Calling all cars speech applications during extraordinary circumstances
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SpeechTek 2007. “Calling All Cars” Speech Applications during Extraordinary Circumstances. Tom Hanson Sr. Product Manager, Avaya. Extraordinary Circumstances. Times Are Not What They Used To Be (or are they?) Events drive communication and Business Need to Respond Weather Events

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“Calling All Cars” Speech Applications during Extraordinary Circumstances

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Calling all cars speech applications during extraordinary circumstances

SpeechTek 2007

“Calling All Cars”Speech Applications during Extraordinary Circumstances

Tom Hanson

Sr. Product Manager, Avaya


Extraordinary circumstances

Extraordinary Circumstances

  • Times Are Not What They Used To Be (or are they?)

  • Events drive communication and Business Need to Respond

    • Weather Events

    • Labor Events

    • Quality Events

    • Disaster Events


Responses to extraordinary circumstances

Responses to Extraordinary Circumstances

  • Information and the Availability of Actions on Information Demand New Responses….

  • Businesses Have to Respond to Meet these Events or Suffer the Consequences

    • Communications

    • Act on Data

    • Scale to Meet Demands

    • Keep Business Moving

    • Contingency Planning


Case 1 weather

Case 1: Weather

  • Date: January 2007

  • Place: US Midwest

  • Conditions: Icy and Deteriorating

  • The Story: Multi-day Ice Storm Caused Hundreds of Flight Cancellations. A large Airline with many operations in the Midwest was affected. A new Speech Self-Service Application was targeted to go live Feb. to relieve flight status updates.

    • The Story behind the Story

      • Application was pushed live 2 weeks early on Avaya Voice Portal

      • Customers Opted In Resulted in 50% drop in Wait Time

  • Customer maintained its reputation in a time of Extraordinary Circumstances.


Lessons learned

Lessons Learned

  • Self-Service can be Customer Choice

    • Clearly Allow Custom to opt in

  • Ensure Systems and Software are ready to be scaled up

  • Modularize and perform UAT on applications so that subsystems can be brought in as needed


Case 2 labor actions

Case 2: Labor Actions

  • Date: June 2007

  • Place: Italy

  • Conditions: Italian National Railway: height Vacation Season has labor action

  • The Story: National Railway shutdown. Labor Action suspends operations including Ticketing.

    • The Story behind the Story

      • Telecom Italia using Avaya Voice Portal deploys Speech Application Developed and Deployed for Ticketing and Train Status Information..

      • System was able to handle large amount of inquiries related to train status while taking new reservations.

  • Train system came back up at end of labor action with fully booked trains. (Didn’t have to fill the queue with new reservations)


Lessons learned1

Lessons Learned

  • Business Continuity includes customer service and not just keeping the operations going

  • Extraordinary Circumstances can sometimes be predicted, prepare customers for those circumstances

  • Hosted Environment was enabler to allow customer to focus on “what” and not “how”


Typical deployment architecture

Web Browser

H

T

T

P

/

H

T

M

L

CICS

Business

Objects

Authentication

JSP / VXML

VXML Browser

H

T

T

P

/

V

X

M

L

Pages

Typical Deployment Architecture

  • Web-based Architecture

    • Emergence of speech as a preferred user interface

    • Ubiquity of the web has created self service tools, standards and infrastructure

    • New three tiered distributed architectures in support of above

    • Web Services and Voice XML allow speech applications to leverage web investments

    • Enable reuse of:

      • Infrastructure

      • Applications

      • Integrations

      • Programmers

    • Results in lower TCO, more rapid development and deployment

JSP Pages

MQ Series

Socket

LDAP


Case 3 businesses responding to events

Case 3: Businesses Responding to Events

Product Recalls Have Multiple Impacts

  • Getting the Word Out

    • Press

    • Web

    • Notifications

    • Distributors

  • Having the Word Come Back In

    • Responding to Concerned Customers

    • Notification with Response

    • Escalation Paths


Example toy recall

Example: Toy Recall

  • Testing of toys determine lead-based paint is found on multiple lots of shipped toys

    • Multiple Channels (email, automated escalation via phone and speech self-service) to bring together decision makers between

      • Company

      • Government

      • Contractor

  • Actionable Communication Plan to

    • Press (where to call/web to find specific information)

    • Financial Analysts (impact)

    • Retailers (recall process, removing stock)

    • Public (what to do)

  • Inbound

    • Handle millions of contacts

    • Process for Recall

    • Loyalty Marketing/Keep Trust


Lessons learned2

Lessons Learned

  • Communicating Effectively with Customers Requires Proactively Communicating to Customers, Distributors, Retail, and Government

  • Create a consistent multi-channel communication plan for incoming contacts

  • Anticipate the reason the customer is calling


Case 4 planning for extraordinary circumstances

Conference

Find

Event

Notify/Approve

Exception

Alert

Notify

Consult

Review

Case 4: Planning for Extraordinary Circumstances

  • Example: Planning for Global Pandemic

    • Customer Service Needs

    • Operational Needs

    • Financial Needs

It’s All About Communications

Distributors/Partners

Customers

Financial Markets

Employees


Architectural planning

People

Voice Self Service

Web Self Service

Architectural Planning

  • Geographically Distributed, But Can Stand-alone

    • IP-based, Software-based

  • Rapid Deployment, Rapid Modification

    • Services Oriented Architecture


Avaya voice portal multi site management single point of administration management and reporting

PCI-3

PCI-3

PCI-2

PCI-2

PCI-1

PCI-1

PCI-3

PCI-3

PCI-2

PCI-2

PCI-1

PCI-1

Consolidated management across all sites

Avaya Voice Portal Multi-Site ManagementSingle point of administration, management and reporting

Disaster

Recovery

Licensing

Consolidated Reporting across sites

High Availability at Each Site

Chicago

Pune

London


Conclusions

Conclusions

Extraordinary Times Demand Extraordinary Responses

  • Speech Applications are part of any Business Flexibility and Business Continuity infrastructure

  • Speech Applications are key part of a Multi-channel Approach

  • Managing Communications means Managing Business

  • Resources for More Thought (White papers, Case Studies)

    • http://www.avaya.com/speech Speech Application Examples

    • http://www.avaya.com/cebp Communications Enabled Business Process


Calling all cars speech applications during extraordinary circumstances

Thank You !


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