Agent Assisted IVR
I had the opportunity to introduce Spoken's Agent Assisted IVR or Guided Speech IVR concept in a webinar with Dr. Jon Anton last week. If you are interested in the recording ( http://www.spoken.com )
Some of the follow on dialogs have been around the difference in automated vs. assisted self service. The bottom line is in the complexity around the interaction and the ability for the technology to adapt. The best way to describe the difference is by looking at examples of self service.
Fully automated self service systems are part of our daily lives. They are delivered in specific and narrow applications resulting in very high success and completion.
- Bank ATMs are so pervasive that they are now being used to replace tellers inside bank lobbies for cash only transactions.
- Gas costs you on average $.05 less per gallon when you go to a station that allows you to pay at the pump (if you are in all the states except New Jersey and Oregon)
- Marriott is installing 300 kiosks in hotel lobbies to help travelers print boarding passes for air travel
Assisted self service provides a way to tackle more complex interactions that fully automated systems cannot handle. The key is that a human attendant is added to the mix to make sure the system completes the transaction.
- By the end of the year 30 airports in the United States will have self-service security stations using biometric scans and monitored by TSE employees.
- Home depot has lowered wait time by 35% in stores by adding assisted self-service checkout kiosks with clerks monitoring 4 at a time. They have also added 40 hours a week of employee assistance back to the retail floor for customers since they need fewer cashiers.
- It is estimated that 50% of all Canadians shoppers now use assisted self-service checkout kiosks in mass market grocery stores.
- TimeLife music now uses an agent assisted IVR to handle its customer service calls with a 65% completion rate (five times the normal rate with automated speech technology)
Adding the human element to each of these examples illustrates how more complex self service is successful.
More on this item
Some of the follow on dialogs have been around the difference in automated vs. assisted self service. The bottom line is in the complexity around the interaction and the ability for the technology to adapt. The best way to describe the difference is by looking at examples of self service.
Fully automated self service systems are part of our daily lives. They are delivered in specific and narrow applications resulting in very high success and completion.
- Bank ATMs are so pervasive that they are now being used to replace tellers inside bank lobbies for cash only transactions.
- Gas costs you on average $.05 less per gallon when you go to a station that allows you to pay at the pump (if you are in all the states except New Jersey and Oregon)
- Marriott is installing 300 kiosks in hotel lobbies to help travelers print boarding passes for air travel
Assisted self service provides a way to tackle more complex interactions that fully automated systems cannot handle. The key is that a human attendant is added to the mix to make sure the system completes the transaction.
- By the end of the year 30 airports in the United States will have self-service security stations using biometric scans and monitored by TSE employees.
- Home depot has lowered wait time by 35% in stores by adding assisted self-service checkout kiosks with clerks monitoring 4 at a time. They have also added 40 hours a week of employee assistance back to the retail floor for customers since they need fewer cashiers.
- It is estimated that 50% of all Canadians shoppers now use assisted self-service checkout kiosks in mass market grocery stores.
- TimeLife music now uses an agent assisted IVR to handle its customer service calls with a 65% completion rate (five times the normal rate with automated speech technology)
Adding the human element to each of these examples illustrates how more complex self service is successful.
