2018.08 mari speech ThaiNLP Meetup#2
- 1. iNsights where customers become your Service QA inspectors Introduction to Mari
- 2. Business Case Deployment Results Moving Forward Overview
- 3. Business Growth Investing heavily into 3G Close to 4000 Call Center Staff already Challenge Cope with rise in traffic ? Maintain or reduce staffing levels ? Business Case - Productivity
- 4. Converging Business - Bundled Product Business Case - UX IVR Web Retail Order Management Billing CRM IVR Web Retail Order Management Billing CRM IVR Web Retail Order Management Billing CRM
- 5. Converging Business - Bundled Product Business Case - UX IVR Web Retail Order Management Billing CRM IVR Web Retail IVR Web Retail
- 6. Traditional IVR Bundled Products Business Case - UX # 817281 Terrible Experience
- 7. Concept Customers dont really want to speak to people, they want information or to do something and choose the easiest path Systems Customer Agent System
- 8. Call Types 70% Generic ie How Much is my bill ? When to pay it ? 30% Specific How to set a modem Product issues Detailed Bill enquiry Business Case ROI Justification
- 9. 2 to 3 years payback Productivity Gain Reduction in cost or Maintain cost with rising subscribers Customer Satisfaction Quantify Churn Reduction Marketing No ROI, just seen as a branding initiative Business Case ROI Justification
- 10. UX 50% Accuracy = 1 in 2 calls fail 67% Accuracy = 1 in 3 calls fail 75% Accuracy = 1 in 4 calls fail 80% Accuracy = 1 in 5 calls fail 90% Accuracy = 1 in 10 calls fail 95% Accuracy = 1 in 20 calls fail Our minimum Standard 85% ( ~ 1 in 7 calls fail ) Deployment Vendor Selection
- 11. Controlled Scripts ie You can say any of the following Billing Promotion Fault etc Improve Accuracy Defeat the purpose of Free Speech Bad Experience Deployment Wrong Deployments
- 12. Forcing customer to say yes every time to continue Its not natural Deployment Wrong Deployments
- 13. Make it Human Role Play call flow Deployment - Design
- 14. 1st Welcome ( usually they hang up ) 60 second intro on how to use Sand Box can play first 2nd Call uuhh uhhh ahhh More guidance first 20 calls Reduce Guidance after 20 calls If use low probability phrase teach correct phrase before continuing with flow Deployment Training & UX
- 15. Type Handset Age Deployment User Selection
- 16. Significant gains in self service ie Billing self service Satisfaction with IVR increase 50 % Improved Call Routing 94% Accuracy Results
- 17. Are You Brave ? Looking Forward - Chatbots Search Bots Will work Chat Bots Creating False Expectations Test 16 Aug 2018