paul regis ivr system programme manager t-mobile uk [email protected]
TRANSCRIPT
Once Upon A Time…
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20
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Operational Reality
Do your IVRs work? Addressing business needs
What are your business needs? Are your customers happy?
Who are your customers? Integration with customer admin systems?
Why integrate?
“Lies, damn lies and statistics”Mark
Twain Without doing any work, I can…
make your IVR work
or
make it not work
What is a self-serve rate? How much can I save? Can I trust my customers to know the
answers?
Quantifiable Indices of Quality for IVR Applications
Objectively measure your IVR Analyses depth, breadth, functionality Benchmark any IVR against another Judge scores to make decisions
The New Paradigm
Quantifiable indices study will help identify whether your IVR should be speech enabled
Touch tone is not dead but should be used with care
A high index suggests opportunity for improving customer delight
Multi-slot recognition crucial for NLU
How?
Do not underestimate the importance of the development environment
Time to market is critical Style and substance
Do you ever feel like you are talking to a robot?Offered endless choice by a monotonous IVR?Endless levels of menu, none of which can be easily found?An endless maze of doorways, none of which make sense?A new kind of interaction with one portal is coming soon…Old generation IVRs have served us well…
It’s time for something new.
Welcome to the next generation IVR.