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Innovative Strategies to Improve the Delivery of Telematics Voice Services. Julien Masson Director French Operations Connexis LLC. Consumers expectations for ubiquitous LBS. Consumers are more & more exposed to Navigation systems: Boom of the PND market

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innovative strategies to improve the delivery of telematics voice services
Innovative Strategies to Improve the Delivery of Telematics Voice Services

Julien Masson

Director French Operations

Connexis LLC

consumers expectations for ubiquitous lbs
Consumers expectations for ubiquitous LBS
  • Consumers are more & more exposed to Navigation systems:
    • Boom of the PND market
    • Imminent explosion of GPS phone segment
    • Steady increase of OEM Navi systems
  • They expect now to benefit from rich, up-to-date, dynamic content ubiquitously with easy-to-use location based services
many attempts from oems to provide easy to use audio and visual in vehicle services
Many attempts from OEMs to provide easy-to-use audio and visual in-vehicle services…
  • Using Navigation enhancement services whilst driving require a convenient, easy-to-use, and safe HMI (Audio, Visual, Tactile)
  • The Auto Industry has investigated over years various paths to enable services:
    • Embedded Voice Recognition
    • Assistance through a live Operator
    • More…
remaining cost and quality challenges of in vehicle audio services
Remaining Cost and Quality Challenges of In-Vehicle Audio Services
  • Despite these attempts, a number of cost and quality challenges remain for the delivery of in-vehicle voice services:
    • Embedded Voice Recognition
    • Remains expensive with demanding CPU and storage
    • Not yet mature to address Open Natural Language
    • Assistance Through a Live Operator
    • High Call Center operating cost vs. limited customer value
    • No local knowledge from operators
key industry issue expensive call centre costs
Key Industry Issue: Expensive Call Centre costs

Expensive Call-Centre costs

Today’s Call centre costs are expensive compared to customers’ perceived value

Connexis innovation

  • People-Assisted Computer Systems™(PACS™)reduce traditional call centre costs, and streamlines the customer experience
pacs flexible call center workflow
PACS™ : Flexible Call Center workflow

PACS™ is an innovative workflow processing customer’s voice requests using a hybrid of server-based speech recognition and human agents in reserve to assist in interpreting unclear commands

PACS™ Workflow

GPS Position / VIN +

Request in Natural Language

  • SRE reduces operational costs and improves service delivery time
  • Silent agents backup SRE without engaging the dialog with drivers
  • Customer satisfaction is never compromised due to availability of L2 agent

Speech Recognition

Engine (SRE)

SilentAgent (Level 1)

Request Process

Agent Conversation

(Level 2)

slide7

SRE Speech Shell (SS)Necessary data for SS performance

  • PACS Speech Shell requires three types of database:
  • Pronunciation data for POIs (dictionary)
  • Acoustic speech data to create acoustic models
  • Language data to create language models and grammars

7

slide8

PACS™ : Return on Experience

  • Nearly 1000 requests performed in French language
  • 60% of requests are handled by Level1 and SRE
  • SRE/L1 < 50 sec., compared to ~2 min. (industry std.)

(Sec.)

Calls duration

Calls handling distribution

key industry issue no local knowledgeable agents
Key Industry Issue: No Local Knowledgeable agents

No Local Knowledgeable Agents

Today’s Call centre agents are not the local experts that drivers require

Connexis innovation

  • Micro Call Centre model of small groups of agents distributed geographically around regions to enable the “most local” agent approach to service delivery
distributed service delivery
Distributed Service Delivery
  • Network of agents located where customers drive to provide the most locally knowledgeable service experience
  • Agents handle requests in native language with local knowledge of roads, names, and landmarks
  • Local knowledge reduces call times and increases customer satisfaction
  • High quality VoIP with EC/NR
  • Sophisticated, high-speed, server-based call routing, eliminating PBXs and ACD’s
  • Ability to transfer calls smoothly
  • ~15% cost reduction vs. traditional call centre
applying pacs and distributed call centres to telematics
By combining speech recognition with human agents, PACS™:

avoids the current dissatisfaction of man to machine complex dialogs

reduces considerably labor costs

Never compromises customer satisfaction

Distributed call centers with work-at-home agents promise to:

lower facility costs

solve the problems of scheduling and turnover

improving service with local knowledge

Applying PACS™ and Distributed Call Centres to Telematics

Reductions in operation costs associated with more efficient/accurate service delivery opens up new business models