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Interactive Voice and Video Response Applications

Interactive Voice and Video Response Applications. Dr. Valentine C. Matula vmatula@avaya.com +1 614 825 6415. Live Video is Available on 3G Phones Today. Services Offered Include: See You / See Me (“CUCme”) Video Video Conferencing Downloadable Video Content Video Mail.

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Interactive Voice and Video Response Applications

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  1. Interactive Voice and Video Response Applications Dr. Valentine C. Matula vmatula@avaya.com +1 614 825 6415

  2. Live Video is Available on 3G Phones Today • Services Offered Include: • See You / See Me (“CUCme”) Video • Video Conferencing • Downloadable Video Content • Video Mail

  3. Using Consumer Video for Business • When you call a friend— • You can hear each other • With video, you see each other • When you call an Enterprise contact center— • You hear IVR with keypad or speech recognition input • But, what would you see? • Our thinking: • Multimedia for more effective self-service systems • Less opting out • Accomplish more business while in system • Multimedia overlay for more effective agents • Shorter call holding times, more upselling, higher customer satisfaction What is your account number?

  4. .II [ ■■] 9/30/2014 11:04:05 PM “C-Jet Airline” (recorded) Demo • Scenario: • User calls “C-Jet”, an airline • Listens and sees a menu of choices • Chooses to get flight arrival information • Uses speech to select specific flight • (Click to play)

  5. Flight Info: 1 Reservations: 2 Seat assignment: 3 Baggage claims: 4 Flight: 57 Arrival Information Yesterday, today, or tomorrow? One-Way Video:The Business Value of Improved Interaction • Visual branding • Visual guidance for voice IVR • See choices • Confirm selections • Show results

  6. TicketMan – • July Schedule 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 One-Way Video:Applications NOT possible with Voice Alone • Show Multiple Choices Quickly • Schedule choices • Price choices • Show Complex Choices • Seat locations • Maps showing locations • Show Possible Experience / View • From a stadium seat • See hotel room • View of street whengiving directions

  7. Val Matula Moving Beyond Self-Service—Customer-Agent Calls With 1-Way Video Overlay Hello, this is help desk agent Val Matula. How may I help you today? Take a look at your screen.Is this your printer? Good. Please watch this short clip on changing thecartridge. I have an HP 5550 inkjetprinter. How do I change the ink cartridge? Yes, that’s the one. • Issues with see you/see me video • Call centers not built to be seen • Customers don’t want agents to see them • Low business value from just seeing agent talk on a screen • Instead, we propose video driven by a business application: “Watch this while I talk to you” • System-selected video content based on transaction in progress • System-generated (e.g. credit balance) • Agent-selected video content—“Let me show you on how to replace your printer cartridge” • In addition to a live video feed of agent…

  8. 555-1212 VXML/HTTP(S) Interactive Response Or Voice Portal J2EE App Server DD Application Application Development Tools (Avaya Dialog Designer)Design, Develop, Simulate, Deploy, Manage 2. Generate application code 1. Graphically build call flow, caller prompts, grammars using Wizards 5. Servlet generates VoiceXML processed on IR or Voice Portal 3. Simulate using embedded VoiceXML browser 4. Deploy Java servlet to J2EE Tomcat or WebSphere

  9. Video Applications • Dialog Designer 4.0 + Video • Video Generated at VXML Page generation time • Voice Portal managed same as voice applications

  10. Basic Video Prompt • Built With Video Segments:Video Image, Video Clip, Video Text, Video Color • No change: Audio Prompt Controls, Application Flow, ASR, TTS…

  11. IVVR Prompting Techniques • Simple Logo • Basic level of video application • Set prompt at beginning of call • Convey generic level of video • Use when no other information available or makes sense

  12. Flight Info: 1 Reservations: 2 Seat assignment: 3 Baggage claims: 4 IVVR Prompting Techniques • Text Menus • Display menu options • Convey options faster than audio • Speed up transaction with type ahead • Provides hints for speech input • Dynamic or Static content

  13. Flight: 57 Arrival Information Yesterday, today, or tomorrow? IVVR Prompting Techniques • Prompt and Confirm • Display next prompt • Display current state of user input • Provide implicit user confirmation • Current state is incorrect, accept user notification (# or “back”) • Graphic Transaction Information • Product photos, maps, room displays, calendars—any “web-like” info

  14. IVVR Prompting Techniques • Moving Content • Branding Introductions • Use for long hold times • Transaction wait times • Show and sell extended services • Caution: NOT 30 Frames per Second!

  15. Summary • Multimedia for more effective self-service systems • Less opting out • Accomplish more business while in system • Multimedia overlay for more effective agents • Shorter call holding times, more upselling, higher customer satisfaction • Use application design techniques built into existing“Open Source-Based” tools like Eclipse

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