How to Implement Conversational IVR
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Key takeaways: - Understand what makes up the DNA of Conversational IVR - Best Practices to enhance customer experience with Conversational IVR - Use cases to start your Conversational IVR journey for AI enabled contact centers - How Kore.ai Platform helps enterprises augment AI to build best-in-class Conversational IVR Watch the Webinar recording here https://info.kore.ai/webinar-how-to-implement-conversational-ivr
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How to Implement Conversational IVR
- 1. How To Implement Conversational IVR? Chief Technology Officer, Solutions Kore.ai Amit Aghara Chief Strategy Officer, Kore.ai Praneet Gill
- 2. 2Confidentialwww.kore.ai Q&A How Call Flow Works in Conversational IVR Kore.ai Platform Demo Agenda Conversational IVR (Previous Webinar Revisit) Conversational IVR Architecture
- 3. 4Confidentialwww.kore.ai Where Traditional IVR experience falls flat… Confusing Menus Complex menus to navigate that result in low call completion rates Non-Intuitive UI Hardcoded responses and not dynamic as per customers requests Complex Data Entry Data entry via touch-tone phones for date, city names or airports still difficult Pressing ”0” is easy Caller does not have patience to go through IVR flows and instead prefers a live agent Overwhelming Information Too much information is available in the first go without taking human input
- 4. 7Confidentialwww.kore.ai How does Kore.ai Platform enable Conversational IVR?
- 5. Confidentialwww.kore.ai 8 Kore.ai Bots Platform Component Architecture CHANNELS (30+) SOLUTIONS SDKs & APIs TOOLING & FRAMEWORKS ENTERPRISE SERVICES EMPLOYEES PARTNERSSUPPLIERS CUSTOMERS Banking InsuranceSupport TelecomRetailHealthcareSales AirlinesIT Help Desk HR Supply chain B2E B2C KORA ( Universal enterprise digital assistant ) Web & Mobile VoiceEnterprise Messengers SDKs Web iOS Android NodeJS APIs Training Bot Migration Publishing BOTS PLATFORM SERVER Bots Connectors Message Middleware Natural Language Processing Intelligence Enterprise Integration • Auth Configuration • Service Orchestration • Cloud Connector • Request Processors • Proactive Alerts • Multi-turn dialog management • Nested and follow-up intents • Multiple intents • Amend entity value • Pause and resume intents • Context management • ML/NN based NLU • Ontology based NLU • Fundamental meaning based NLU • Unsupervised and supervised training • Sentiment Analysis • Authorization • Channel API Handling • Auto format messages by channel • Cross channel context • Message Store • Routing • Encryption • Conversational Insights dashboards Bot Builder Knowledge AI Bot Modelling using Transcripts Full Bot Development Life Cycle Visual Conversation Builder Smart Bots Access Controls Analyze & Train Deep IVR Integration Insights Discover Intents Discover Discourse Patterns Auto dialog generation Continuous Training Extract Knowledge Docs, PDFs, URLs Train & Publish Advanced Extraction – Images, Tables etc. Administration Compliance Security Scaling On-Prem, Cloud & Hybrid Analytics IVR Contact Center Social MessengersEmail & SMSLive Chat
- 6. 9Confidentialwww.kore.ai Kore.ai IVR Channel Integrationusing VoiceXML PSTN Cloud Automatic Call Distribution & Call Routing (Cisco ICM, Genesys, etc.) EnterpriseApplications REST, Web Services, ODATA, Webhook CTI Interface Live Agents Screen Pop w/ Conversation History Automated Speech Recognition (ASR) (Google, Kore ASR, Nuance, etc.) Text to Speech (TTS) (Google, Kore TTS, Nuance, etc.) JSON over HTTPS Voice XML over HTTPS Call routing to live agents Supervised Learning Unsupervised Learning Bot trainers & reviewers Kore.ai Bots Platform Voice Portal (Cisco, Genesys, USAN, Avaya, etc.) Voice XML Browser Application Server provided by Kore MRCP / RTP Agent Desktop Software (Cisco, Avaya, etc.)
- 7. 13Confidentialwww.kore.ai Conversational IVR Approach – Option 1 (Recommended) IVR Hub Kore NLU Engine Speech Recognition Engine TTS Engine Telephone Interface Enterprise Data Customer Existing IVR App 100% call volume X% call volume Kore Dialog Execution Engine BAU Flows New Flows
- 8. 14Confidentialwww.kore.ai Conversational IVR Approach – Option 1 (Recommended) IVR Hub Kore NLU Engine Speech Recognition Engine TTS Engine Telephone Interface Enterprise Data Customer Existing IVR App Kore Dialog Execution Engine
- 9. 15Confidentialwww.kore.ai Conversational IVR Approach – Option 1 (Recommended) IVR Hub NLU Engine Speech Recognition Engine TTS Engine Telephone Interface Enterprise Data Customer Existing IVR App 100% call volume X% call volume Dialog Execution Engine BAU Flows New Flows
- 10. 16Confidentialwww.kore.ai Conversational IVR Approach – Option 2 IVR Hub Speech Recognition Engine TTS Engine Kore NLU Engine Telephone Interface Enterprise Data Customer Existing IVR App Existing NLU Engine 100% call volume X% call volume Kore Dialog Execution Engine New Flows Disadvantages of this approach: 1) Existing NLU limitations remain 2) Additional steps in dialog execution 3) Overall benefit of conversational IVR not realized
- 11. 18Confidentialwww.kore.ai Examples of Conversational IVR Conversational IVR enables humanlike interaction that allows individuals to self serve and combines the power of Voice Recognition, Conversational AI and Machine learning Ride Hailing Service Travel & Hospitality Understands Content and Context Enables Natural Language Unscripted Interaction Live Agent assistance and routing based on issue Personalizes Responses and Learns from History
- 13. 20Confidentialwww.kore.ai Analytics Real-time, actionable insights of bot usage in a single dashboard options for custom reports Dashboard 06/07/2018-06/14/2018 Custom24 Hrs.7 Days Filter Task performance 24,685 20% Average session time 3m 23s 20% Alerts sent 18,076 2% Average session per user 12 Sessions 9,744 20% Average chats per session 18.4 20% 7 Jun 8 Jun 9 Jun 10 Jun 11 Jun 12 Jun 13 Jun 14 Jun 0 200 400 600 800 0 50 100 150 200 Chats & Sessions Chats Session 7 Jun 8 Jun 9 Jun 10 Jun 11 Jun 12 Jun 13 Jun 14 Jun 0 1,500 3,000 4,500 6,000 Tasks Performance Success – 87% Failure – 13% Intent Recognized 13% 87% 7 Jun 8 Jun 9 Jun 10 Jun 11 Jun 12 Jun 13 Jun 14 Jun 0 100 300 500 700 15 Jun 17 Jun 18 Jun 19 Jun15 Jun Active Users Sessions 12%
- 14. 21Confidentialwww.kore.ai Visualize User Journey View Top asked Business Tasks and BOT usage “Get Insights into the conversational journeys users take” “”Identify user drop-out points and success rates of tasks to improve user experience” Business users can visualize Customer-Bot interactions and get insights on most frequently asked Tasks, Drop-out points and Utterances
- 15. 22Confidentialwww.kore.ai Profile Conversations via Meta-Tags Users can add custom tags at various levels in the platform to generate reporting data based on custom business needs Business users can generate detailed custom reports by adding tags in the Kore BOT Builder Generate Business Report Customer Utterance Customer Intent Card Type Customer ID “Book a flight” Book Flight General ULP1278 “ Here are my card details” General Platinum ULP2896 “ Please reschedule my flight” Reschedule LifePlus ULP9342 Yes , confirm these card details Platinum ULP6348 Please change the card details Platinum ULP6789 Change My Card Details … .. ULP8967 “How many Premium customers use Platinum card for payment” Business Problem “Custom Tags can be added at User level to track Premium customers with Prepaid Tags.addUserLevel(“User type", “Premium”) Tags.addUserLevel(“Card type", “Platinum”) Developer Adds Business Field Tags User Type “Premium” Card Type “Platinum” User chooses Business Filters
- 16. “…….user said something……” Kore NLU – Identify user intent Intent Found Intent NOT found User asked for Agent Initiate BAU IVR FlowInitiate Kore Dialog Dialog completed (DIY) Drop-off to Agent Anything Else? Intent Found Default Dialog Intent NOT found User asked for Agent Kore NLU – Identify user intent Total number of calls = XYZ User Hang-up User asked for Agent Dialog Interrupted Default Dialog After retry fail Sub-intent New Intent End Call (DIY) Sample IVR Call Flow Analysis Week of Sep 1 – Sep 30 XYZ Environment Business Rule Transfers ASR, MaxNoInput, MaxTimeOut Rule Transfer to BAU Potential areas where call containment (DIY) can be improved Calls transferred back to BAU IVR based on intent identification
- 17. 24Confidentialwww.kore.ai Auto Dialog Generation Auto Dialog Generation Process Ingest chat transcripts Identify user intents Generate bot training data Discover conversation flow Create Dialog tasks Auto Dialog Generation automatically identifies intents and discourse patterns from chat transcripts to generate human-like dialogs for your virtual agents
- 18. 25Confidentialwww.kore.ai Auto Dialog Generation: How It Works? Import Chat Transcripts Chats are processed to extract meta-data & mask private information “High Monthly Bill ” “Delete a Device ” “Deactivate International Roaming” Identify User Intents Utterances are preprocessed & user intents are derived through Supervised Learning Why is my Bill too high for this month? Let me check your bill details, please provide your Bill No Here is my Bill ID: VB2684312 Also, want to delete a device from my account Sure, I see international roaming was added on 12th of this month, Which device do you want to delete?
- 19. 26Confidentialwww.kore.ai Auto Dialog Generation: How It Works? Discover Discourse Pattern Generate Dialogs Utterances are preprocessed and classified to arrive at user intents Agent utterances are categorized and discourse visualization is created SENDEnter your message here… Why is my bill very high this month? I am more than happy to help You enrolled for an International Roaming and a device was added to existing plan which increased the bill charges, Do you want to deactivate Roaming and Inactive devices? I’ve successfully processed your request and deactivated roaming and additional devices, You should see tis reflect is the next monthly bill Yes, go ahead Thank you for connecting Absys Wireless Begin Confirm Monthly Bill Get User information Provide Info Confirm Change Provide Options Deactivate Plan …. Delete Device Delete a Device Confirm Deletion ....... Share Device Usage Deactivate International Plan Share Roaming Changes Confirm Plan Change Share Plan Offers
- 21. Thank You US Office Address: 8529, Southpark Circle, Suite 100, Orlando, Florida 32819 India Office Address: 12th Floor, E-Park, Plot No.1, Hitech City Road, Kondapur, Hyderabad-500084 Mail Us: [email protected] Follow Us: Watch the Webinar