Cross-Channel Analytics and Reporting

Andreas Volmer, Voxeo Sr Product Manager

Transcript

1. Product Spotlight: VoiceObjects Analytics Andreas Volmer Sr. Product Manager, Voxeo
2. Reporting Challenges •  No insight into customer experience •  Gap between implementation, documentation, and reports •  Business don’t get the metrics they want •  No consolidated reporting across channels
3. Application Lifecycle Management VoiceObjects Analyzer Grammar IDE Debugger, Trace Viewer, Phone-less testing, Load Testing Project Documen- tation Storyboard Manager Desktop for Eclipse Control Center
4. Design, Documentation, Reporting Call  Flow  Implementa.on  (Desktop  for  Eclipse)   Documenta.on   (PDF)   Repor.ng  and  Analy.cs   (VO  Analyzer)  
5. Design, Documentation, Reporting Call  Flow  Implementa.on  (Desktop  for  Eclipse)   Documenta.on   (PDF)   Repor.ng  and  Analy.cs   (VO  Analyzer)  
6.  Out-­‐of-­‐the-­‐box  Data  Capture    Dimensional  Data  Model,  Real  .me  data    Ready  for  Integrates  in  Data  Warehouse   CTI Data IVR Data CRM Data Infostore   VoiceObjects   Analyzer   (Business  Objects,     Cognos,     MicroStrategy)    Analysis  and  Repor.ng    Based  on  standard  BI  tools    60+  predefined  Reports   VoiceObjects Infostore and Analyzer
7. System Usage & Performance Server Stats Session Details Application & Grammar Tuning ASR Performance Utterance Statistics Utterance Recordings Customer Behavior Intelligence Dominant Path Analysis Personalization Stats Business Tasks VoiceObjects Server Data Capture Backend Stats
8. 1:1 Mapping of Service Definition, Documentation and Reporting Recognition Performance Analysis
9. Drill through to Utterance Analysis for lGet Credit Card Typez … Recognition Performance Analysis
10. Grouping by Interpretation (lSlotsz) All utterances recognized as lVisaz Full phrases with filling words (lI havez, lpleasez) 5.25% of callers used DTMF input, often triggered by NoMatch events Grammar Tuning: Utterance Analysis
11. Back-end Performance •  Identify back-end performance issues •  Real-time monitoring and post-mortem analysis •  Define performance metrics and alerts – Take action before errors occur in live system
12. System Usage & Performance Server Stats Session Details Application & Grammar Tuning ASR Performance Utterance Statistics Utterance Recordings Customer Behavior Intelligence Dominant Path Analysis Personalization Stats Business Tasks VoiceObjects Server Data Capture Backend Stats
13. Understand Caller Behavior 2   3   4   1  
14. Question: How does call flow personalization work for our callers? At call termination, 78.6% of callers had authenticated Call duration is shorter for Platinum users Application success analysis by Layer states (e.g. Customer segments, …) Personalization Reporting
15. Reporting on Business Tasks" •  Questions to be answered: How many callers tried to accomplish a certain task? How many were successful? What steps did it take to succeed? How long did it take them? How well did speech recognition work for this task? Why did task completion fail? What needs to be fixed?
16. … and there were recognition problems and hangups while entering new credit card data lUpdate Expiration Datez was very successful … … but 82% actively aborted the lOrderz transaction … Business-level statistics on Task completion rates Cross-channel Reporting Business Tasks: Completion Rates
17. … and there were recognition problems and hangups while entering new credit card data Business Tasks: Completion Rates
18. Show only Calls where the task lEnter New Credit Cardz failed due to a recognition failure Step 1: Define Filter Criteria … only Calls that terminated in a given Input State or Module … only Calls with certain customer segments Individual Call Analysis
19. Step 2: Select Sessions from List Individual Call Analysis
20. Step 3: Analyze Session Inspect dialog steps associated with the task Caller hung up after 2 failed speech recognitions attempts Listen to utterance recordings Individual Call Analysis
21. VoiceObjects Analyzer Analyer Usage Scenarios Analytics Interactive Web frontend Slice & dice, Drill-down Application Tuning Mobile Access Management-level KPI and trend analysis reports Alerts / Notifications Metrics definition Alerts via SNMP, email, ... Dashboards Performance Overview Service Usage Monitoring Report Generation Automatic report creation (scheduled daily / weekly) Send as PDF or HTML Data Warehouse Service usage and success analysis by customer segments