easy
-
to
-
use, and safe HMI (Audio, Visual, Tactile)


o
The
Auto Industry has investigated over
years various paths to enable services:


Embedded Voice Recognition


Assistance through a live Operator


More…

The Fully Networked Car

Geneva, 4
-
5 March 2009

4

Remaining Cost and Quality Challenges of

In
-
Vehicle Audio Services

o
Despite these attempts, a number of cost
and quality challenges remain for the
delivery of in
-
vehicle voice services:


Embedded Voice Recognition


Remains expensive with demanding CPU and storage


Not yet mature to address Open Natural Language



Assistance Through a Live Operator


High Call Center operating cost vs. limited customer value


No local knowledge from operators


The Fully Networked Car

Geneva, 4
-
5 March 2009

Key Industry Issue: Expensive Call Centre costs

5

Today’s Call centre costs are expensive
compared to customers’ perceived value


People
-
Assisted Computer Systems™
(PACS™)

reduce traditional call centre costs, and
streamlines the customer experience


Expensive Call
-
Centre costs

Connexis innovation

The Fully Networked Car

Geneva, 4
-
5 March 2009

6

PACS


: Flexible Call Center workflow

Speech
R
ecognition

Engine (SRE)



Silent

Agent (Level 1)


Agent Conversation


(Level 2)

Request Process

PACS™ Workflow

GPS Position / VIN
+

Request in Natural Language


PACS™ is an innovative workflow processing
customer’s voice requests using a hybrid of server
-
based speech recognition and human agents in
reserve to assist in interpreting unclear commands


SRE reduces operational
costs and improves
service delivery time



Silent agents backup
SRE without engaging
the dialog with drivers



Customer satisfaction is
never compromised due
to availability of L2 agent

The Fully Networked Car

Geneva, 4
-
5 March 2009

7

SRE
Speech Shell (SS)

Necessary data for SS performance

PACS Speech Shell requires three types of database:

-
Pronunciation data for POIs (dictionary)

-
Acoustic speech data to create acoustic models

-
Language data to create language models and grammars

Speech
Shell

Dictionary

Acoustic

model

Language

model

The Fully Networked Car

Geneva, 4
-
5 March 2009



-

Nearly 1000 requests performed in French language

-

60% of requests are handled by Level1 and SRE

-
SRE/L1 < 50 sec., compared to ~2 min. (industry std.)



PACS


: Return on
Experience

10%
51%
4%
35%
SRE
L1
SRE+L2
L1+L2
0
20
40
60
80
100
120
140
160
SRE
L1
SRE+L2
L1+L2
Calls
handling

distribution

Calls
duration

(Sec.)

The Fully Networked Car

Geneva, 4
-
5 March 2009

Key Industry Issue: No Local Knowledgeable agents

9

Today’s Call centre agents are not the
local experts that drivers require


Micro Call Centre model of
small

groups of
agents
distributed geographically around
regions to enable the “most local” agent
approach to service delivery



No Local Knowledgeable Agents

Connexis innovation

The Fully Networked Car

Geneva, 4
-
5 March 2009

Distributed Service Delivery

10


Agents handle requests in native
language with local knowledge
of roads, names, and landmarks


Local knowledge reduces call
times and increases customer
satisfaction


High quality VoIP with EC/NR


Sophisticated, high
-
speed,
server
-
based call routing,
eliminating PBXs and ACD’s


Ability to transfer calls smoothly


~15% cost reduction vs.
traditional call centre



Network of agents located where customers drive to
provide the most locally knowledgeable service experience



The Fully Networked Car

Geneva, 4
-
5 March 2009

11

Applying
PACS


and Distributed Call Centres to
Telematics


By combining speech
recognition with human
agents, PACS™:


o
avoids the current
dissatisfaction of man to
machine complex dialogs

o
reduces considerably
labor costs

o
Never compromises
customer satisfaction


Distributed call centers
with work
-
at
-
home agents
promise to:


o
lower facility costs

o
solve the problems of
scheduling and turnover

o
improving service with
local knowledge


R
eductions in operation costs associated
with more efficient/accurate service
delivery opens up new business models