Traditional IVR systems limit users to speaking and listening. Enhancing voice-only communications with visual information, including menus, directories, photos, diagrams, fill-in-forms, receipts, and tickets, adds new capabilities to self-help systems. Security may be enhanced by using both voice speaker identification and face recognition. Developers who have build visual/voice systems relate their own experiences developing and using voice with visual systems and provide advice about adopting a voice with visual system for an organization.
Panelists:
Chris du Toit (CMO, Jacada)
Ahmed Furkan Gul (Digital BD Manager, Turk Telekom)
Theresa Szczurek (CEO, Radish Systems)
Jo Roman (Patient Health Educator, Clinica Tepayac)
Moderator: Crispin Reedy (Versay)
2. Session Description
Traditional IVR systems limit users to speaking
and listening. Enhancing voice-only
communications with visual information,
including menus, directories, photos, diagrams,
fill-in-forms, receipts, and tickets, adds new
capabilities to self-help systems. Security may
be enhanced by using both voice speaker
identification and face recognition. Developers
who have build visual/voice systems relate their
own experiences developing and using voice
with visual systems and provide advice about
adopting a voice with visual system for an
organization.
2
3. Panelists
• Chris Du Toit – CMO, Jacada
• Turk Telekom
– Ahmed Furkan Gul, Digital Business
Development Manager, Turk Telekom
– Ozhan Teker, Digital Business Development,
Turk Telekom
• Theresa Szczurek – CEO, Radish
Systems, LLC
• Clinica Tepayac
– Jo Roman - Patient Health Educator
3
4. Adding Visuals to Voice
April 26, 2017
Chris du Toit, CMO, Jacada
cdutoit@jacada.com
5. About UsProvide an effortless,personalized and digital experience to drive containment and next issue avoidance.
Drive Digital Adoption to
Lower Inbound Call
Volume by at least 10%.
Guaranteed.
A connected Digital Customer Experience. We engage your customers where they are – whether it’s an
inbound digital session, a voice inquiry, or a proactive outbound alert for true event driven engagement.
9. How does it work?
Quick time to market
Visual IVR EngineManagement ConsoleVisual Designer
VXML Connector
Reporting
Existing IVR
Systems of
Record
Intelligent Assistant and
NLP
Context Store and
Personalization
10. Leading telco in Turkey serving
38 million subscribers
Fortune 50 Software
Company
Multinational cable, telecom
and content company with
over 728 million broadband
subscribers and 864 million
pay TV subscribers
Singtel Group serves over
600 million mobile
subscribers worldwide
• Complex troubleshooting
with embedded video
content.
• Sharing photos and videos
• Retail (inventory, WISMO,
Schedule Appointment)
• Authentication
• Help desk triage
• Technical support for set-
top boxes
• Billing & Payments
• Re-contracting
• Activation
• Technical Support
• ~70% successful call
containment for visual IVR
users
• 11% overall call reduction
across 4 lines of business
• Reduce AHT from 7.9m to
1.15m
• Eliminate Tier-1 tech
support ticketing agents
• Reduce number of
misrouted calls
• 15% overall call reduction
within the subsidiary using
Visual IVR
• 60% successful call
containment for Visual IVR
users
• Over 9200 calls deflected
per month (in successful
pilot)
Case Studies
Confidential for Panel only
12. 12
Overview of how calls are handled
3.6 M
100%
290 K
16%
*8%
1.8 M
50%
179 K
62%
*5%
134 K
75%
*3.7%
3.6 M incoming calls to Tivibu between June
2016 to February 2017
Visual IVR Voice Prompt played only to 50%
of the incoming calls, because prompt is not
played to:
• Calls from PSTN numbers
• Non-Türk Telekom customers
• Türk Telekom Prime Customers
• Numbers that IVR web services couldn’t
recognize
16% of all users who have listened to VIVR
Voice Prompt have preferred Visual IVR.
62% of users who have selected Visual IVR
option could access Visual IVR menu
successfully. This rate increased fractionally
from 36% in the first month to 72% in
february
75% of Visual IVR calls are handled in
Visual IVR and about 25% of the sessions
connected back to the agents
# of
Calls
# of VIVR
Prompts
# of VIVR Opt-in
# of Successful
Login
Visual IVR Handle
Ratio
* Percentage of all incoming
calls
10
0
56
8
5
3.7
10
0
16
10
7.4
14. 14
Customer Satisfaction Survey Results
Visual IVR - Phone Call Interviews – Results from 421 users that have tried Visual IVR
Visual IVR satisfaction in
general
Clear and
understandable menus
Design of service pages
Variety of the provided
services
Descriptions and
guidance
Speed and performance
Questions: Score:
7,90
7,89
8,05
7,73
7,94
7,88
Did VIVR help you find what you
need?
84
%
16
%
Will you recommend Visual IVR to
others?
71
%
29
%
78
%
22
%
Will you use Visual IVR the next
time?
What did you like about Visual IVR the
most?
• Quick, easy, practical – 29%
• Design and user experience –
26%
What should be better?
• More content and services –
39%
What problems did you have with
Visual IVR?
• Connectivity problems – 32%
What should be improved?
• Channel list and information
• Create a troubleshoot
• Signal information
• Match information
• Online chat
• Direct link to Visual IVR
Out of 10
15. Improving Healthcare
Outcomes by
‘Adding Visuals to
Voice’
(Clinical study funded in part by
Prime Health of Colorado Digital Health Challenge)
Jo Roman, Health Educator, Clinica
Tepeyac
Dr. Theresa Szczurek, CEO, Radish
Systems
29. Key Questions
• Why did your organization choose to add visuals to
voice communications?
• How has adding visuals affected your customer
experience and other business outcomes?
• What advice or selection criteria would you give
others that want to add voice with visuals solutions?
• What are the disadvantages of using Visual IVR?
• Is there a problem keeping the Visual IVR code
consistent with the voice-only code?
29
Editor's Notes
At the most basic level, Visual IVR turns your IVR into a digital channel and instead of listening to audio options, the user can see the options and interact through a rich digital interface.
However, it’s not just about making your IVR Visual. They can have a rich self-service experience and reach out to an agent with full continuity. More importantly, it’s about taking your voice callers and putting them into the digital channel. And because they’re in the digital channel, now you can merge all your digital assets into one convenient interface. For example…[next slide]
Point 1: Can reuse your VXML/existing IVR for a quick implementation.
Point 2: Can use the graphical designer to build new, enhanced flows
Which can utilize your systems of record (CRM, billing etc) to surface more data and improve self-service through our transactional capabilities.
As we mentioned you can bring in digital assets such as our Intelligent Assistant and NLP
And we can use our or your context store to keep the interaction history
All conveniently managed by a management console to approve interactions, revert, access reporting and more.
Clinica’s TeleHealth coaching needs? Switch slides 6 and 7?
Can’t put phone on top of left-side phone and keep it stable – this one is fine and shows another graphic that is useful for health coaching.