1 / 23

Speech Recognition: A Simple Prescription for Offloading your Operators

Speech Recognition: A Simple Prescription for Offloading your Operators. Agenda. Who is Scansoft What is SpeechAttendant and how it works Why use Speech in Healthcare Case Studies Peterborough Regional Health Center UNC Hospitals. Who is ScanSoft?.

cicada
Download Presentation

Speech Recognition: A Simple Prescription for Offloading your Operators

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Speech Recognition: A Simple Prescription for Offloading your Operators

  2. Agenda • Who is Scansoft • What is SpeechAttendant and how it works • Why use Speech in Healthcare • Case Studies • Peterborough Regional Health Center • UNC Hospitals

  3. Who is ScanSoft? ScanSoft, Inc. is a leading supplier of speech and imaging solutions that are used to automate a wide range of manual processes – saving time, increasing worker productivity and improving customer service • #1 in all major product categories • 1100+ employees in 35 offices worldwide • More than 400 patents and patents pending • 15 million registered users • 2000+ channel and technology partners • 48 languages for speech recognition, 26 for speech synthesis • Productivity applications localized in 9 languages • Company headquarters in Boston • International headquarters in Belgium • Significant R&D, services and operations presence: • North America – San Francisco, Montreal • Europe – Budapest, Woking, Aachen, Edinburgh • Middle East – Tel Aviv • Asia Pacific – Sydney, Taiwan, New Delhi • Sales representation in 70 countries • Supporting more languages and dialects than any other vendor

  4. Building a Speech Company Sept 2005 – NUAN Core Technology • February 2005 - Phonetic • DA and enterprise applications and services • August 2003 – SpeechWorks • North American network channels • North American professional services group ASR expertise • December 2004 - Rhetorical • TTS tools and European customers • December 2001 – L&H • DNS, RealSpeak, Embedded ASR and Audiomining • June 2004 – Telelogue • DA application and ASP platform • March 2003 – Lobby7 • Wireless, multimodal applications and platform 2005 2001 2002 2003 2004 • August 2004 – B&G • Assistive technologies for embedded • December 2003 – LocusDialog • Auto attendant application and channel • January 2003 – Philips • European DA business • Network ASR engine • Robust embedded business • January 2005 - ART • Speech for mobile devices • April 2005 – MedRemote • Transcription workflow solution for healthcare vertical

  5. Some clients

  6. SpeechAttendant - How it works... 1 Answers the call Dr. Jones, please 2 • Can be transferred to ANY number • Internal • Office extension • Pilot number • External • Local • Long distance • Cell • Pager • Overseas 3 Transfers the call

  7. What’s in that box? Turnkey packaged solution • Complete hardware/Software • On-site system Implementation • Administration training • On-going support 24/7 – SpeechCare The Environment Peace of mind! An all-in-one solution from ScanSoft! The Application

  8. Why use SpeechAttendant - Healthcare

  9. We Understand your Issues… Inconsistent quality Misdirected Limited functionality Limited after-hours support Retiring Operators… Callers must wait in queue Difficult for mobile staff Reduces productivity Expensive 50% “zero out” / no access to directory list Not scalable Poor training Touchtone Automation Shared Resources Live Operators

  10. Why use SpeechAttendant - Healthcare Inbound Callers SpeechAttendant acts as the front-end to Inbound Callers Scenario • Patients trying to reach a doctor • People/Patients trying to schedule appointments • Relatives wishing to speak with a patient or nurse • Insurance companies needing to contact the accounting group • Frequently Requested Information • Mailing address • Patient visitation policies • Directions • Gift shop hours Thank You for calling the Healthcare Center.

  11. Why use SpeechAttendant - Healthcare Internal Callers The staff frequently moves from location to location. • Difficulty to locate staff members/No access to directory Scenario: • Doctors and nurses busy making rounds • Doctors/Nurses working in multiple facilities • Conducting office visits • Performing surgery • Spending time in the ER SpeechAttendant healthcare customers report 35% to 60% of calls going to the operator are internal calls

  12. Additional Features Our Healthcare Customers Love…

  13. SpeechAttendant routing front-end calls Radiology dept. Is this for an appointment or… Welcome to the HealthCare unit… Transferring your call to the radiology appointment dept. Contact Agent for Appointments Appointment please. Radiology department. Healthcare Common Uses • Departmental Routing • Productivity Menus • Pagers • Cell phones • Information / Audiotext - FAQ

  14. SpeechAttendant – A Central Service PROBLEM: Multiple published numbers, affiliated centers and locations. SOLUTION: One system answers for different locations! “Thank you for calling the Healthcare Center” Thank you for calling the Healthcare Center’s Pediatric Clinic. Which Name? 1-800-Main Site 1-800-Clinic 1-800-Staff Easy to personalize greetings, prompts, applications

  15. Proven Features… • Speech-Enabled Call Forward (Call Redirect™) • Using voice commands, users can forward their calls to any selected destination number example: pagers, mobile phones, alternate location • Directory Interface • This option allows the SpeechAttendant system to import data from the corporate database, patient management systems or LDAP server to create or update entries. • Multi-Admin • administrators can concurrently manage (from their own workstations) their respective directories within one SpeechAttendant server.

  16. Unique Speech Recognition Expertise…For the highly demanding healthcare environment • Our unique pre-tuned name dictionary containing over 1M names greatly improves performance and tremendously decreases your deployment and admin time • Support for natural language avoids endless looping of the speech recognition engine and caller frustration • Callers request using natural sentences ‘May I speak to Sales, please’ • Support for multiple simultaneous languages • Medical Conversation Template • Allows callers to request Dr. Smith, Nurse Jones without modifying your corporate directory source 1 2 3 4

  17. University of North Carolina Hospitals SpeechWorks Deployment ANNIE – Their Newest Operator

  18. UNC Hospitals Quick Facts: • 4 Hospital, 684 Bed facility with 19 remote community clinics • 5,900 FT Employees • 6,800 phones extensions • 24x7 Call Center. Two to six operators at all times. • Call Center answers ~ 4,000 calls / day. Approximately 40% of calls are generated internally.

  19. UNC Hospitals – Decision Process • Decrease queue time for callers without increasing call center staff (was 2 minutes) • Convenience for users of new wireless phone system on nursing units – (no access to directory) • Identified internal callers as best first users of speech enabled directory assistance • Purchased 8 port system with 10,000 names. Installed in hospital data center.

  20. UNC Hospitals – Deployment • Established ANNIE (2-6643 on 5 digit dial plan) • Began marketing ANNIE within the Health Care system. • Posters • Paycheck stuffer • Word of mouth • Callers are transferred directly to employee or department. Can be transferred to numeric pager • ANNIE now answering over 400 internal calls per day

  21. UNC Hospitals – Deployment (Cont.) • Next steps • Using CLID, all internal calls will go to ANNIE • ANNIE will take overflow calls from outside callers • Possible for ANNIE to front-end external call center calls

  22. UNC Hospitals – Results • Decreased queue times for internal and external callers • Transitioning 1.5 vacant FTEs to Info Services support group • Veteran users “can’t live without it”

  23. Try it yourself! • 1- Call ScanSoft: 1888-465-6287 and say… • “Information guide”, or… • “Sales Department” Questions Sales Support? Call 1888-465-6287 and say “Sales Department” or by email at speechattendant.sales@scansoft.com Franco SiciliaManager, Channel Development & Supportfranco.sicilia@scansoft.com1888-465-6287and say my name!

More Related