Transcript Paul Regis IVR System Programme Manager T-Mobile UK [email protected] Once Upon A Time… s x  cos(s )  t  cos   coss  2 s y.

Paul Regis
IVR System Programme Manager
T-Mobile UK
[email protected]
Once Upon A Time…
s
x  cos(s )  t  cos   coss 
2
s
y  coss   t  cos   sin s 
2
s
z  t  sin  
2
0  s  2
1  t  1
Operational Reality
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Do your IVRs work?
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Addressing business needs

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Are your customers happy?


What are your business needs?
Who are your customers?
Integration with customer admin systems?

Why integrate?
“Lies, damn lies and statistics”
Mark Twain

Without doing any work, I can…
make your IVR work
or
make it not work



What is a self-serve rate?
How much can I save?
Can I trust my customers to know the
answers?
Quantifiable Indices of Quality for IVR
Applications




Objectively measure your IVR
Analyses depth, breadth, functionality
Benchmark any IVR against another
Judge scores to make decisions
The New Paradigm



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Quantifiable indices study will help identify
whether your IVR should be speech enabled
Touch tone is not dead but should be used
with care
A high index suggests opportunity for
improving customer delight
Multi-slot recognition crucial for NLU
How?
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Do not underestimate the importance of the
development environment
Time to market is critical
Style and substance
It’s time for something new.
Welcome to the next generation IVR.
An
maze
of doorways,
none
of
which
make
sense?
Do
Endless
Old
A endless
new
you
generation
ever
kind
Offered
levels
feel
of of
interaction
IVRs
endless
like
menu,
you
have
none
choice
are
with
served
talking
ofone
by
which
us
aportal
to
monotonous
well…
acan
robot?
isbe
coming
easily
IVR?
soon…
found?