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Voicemail Transcription for Autoattendants

Voicemail Transcription for Autoattendants. David Thomson CTO, SpeechPhone Voice Search 2008. Today’s Marketing Study. Are you a: Speech technology provider? Platform developer? Application developer? Service provider? Sightseer?. MANDi - Auto Attendant Call.

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Voicemail Transcription for Autoattendants

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  1. Voicemail Transcription for Autoattendants David ThomsonCTO, SpeechPhone Voice Search 2008

  2. Today’s Marketing Study • Are you a: • Speech technology provider? • Platform developer? • Application developer? • Service provider? • Sightseer?

  3. MANDi - Auto Attendant Call I’m sorry there is no answer. I can take a message or try another person. After the tone, please say ‘Locate,’ ‘Try Another Person,’ ‘Take a Message,’ or ‘Operator.’ You have a call from David Thomson. Will you accept the call? Welcome to the XYZ Corporation… Please say the first and last name of the person you are calling. Who’s calling, please? No. Jane Smith Take a Message. David Thomson

  4. Vision: One Service for Everything Find nearest Pizza Hut. Check today’s calendar. What would you like to do? Today’s headlines. Weather report. Check my order status. Conference call. Stock price for AT&T. Mandi Pay bills. Buy movie tickets. Make airline reservation

  5. The Current Mandi Solution Change my greeting. Change my virtual extension. What would you like to do? Check my voicemail. Dial a number. Call Michael Metcalf. Mandi Check my e-mail. Enable call screening

  6. Caller Usage – Call, Voicemail, Email 17.82% 0.17% 11.36% 18.22% 1.52% 0.40% 9.71% 0.63% 1.84% Call <name>, <name> Lookup number/email Dial a number Voicemail Email Take a message Accept/reject call Locate, another person, operator Screen, do not disturb Total utterances: 3512

  7. Caller Usage – Admin & Special 2.96% 0.88% 1.82% 0.09% 0.14% 0.03% 0.37% 21.56% 4.27% 4.78% Change virtual extension Change greeting/password, minutes Main menu News Mandi Live Bible By Phone Help yes no Good-bye

  8. Voicemail Transcription • Providers • Simulscribe “cutting edge voice recognition” • Spinvox • Jott • Phonewire “People Powered” • DictoMail • Callwave – BlackBerry / summary • Carriers • Cincinnati Bell • Verizon • Alltel • Vonage

  9. What we show our customers Hi, David. Don’t forget tomorrow’s meeting about … Hi, David. Don’t forget tomorrow’s meeting … 2 SpeechPhone transcribes the voicemail into text. 3 You receive the text message in your email inbox. 1 A caller leaves you a voice message.

  10. Hi, David. Don’t forget tomorrow’s meeting … Hi, David. Don’t forget tomorrow’s meeting about … What actually happens SpeechPhone Text Email Voicemail Exact Text Wave File Rough Transcription Speech Recognizer Human Editor

  11. Trial Setup • Invited 45 participants • Mandi subscribers • Actually use the service • Customers for at least a few months • Pay their bills • Contacted via email and voicemail • 19 signed up (3 unsolicited) • All filled out entrance survey

  12. OnlineSignupSurvey(p. 1)

  13. OnlineSignupSurvey(p. 2) 13

  14. Signup Survey Results Average time on phone: 4.5 hours/day. Average percentage of calls going to voicemail: 36% (Range: 5%-100%) 8/19 said they would likely pay $0.25/message. Correlated with: “valuable.” Correlated with: Use for business & personal Uncorrelated with % calls to voicemail.

  15. Dial-in Voicemail Activity Trial Begins

  16. Interim Feedback • No willingness to pay for majority • Great willingness to pay for minority • No accuracy complaints • Some issues with unrecognizeable speech, Spanish • Very impressed • 1500 user sample: 1.8 voicemail messages per day. • (contradicts perceived voicemail use) • Traffic appears unaffected by transcription

  17. Voicemail Duration Study

  18. Voicemail Transcription for AutoattendantsDavid ThomsonSpeechPhone

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