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2007 Avaya Inc. All rights reserved. Interactive Voice and Video Response Applications Dr. Valentine C. Matula [email protected] +1 614 825 6415
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© 2007 Avaya Inc. All rights reserved.
Interactive Voice and Video Response Applications
Interactive Voice and Video Response Applications
Dr. Valentine C. Matula
+1 614 825 6415
© 2007 Avaya Inc. All rights reserved.
Live Video is Available on 3G Phones Today
Services Offered Include:
– See You / See Me (“CUCme”) Video
– Video Conferencing
– Downloadable Video Content
– Video Mail
© 2007 Avaya Inc. All rights reserved.
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
accountnumber?
© 2007 Avaya Inc. All rights reserved.
.II [ ■■]
04/11/23 12:01 AM
“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)
© 2007 Avaya Inc. All rights reserved.
One-Way Video:The Business Value of Improved Interaction
Visual branding
Visual guidance for voice IVR
– See choices
– Confirm selections
Show results
Flight Info: 1Reservations: 2Seat assignment: 3Baggage claims: 4
Flight: 57Arrival Information
Yesterday, today,or tomorrow?
© 2007 Avaya Inc. All rights reserved.
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
-TicketMan –July Schedule
10 11 12 13 14 15 1617 18 19 20 21 22 2324 25 26 27 28 29 30
© 2007 Avaya Inc. All rights reserved.
Moving Beyond Self-Service—Customer-Agent Calls With 1-Way Video Overlay
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…
ValMatula
Hello, this is help desk agent Val Matula.How may I help you today?
I have an HP 5550 inkjetprinter. How do I changethe ink cartridge?
Take a look at your screen.Is this your printer?Yes, that’s the one.Good. Please watch thisshort clip on changing thecartridge.
© 2007 Avaya Inc. All rights reserved.
Interactive ResponseOr Voice Portal
J2EE App ServerDD Application
VXML/HTTP(S)
555-1212
Application Development Tools (Avaya Dialog Designer)Design, Develop, Simulate, Deploy, Manage
1. Graphically build call flow, callerprompts, grammars using Wizards
2. Generate application code
3. Simulate using embedded VoiceXML browser
4. Deploy Java servlet to J2EE Tomcat or WebSphere
5. Servlet generates VoiceXML processed on IR or Voice Portal
© 2007 Avaya Inc. All rights reserved.
Video Applications
Dialog Designer 4.0 + Video
Video Generated at VXML Page generation time
Voice Portal managed same as voice applications
© 2007 Avaya Inc. All rights reserved.
Basic Video PromptBuilt With Video Segments:Video Image, Video Clip, Video Text, Video Color
No change: Audio Prompt Controls, Application Flow, ASR, TTS…
© 2007 Avaya Inc. All rights reserved.
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
© 2007 Avaya Inc. All rights reserved.
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
Flight Info: 1Reservations: 2Seat assignment: 3Baggage claims: 4
© 2007 Avaya Inc. All rights reserved.
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”)
Flight: 57Arrival Information
Yesterday, today,or tomorrow?
Graphic Transaction Information
– Product photos, maps, room displays, calendars—any “web-like” info
© 2007 Avaya Inc. All rights reserved.
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!
© 2007 Avaya Inc. All rights reserved.
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
