8/20/2007work by richard grant, chester anderson and julien craan - (c) of ordercatcher, llc 2007

8/20/2007

SpeechTek 2007

www.OrderCatcherInc.com

Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007

Speech Enables Self

ServiceBy Richard GrantChief Technology Offi cer & Dr. Chester AndersonVP Business Development

8/20/2007Work By Richard Grant, Chester Anderson and Julien Craan - (c) of OrderCatcher, LLC 2007

THERE IS A NEW WAY TO THINK

In most of the current and previous IVR models there was a “captive audience”

Users were required to use the service to accomplish a task, i.e. pay bills, check status, order a part or something… etc.

System design was focused to save costs more than for usability


YOU KNOW WHAT THEY SAY“PARADIGM ..SHIFT HAPPENS”A new self service customer model is

emerging. One where the customer chooses to use the system.

With the introduction of lower cost per port speech engines and new competitively priced servers. The cost of providing speech applications is being lowered drastically.


AND THEN THERE WAS SIPSIP based communications are going to allow

more callers from more devices (Japanese model)

So much for POTS… Not so fast there friend there is always going to be POTS (2+2=4 this I know will always be true)

Gateways and VoIP will widen the need and use of Speech Self Service

Voice, Web, PC, DA, Data leads to …..


IS THERE ROOM FOR THE ENGINE COMPANY?The industry is changing

back to the future, Just last century, the talk was that there was no need for engine companies. It proved not to be true ,is it still the same story

The future is Unified Communications, (*2+2 again*) where the speech engine will just be another process to access data somewhere and create an action


COULD THE BELL TOLL FOR OUTSOURCED HOSTED SYSTEMS ? Nobody riot yet. There is

always a place for Outside Hosting service (4 you know)…. But if you look at the new model (those who choose rather than those who have too) and the services they deal with

And the new technologies and of course UC

Leads to a Paradigm one should consider

That the cost per port and company based speech servers might price out Outsourced hosting


OKAY BACK TO THE SUBJECTNow using the new

models we bring a large group of industry’s that did not consider speech as a solution

And if we take one segment of one industry that speech self service is perfect for; The Fast Food Industry and presently being underserved by the speech industry.


AND THE SURVEY SAYS… In a recent food service survey

of off-site dining customers there #1 thing they desired was quick and accurate ordering.

In the top ten there were more things that a Telephony Base Order Taker (TBOT) application could do better than a human operator.

And in the survey of the things, they would like again more things that a TBOT application would do better


WHAT WE DOOrderCatcher provides self service fast food menu selection and “preferred” customer experiences with the conversational skills to handle Spanish and English over the telephone transactions.

o Patent pending menu selection and order taking Technology

o Trained in Customer Service Functions

o Flexible Deployment Architectures

o Deliver on the Value of Speech


NEXT GENERATION

High End Low Cost

Approach Custom Development

Pre-Packaged Applications

TCX™ Method

Functionality

Usability

Costs

$500K-$2M $75-200K $500/month

Deployment

180-365 days 12 weeks 12 weeks

Industry Examples Flight Info ATM Locator Food Order Processing

Ordercatcher’s approach delivers on the value of speech, and eliminates the first generation “quality vs. cost” trade-off.


DEMO – ORDERCATCHER CHINESE

Canton Restaurant

English

Spanish

To listen our demo, contact us at:[email protected]

Demonstrates advanced features including:

Flexible Recognition Barge-In Advanced Menu Navigation Preferred Customer Welcome and

Customized Menu Selection


WHY ORDERCATCHER?

Breakthrough Technology

Industry Leading Order Completion

Rates

Speed & Flexibility

Rapid ROI

Industry Expertise

Proven Results

Patent Pending technology and TCX ™ Method delivers self-service with unsurpassed usability and functionality, resulting in industry leading order completion rates.

Subway Deli

Pizza

Chinese

Self Service Welcome Order Status Spanish and English TBOTs Preferred Customer Menu Selection Customer Management TBOT Restaurant Management Order Processing TBOT


ORDERCATCHER TBOT SYSTEM.A software platform that

powers TBOT™ ordering

Developed by industry leading speech technologists

Significantly extends the limits of what speech can accomplish

Specialist in customer service


TELEPHONY BASED ORDER TAKER (TBOT) USING THE TCX™ METHOD.

Behavioral Characteristics

15

TBOT: Welcome back to Canton Restaurant, Mr. Anderson

Would you like the Luncheon Menu or the Regular Menu?

Caller: Regular

TBOT: Would you like Specialties, Appetizers

Caller: Specialties

TBOT: (Presents choices to customer to order)

Caller: Phu Phu Chicken

.

TBOT: You ordered Phu Phu Chicken is that correct?

Caller: That’s right

Menu Navigation

Language Neutrality

Dialog Barge-In

Order Preference

Preferred Customer


SELF-SERVICE: THE GROWING TREND Fast Food OTP Ordering Online Banking & ATM’s Airport Kiosks & Online Check-In Retail Self-Checkout (Home Depot, Albertson’s, etc.) Ticketing Printing at Home (Ticketmaster, Fandango, etc.)

“Speech applications increase customer satisfaction and call completion rates” Apex Research

“A growing population of customers has deployed, or is deploying partially speech-enabled or fully speech-enabled systems, at 44% and 28% respectively” Forrester Enterprise IVR/Speech Platform forms in 2006


Wait a minute…For many years

experts, consultants, reviewers, and others have said that Speech Reco as not found its place so its dead.

But self service and the Mobil community needs have created many new niche’ markets for speech

SO as they say in the Broadway play SPAMALOT ( by Eric Idle and some other people)

Were Not Dead Yet !!!

(Look on the bright side of life dadadadada….)8/20/2007


Contact OrderCatcher, LLCFor Information: [email protected]

For sales and demos: [email protected] address: www.OrderCatcherInc.com

8/20/2007


8/20/2007work by richard grant, chester anderson and julien craan - (c) of ordercatcher, llc 2007

Documents

julien craan c of ordercatcher

julien craan c

chester andersan

llc speech

ordercatcher test results

speech servers

new models

speech applications