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There is no shortage of technology solutions on the market attempting to aid companies
in the cost vs. service challenge; however to date the results have been large investments
in speech recognition systems with modest improvements in operational efficiency,
but a substantial reduction in the quality of service delivered to the customer.
Speech Applications
Interactions uses Intent AnalystSM resources to capture customer intent
and convey it into The Service FactorySM which then processes all other
elements of the conversation. This enables conversation automation that manages
complex topics, background noise, accents, and fully open dialog that would be a
showstopper for any conventional speech application.
Speech applications provide a restrictive menu-driven experience that must guide
customers into saying expected words or phrases in order to increase the likelihood
of word recognition. If the scope of potential topics is expanded, the recognition
success goes down. The result is a limited scope of functionality, less than optimal
cost reduction and a painful iterative experience for the customer.
- As a consumer when was the last time you were really impressed by a speech application?
- Were you impressed that as long as you played along with exactly what the IVR expected,
you actually completed your task?
As consumers, we have become trained to accept these “low bars” of success. Interactions
has raised the bar.
Listen for yourself.
Agent Assisted Speech
In an agent assisted IVR, the customer has a guide, but they still must labor through
the restrictive structure of a speech IVR. The roads don’t change, but the caller
has a navigator once they get lost.
With Interactions, through combining the real time intent capture of the Intent
AnalystsSM with the decision processing of the Business Rules Engine,
Interactions Service FactorSM, the caller can say anything and go anywhere
at anytime on a direct path to meet their needs.
Critical Concept: Interactions Intent AnalystsSM make no decisions.
Unlike Agent Assisted IVRs, Intent Analysts SM do not decide where the
caller should go, or how the service should respond, they exclusively capture the
caller’s intent, the call moves down the assembly line and the rest of The Service
FactorySM takes it from there.
The only similarity between Interactions’ service and Agent Assisted speech applications is that humans are involved in the process in some form. As an example of clear differences, in “human assisted” IVRs, 1 human CSR can potentially aid up to 4 customers. Through fundamental reorganization of work, Interactions’ service provides some 10+ Interactions workers servicing your customer while saving money.
The result is a smooth, accurate, process driven service experience…and satisfied
customers.
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