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The Future of Speech-to-Text: Delivering a Better Customer Experience

Explore the evolution of speech-to-text technology and its impact on communication. Discover the value applications in delivering a better customer experience. See how speech-to-text can enhance control, communication, and productivity across devices and platforms.

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The Future of Speech-to-Text: Delivering a Better Customer Experience

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  1. Future of Speech-to-text The Future is Happening Right Now…

  2. Getting our Heads around speech communications Repeatable? Where is the next value application? Delivering a better customer experience? Life is multi-dimensional Inherent need for control of inputs and outputs? Technology looking for an application?? Or… How to position SaaS? Value add to partners… carriers, customers

  3. Evolution of Freedom of Speech Year 0 Speech Fred Flintstone “Grunt, urgh, grunt” Conversation Here & Now 1870s Telephone “Introducing the Telephone” Alexander Graham Bell Freedom to speak across distance There Here Voice Mail 1987 Voicemail Freedom to speak across time Octel “Do away with the busy signal” Now Later 2007 Voicemail to Text SpinVox “Conversion of Voicemail to Text” Freedom to speak to screen Here & Now There & Now

  4. Freedom to speak to screen: “I see what you’re saying” VOICE SCREEN VMCS VOICE CONTENT Seeing is 7x faster than hearing – so the quickest, most convenient way to receive a message or group of messages Speaking remains the most natural way to express a thought or feeling DELIVERY

  5. Simple technology end-user offering…. Conversion of free flowing unrestricted voice dialog to text to any device

  6. Speaker independent Robust to accent & dialect Mobile environment Robust to ambient noise & line quality Street speak Not tied to formal dictionaries Language constantly evolving Current events, new products, new words Any Voice Any Phone Anywhere Any Screen Needed to solve a difficult problem

  7. ASR isn’t perfect Speech systems can currently achieve 60% accuracy on open dialogue AI also has such limitations Humans aren’t either Don’t all ‘hear’ the same way - accents, dialect, and regional slangs, etc… Don’t know all the words > 615,000 words in Oxford English Language Meaningful equivalent is the key Clean (pauses, hesitation removed) Makes sense Can be relied on Meeting the challenge • Useful, Reliable, Accurate product

  8. A Paradigm Shift Existing New Network Service Technology Solution Add a human element to the best available technology, to provide a useful service that people value, because the message is meaningful. Wait until some point in the future when Speech Recognition technology can provide perfect accuracy. Users - needs Technology - capability Maintain a cost-effective price-point/model

  9. Changing Behavior - Key Markets MESSAGING Goodbye voicemail – hello VoxMail! “You weren’t available… so I spoke you a text instead!” Missed calls converted instantly into text messages Messaging growth Simplicity of voice. Power of Messaging. A network feature for everyone.

  10. With Traditional Voice messaging… • You’re out of touch until you’re free to pick up your messages • Interrupting meetings to respond to priority items • Listening to audio files in public is not always appropriate • You have to dial-in and jot down message details • Message notifications don’t tell you what the caller said • 85% dial in again to listen to a voicemail more than once • 20% of voicemail is not listened to; forgot, inconvenient etc • Now, there’s a innovative solution…

  11. Voice Messaging to Text “..Busy… so I spoke you a text instead” VOICE CONTENT

  12. Instant: at a glance see who called and what they said Easy: you no longer have to dial-in and listen to messages, or remember who to call back In touch: with a simple push of a button, you’ve quickly replied by text or returned the call Trust: you can always listen to the original voicemail recording 13 Voice Messaging to Text • Delivered in your inbox and accessed via your Computer or PDA…

  13. Calling Party Hangup trend reversed ”I know it will get through” 92% of callers leave a message Called Party Eliminate 20% missed messages “My voicemail is pushed to me” All voicemail messages delivered More messages are returned “Easy - just one click” 87% return of VM2Tmessages Didn’t know I had, didn’t think to ask for? Sources: SpinVox User Market Research 2007/8 SpinVox Data Analysis 2007/8

  14. 99% found the “Voice Messaging to Text” set-up process to be very simple 80% only listened to the original message 50% of the time or less 72% prioritized and sorted their text converted voicemails like emails 67% said they would pay/ recommend their company to pay for Voicemail to text services 100% of respondents, if given the choice, would keep “VoiceMail to Text” User feedback Trial Source: 75 users enterprise in a 2 month trial

  15. 16 Benefit - Simple and effective • Easily deployed, secure solution • Improves productivity, responsiveness, and workgroup collaboration • Enhanced user experience providing the conversion to text of voicemails, received in an email format, with the option to receive an audio file attachment. • Can be shared, stored and searched from one secure location in a unified mailbox. • Improved archival of enterprise voicemails on a single enterprise controlled and managed voice mailbox • Reduced storage needs – the text version consumes less system resources. • No special devices...

  16. “Service is invaluable” Service is ‘sticky’ 70% on Service after 12 months 85% on Service after 90 days “Service is accurate” Text matches the audio Accuracy rated as 90+% by users “Service helps to stay in touch” Helps people to communicate 94% report VM2Tsaves time “Service fits my lifestyle” Get the message on your message via SMS or email 20% also choose both “Almost everything is converted” 94% of messages converted 4% due to unsupported language 2% due to poor quality audio “I got the message fast” Turn around time is important Majority returned in 3 minutes Quality of Service – Does it work?

  17. Changing Behavior - Key Markets MESSAGING Goodbye voicemail – hello VoxMail! “You weren’t available… so I spoke you a text instead!” Missed calls converted instantly into text messages Messaging growth CALLING PARTY CALL CENTERS Busy busy busy – hello VoxMail! “I’m busy… but always time to speak you a text!” Speak a text from anywhere • Call completion and continuity Simplicity of voice. Power of Messaging. A network feature for everyone.

  18. Call centers constantly seek to improve customer satisfaction, reduce abandoned calls and maximize agent productivity Inbound call volumes can be unpredictable - resourcing for this is a continual challenge CallMail provides an effective call management solution to: Formal contact centers Departmental help desks Business front desks Out of hours cover Customer surveys Voice Message Conversion System Contact Center Addressable market Inbound Call Queue EMAIL + Audio

  19. Business context • Enhance call routing & prioritization • Messages calls be routedto appropriateskillgroup • Urgent messages can be prioritizedand respondedto quickly • Improve customer service • Fewerdroppedcallsdelivers happier customers • Messages can be respondedto within specifiedtimelines • Additional customeroptions • Optimize staff utilization • Fewerstaffneeded to handle peakcall volumes • Savetimeas no need to writedownthe message • Feedback tool for customer service • Automatesurveys

  20. 1. Calling Party After defined call wait time, caller is offered option to leave voice message IVR states that message will be converted to text and actioned 2. Call Center Audio captured and message processed Converted message sent back to call center for routing to agent skill group Delivered via eMail or SMS 3. Agent Instantaneous - Agent receives converted message as email with attached audio file Action taken to resolve customer query - customer contacted via callback Confirmation - Can always listen to the original voicemail Voice Message Conversion System More messages left, reduces the abandoned call rate Natural customer experience 1 Calling party confident that their message is seen in minutes as an email, not listened to hours later 2 3 Available agent sees message immediately - actions response Customer satisfaction increases - call center response rates move up

  21. Call Mail effect

  22. Low Commercial Risk - High Value Simple enterprise model Immediate impact on performance Low Deployment Cost - Fast No Capital Expenditure Managed end-to-end service Integrate into any platform Call Mail Summary

  23. Changing Behavior - Key Markets MESSAGING Goodbye voicemail – hello VoxMail! “You weren’t available… so I spoke you a text instead!” Missed calls converted instantly into text messages Messaging growth CALLING PARTY CALL CENTERS Busy busy busy – hello VoxMail! “I’m busy… but always time to speak you a text!” Speak a text from anywhere • Call completion and continuity SOCIAL MEDIA • Need to share the moment out and about – hello VoxMail! “Having one of those moments I need to share” Speak a message to friends Online (Facebook, Twitter, Myspace etc) Extend calling circle to Social Networks Simplicity of voice. Power of Messaging. A network feature for everyone.

  24. Web 2.0 - ‘Peer-2-Peer’ mobile messaging Social Networks landlocked to online PC Limited input - fiddly small keypads Handset apps - limited to smartphones “Voice to Text” provides simple voice interface Just speak your message - posted automatically to your space, blog, mail, etc… Friends get SMS with link to speak replies! Extends Social Networks to all phones “Oh my God! I’ve just seen Connery with Liz on the tables in Monaco! Photos posted tonight…” “Dial-tone is now Web-tone”

  25. How was your experience of your first converted “Voice Messaging to Text”? “Very satisfying...enhanced awareness of what was cookin' even if I could not retrieve vm in normal way” “It's the coolest, and about the most useful piece of supporting technology I use” “I was awed by the actual quality of the transcript. Especially, when I saw my first "German" version. Cool” “This has a high cool factor. It helps me remain more responsive since I get the text of the VM even when I'm sitting in a meeting with customers and don't have ability to step out of the meeting to check the voicemail.” “This is a service that I didn’t know I had, didn’t think to ask for, but when I started using it couldn’t live without it!” “It was great fun to read the message. I sent it out to many co-workers so they could see the service”

  26. Questions Thank you!

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