1 speech recognition: a simple prescription for offloading your operators
TRANSCRIPT
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Speech Recognition: A Simple Prescription for Offloading your Operators
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Agenda
• Who is Scansoft• What is SpeechAttendant and how it works• Why use Speech in Healthcare• Case Studies
– Peterborough Regional Health Center– UNC Hospitals
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Who is ScanSoft?
ScanSoft, Inc. is a leading supplier of speech and imaging solutions that are used to automate a wide range of manual processes – saving time, increasing worker productivity and improving customer service
• #1 in all major product categories
• 1100+ employees in 35 offices worldwide
• More than 400 patents and patents pending
• 15 million registered users
• 2000+ channel and technology partners
• 48 languages for speech recognition, 26 for speech synthesis
• Productivity applications localized in 9 languages
• Company headquarters in Boston• International headquarters in Belgium• Significant R&D, services and operations
presence:– North America – San Francisco, Montreal– Europe – Budapest, Woking, Aachen, Edinburgh– Middle East – Tel Aviv– Asia Pacific – Sydney, Taiwan, New Delhi
• Sales representation in 70 countries• Supporting more languages and
dialects than any other vendor
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Building a Speech Company
2004 2005200320022001
December 2001 – L&HDNS, RealSpeak,
Embedded ASR and Audiomining
January 2003 – PhilipsEuropean DA business
Network ASR engineRobust embedded business
March 2003 – Lobby7Wireless, multimodal
applications and platform
August 2003 – SpeechWorksNorth American network channels
North American professional services group ASR expertise
December 2003 – LocusDialog
Auto attendant application and
channel
June 2004 – Telelogue
DA application and ASP platform
August 2004 – B&GAssistive technologies
for embedded
December 2004 - RhetoricalTTS tools and European
customers
January 2005 - ARTSpeech for mobile devices
Sept 2005 – NUAN
Core Technology
April 2005 – MedRemoteTranscription workflow solution for healthcare vertical
February 2005 - PhoneticDA and enterprise
applications and services
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Some clients
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SpeechAttendant - How it works...
PBX
Answers the call
Transfers the call
Dr. Jones, please
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3• Can be transferred to ANY number
– Internal • Office extension• Pilot number
– External• Local• Long distance• Cell• Pager• Overseas
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What’s in that box?
The Environment
The Application
Peace of mind!
An all-in-one solution
from ScanSoft!
Complete hardware/Software On-site system Implementation Administration training On-going support 24/7 – SpeechCare
Turnkey packaged solution
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Why use SpeechAttendant - Healthcare
Wave Sound
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We Understand your Issues…
Live Operators Touchtone Automation
Shared Resources
Expensive
Retiring Operator
s…
Not scalable
Callers must wait in queue
50% “zero out” / no access to directory
list
Difficult for
mobile staff
Limited functionality
Inconsistent quality
Limited after-hours
supportReduces
productivity
Poor training
Misdirected
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Why use SpeechAttendant - Healthcare
Inbound CallersSpeechAttendant acts as the front-end to Inbound Callers
Scenario– Patients trying to reach a doctor– People/Patients trying to schedule appointments– Relatives wishing to speak with a patient or nurse– Insurance companies needing to contact the accounting
group– Frequently Requested Information
• Mailing address• Patient visitation policies• Directions• Gift shop hours
Thank You for calling the Healthcare Center.
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Internal CallersThe staff frequently moves from location to location. – Difficulty to locate staff members/No access to
directory
Scenario:• Doctors and nurses busy making rounds• Doctors/Nurses working in multiple facilities• Conducting office visits• Performing surgery• Spending time in the ER
SpeechAttendant healthcare customers report 35% to 60% of calls going to the operator are
internal calls
Why use SpeechAttendant - Healthcare
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Additional Features Our Healthcare Customers Love…
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SpeechAttendant routing front-end calls
Contact Agent for Appointments
Welcome to the HealthCare unit…
Radiology dept. Is this for an appointment or…
Appointment please.
Transferring your call to the radiology appointment dept.
Radiology department
.
Healthcare Common Uses• Departmental Routing• Productivity Menus
– Pagers– Cell phones– Information / Audiotext -
FAQ
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SpeechAttendant – A Central Service
1-800-Main Site
1-800-Clinic
1-800-Staff
Easy to personalize greetings, prompts, applications
PROBLEM: Multiple published numbers, affiliated centers and locations.
SOLUTION: One system answers for different locations!
“Thank you for calling the
Healthcare Center”
Thank you for calling the Healthcare
Center’s Pediatric Clinic.
Which Name?
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Proven Features…
• Speech-Enabled Call Forward (Call Redirect™)– Using voice commands, users can forward their calls to any selected destination numberexample: pagers, mobile phones, alternate location
• Directory Interface – This option allows the SpeechAttendant system to import
data from the corporate database, patient management systems or LDAP server to create or update entries.
• Multi-Admin– administrators can concurrently manage (from their own
workstations) their respective directories within one SpeechAttendant server.
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Unique Speech Recognition Expertise…For the highly demanding healthcare environment
• Our unique pre-tuned name dictionary containing over 1M names greatly improves performance and tremendously decreases your deployment and admin time
• Support for natural language avoids endless looping of the speech recognition engine and caller frustration– Callers request using natural sentences ‘May I speak to Sales,
please’
• Support for multiple simultaneous languages
• Medical Conversation Template– Allows callers to request Dr. Smith, Nurse Jones without modifying
your corporate directory source
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University of North Carolina Hospitals SpeechWorks DeploymentANNIE – Their Newest Operator
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UNC Hospitals Quick Facts:
• 4 Hospital, 684 Bed facility with 19 remote community clinics
• 5,900 FT Employees• 6,800 phones extensions • 24x7 Call Center. Two to six operators at all times.• Call Center answers ~ 4,000 calls / day. Approximately
40% of calls are generated internally.
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UNC Hospitals – Decision Process
• Decrease queue time for callers without increasing call center staff (was 2 minutes)
• Convenience for users of new wireless phone system on nursing units – (no access to directory)
• Identified internal callers as best first users of speech enabled directory assistance
• Purchased 8 port system with 10,000 names. Installed in hospital data center.
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UNC Hospitals – Deployment
• Established ANNIEANNIE (2-6643 on 5 digit dial plan)
• Began marketing ANNIE within the Health Care system.– Posters– Paycheck stuffer – Word of mouth
• Callers are transferred directly to employee or department. Can be transferred to numeric pager
• ANNIE now answering over 400 internal calls per day
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UNC Hospitals – Deployment (Cont.)
• Next steps– Using CLID, all internal calls will go to
ANNIE– ANNIE will take overflow calls from
outside callers
• Possible for ANNIE to front-end external call center calls
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UNC Hospitals – Results
• Decreased queue times for internal and external callers
• Transitioning 1.5 vacant FTEs to Info Services support group
• Veteran users “can’t live without it”
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Try it yourself!
Sales Support?Call 1888-465-6287 and say “Sales Department” or by email at
1- Call ScanSoft: 1888-465-6287 and say…
“Information guide”, or…
“Sales Department”
Questions
Franco SiciliaManager, Channel Development & [email protected] say my name!