Best practices on worldwide implementation projects NPS improvement compliance and quality assurance voice driven data input Alexey Popov CEO of Spitch AG 20 of all internet search ID: 597520
Download Presentation The PPT/PDF document "Preparing for the future –" is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1
Preparing for the future –
Best practices on worldwide implementation projects, NPS improvement, compliance and quality assurance, voice driven data input
Alexey Popov, CEO of Spitch AGSlide2
20%
of all internet search queries performed by voice commandsin 2016
1.5B+
voice search queries processed
by
Googlein 2016 per day
300xgrowth in voice internet search queries over the last 5 years
65%of smartphone owners using Voice Assistantsin 2015
It is imperative to respond to market needs with service options meeting customer expectations
Digital speech technologies are part of life for millennials
(50% of web searches in the US by young people are already done by voice)Slide3
Vision & Mission
Respond to the new reality of digitally transformed communications by customized speech recognition and semantic interpretation delivered in a cloud or via a toolkit.The new reality is coming — McKinsey predicts that global potential economic impact of automation of knowledge management will reach US$ 5.2‑6.7 trillion in 2025. Speech recognition and
semantic interpretation technologies are starting to play a significant role in online communication channels.
I
n
the omni-channel model they deliver big data learning capability and means for identity verification. Speech information retrieval approach fuses speech technologies and search facilities into one product.The success of a speech analytics project is
measured by the ability to reach the highest accuracy. Spitch achieves this by combining unique mathematics, bespoke technology adaptation, and Swiss-made precision work-flow.Win by easy access and high accuracySlide4
International
best practice in speech technologies implementation – bankingBarclaysINGWells FargoCitibankGarantiOCBC Bankand other big, middle- and even small-size banksSlide5
International
best practice in speech technologies implementation – insuranceManulife deploys both voice biometrics and speech recognition to speed up authentication for customers and advisors calling in (28,000 daily). Predictive analytics is used to help understand the next best solution for customers
Advertising and campaigning: the
new American Family Insurance
“Ask Russell”
app lets consumers chat with National Football League player Russell Wilson
by voice
Application of voice risk analysis (VRA) as well as a sentiment analysis technologies for fraud preventionSlide6
International best practices – other use cases
Sentiment analysis and multifactor verification for Spitch customers in banking
Case of today: continuous + multifactor ID
verification, fraudster identification
Case of tomorrow:
automatic risk scoring of conversations, followed by call steering to security and other specialistsfraudster identification
NPS measuring and improvement for a
Spitch customer in telecom
Case of today:
auto post-call surveys, sentiment analysis
Case of tomorrow:
automating all the customer feedback collection processes
Compliance and quality assurance for a Spitch customer in call center industry
Case of today:
understanding meaning in IVR, card numbers recognition
Case of tomorrow:
in a majority of cases customers will interact with the machine
Voice-driven IVR and data input for
S
pitch customers in all industries
Case of today:
adherence to scripts and quality
standards, auto agent coaching
Case of tomorrow:
speech data mining for predictive sales personalization and more efficient servicesSlide7
Benefits of
implementation. Not just CEM, but boosting internal efficiency.Implementation of Spitch intelligent IVR with an average of 15% improvement in First Call Resolution (FCR) on 10,000 calls per day delivers cost-savings at $1,423,500 per year
Using industry-standard costs for agents,
telephony,
and other costs,
third-party estimates of the average human agent cost per minute price it at $1.045
1 0.175 is the average per minute cost based on the industry standard $0.10 and $0.25 per-minute costs.Slide8
Ready to Go
Market ReadinessYounger generation prefers voice search and VUITechnologyexcellenceSystems tailored to your needs to hear your customers
Hardware
capability
we are not demanding in terms
of server capability and all solutions can be cloud based
Experienceddevelopersand integrators
PreparedecosystemLTE/4-5G, smartphone capability,and other preconditions are in place
At present, all of the most important success factors in speech technologies are already in
place. The cycle is complete.Slide9
Spitch V
ision of Contact Centre 2020
Omni-channel will become standard:
Customers will be able to use any suitable channel with a seamless switch between channels at any stage of the process
Voice user interface will appear in most mobile self-service apps
In the majority of cases, customers will interact with the machine:
Speech-to-text detects context and picks up keywords
Speaker verification
/
identification confirms the identity of a caller or identifies who is calling
Chat-bot
finds the answer in
the relevant knowledge base
Text-to-speech delivers the answer
Only calls on new topics and highly specialized questions are automatically referred to the human experts
Customer
satisfaction steadily
improves:
Sentiment analysis is used for evaluating
customer satisfaction
E
xperts
use the results for continuous
machine
learningSlide10
Language-dependent voice biometrics verification based on neural networks and machine learning for constant self-improvement of accuracy, as well as tools allowing fine-tuning of the system’s “intellect” by
clients’ or partners’ staff, if neededCloud-based architectureSet of tools (lingware portal, mobile SDKs) for in-built biometrics services in any devices for replication and
popularizing in partner apps
Intellectual hybrid anti-fraud mechanisms
*
Source:
Disruptive technologies: Advances that will transform life, business, and the global economy.
McKinsey Global Institute, May 2013
Advances in artificial intelligence, machine learning, and natural user interfaces (e.g. voice recognition) are making it possible to automate many knowledge work processes that have long been regarded as impossible or impractical for machines to perform.
Speech recognition and voice user interfaces are prerequisites for an immense leap of automation of knowledge work
*
Technologies of the future
You invest not in yesterday’s or today’s technology but in tomorrow's growth drivers Slide11
Spitch HQ and R&D team is based in Zurich.
We operate under the Swiss legislation and are compliant with Swiss Banking and Data Protection laws. We speak the same languages. We are committed to the Swiss standards of quality.
Spitch cooperates with University of
Zurich,
utilizing the latest academic
achievements.Spitch is a member of Swiss ICT Association and Swiss Finance Startups (SFS), a non-profit organization
uniting Swiss Fintech ventures.
Matterhorn | The classic view from Zermatt | Photo by FabioberniSlide12
This document was prepared by Spitch AG for information purposes only. The Company collected the information in this document from sources, which the Company considers reliable, the information was not independently verified or otherwise confirmed. The Company does not assume any responsibility as to the accuracy or completeness of any third-party information contained herein, and assumes responsibility only for the correct reproduction of the above information obtained, the Company does not make any other applications nor other warranty with respect to such information. This document contains certain statements regarding future events. Such statements contain significant assumptions and subjective judgments of the management, which in turn can be true or false. There is no assurance that the events anticipated by the Company will take place in the future. Views and intentions of the Company expressed herein are the views and intentions in good faith.
Thank you!
Alexey Popov, CEO
Spitch AG, Kreuzstrasse 54, Zurich, 8008, Switzerland
+41 44 542 82 66
www.spitch.ch
Spitch UK, 3 More London Riverside, London, UK, SE1 2RE
+44 20 3283 43 43
Spitch Italy, Via Torino 2, 20123, Milano, Italy
+39 02 725 467 70