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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 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

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  1. Innovative Strategies to Improve the Delivery of Telematics Voice Services Julien Masson Director French Operations Connexis LLC

  2. 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

  3. 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…

  4. 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

  5. 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

  6. 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)

  7. 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

  8. 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

  9. 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

  10. 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

  11. 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

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