The Benefits of Automated IVR Training

See more videos from CX Connect 2021 on the CRM YouTube channel.

Read the complete transcript of this clip:

Emerson Sklar: The benefits from the training are significant and very tangible. The time that you spend with this training drives greater and greater ROI. Every small amount of increased speech recognition accuracy that you can that you can generate, that you can capture or realize significantly increases call deflection. Similarly, every small bit of speech recognition accuracy that you can generate significantly increases that first-call resolution rate. It also simply drives greater satisfaction for your customers. I'm sure everyone has had an experience where you dial into into some sort of a call center---you're trying to call your bank to check your account balance and it gives you the weather today, or it routes you to a human agent, or it gives you someone else's account balance. All of those things are terribly frustrating.

All of those things drive increased load on the human agent, and yincreased frustration with those human agents as well. All of those things are very easy and very straightforward to optimize for and to increase the quality of the system.

With the modern speech recognition and AI platforms, we typically see that people began between 60 percent and 75 percent or so successful speech recognition. And you may say, "OK, that's, that's not so bad. You know, 75 percent, that's only one in four is going to have an error." But that's just with one utterance. If you have a call center application that is a multiterm dialogue--I call in and I say, "I want to report a power outage," I give my address, I confirm that's my address, I say the right thing, and it hangs up on me--the likelihood there is that virtually every single person is going to have an experience where it doesn't understand something that they say, even with fairly simple or fairly commonplace access.

What we aim to do with with this training process is to get people to realize a 50 percent or greater reduction in speech recognition errors. That may seem like an extraordinary leap to get from where you began to where ultimately where you want to be. And it is extraordinary. It really is the power of of being able to leverage automation levels.

In addition to those benefits, it also gives you, as a business, additional ammunition to make informed decisions about how much more effort you want to put in based on your business's priorities. If I know that it takes me one week to get from 60 percent to 75 percent and I know it takes me another week to get from 75 percent to 80 percent, and then it takes me a week to get from 80 percent t0 85 percent, and it's going to take me a month to get from 85 percent to 90 percent, that type of information is still valuable to try and drive that speech recognition accuracy up as high as possible. But it enables your developers. It enables your call center managers. It enables your operations team to really make informed decisions about when they want to build that into their voice development lifecycle, and what the potential impact--both in the near-term and in the long-term--would be for for the business, for the enterprise.

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