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Automating Redelivery for the USPS

Automating Redelivery for the USPS. Kristie Goss Convergys Corporation Kristie.Goss@convergys.com. Agenda. Practical Speech Applications Redelivery Overview Challenges Building the Design: Pre-Launch Building the Design: Post-Launch Lessons Learned Questions.

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Automating Redelivery for the USPS

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  1. Automating Redelivery for the USPS Kristie Goss Convergys Corporation Kristie.Goss@convergys.com

  2. Agenda • Practical Speech Applications • Redelivery Overview • Challenges • Building the Design: Pre-Launch • Building the Design: Post-Launch • Lessons Learned • Questions

  3. Practical Speech Applications What makes a speech application practical? • Must be ‘usable’ – understands the user’s needs and navigates them appropriately • Improves CSAT • Saves the user time • Saves money for the business owners: increase containment and decrease AHT

  4. Redelivery Overview

  5. Redelivery Overview Cont’d

  6. Challenges • Very complicated set of business rules • Identify and match customer needs to feature requirements • Expect the caller to provide information from a notice • Caller must also provide name and address

  7. Building the Design: Pre-Launch • Descriptive, instructional prompts • Use shortcuts to decrease the length of the call • Pass collected data to agent desktop using CTI

  8. Building the Design: Post-Launch • Optimize call flow by collecting most difficult information last (name and address) • Optimize call flow by gathering any information possible from the notice • Constrained Natural Language Understanding (CNLU) • For those callers who are misrouted into the Redelivery application from the USPS ASK Main Menu, use CNLU to properly route their call • Prompt the caller, “Briefly state the reason for your call.” • If it’s a call type that can be handled in the IVR, transfer to that IVR • If it can’t be handled in the IVR, transfer to an agent

  9. Lessons Learned • Being successful isn’t always about 100% automation • – it’s about doing what’s best for the user while saving money • for the company as a whole • Automating Redelivery produced some containment • and CSAT gains, but more importantly, the application • reduced AHT tremendously • Always keep success metrics in mind while designing • an application • “Make automation work for callers who want to use it!” • (W. Rolandi)

  10. Questions

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