Sparda-Bank Hamburg eg I H C 1

Transcription

1 The new Voice Portal Sparda-Bank Hamburg eg I H C 1

2 Sparda-Bank Hamburg eg The vision Optimization of information and selling logistics especially by using a trendsetting telephony platform as a MultiChannelBankingSolution to standardize all customer telephone service systems. I H C 2

3 Sparda-Bank Hamburg eg Electronic services Voice controlled services stationary service B A N K including consultancy telephone service E- Business V- Business The Multi- Channel Service I H C 3

4 Direct Calls The new phone structure Service CUSTOMER Branch Call loop Specialists Sparda-Bank Hamburg eg The customer has only one Entry Channel into Sparda Bank HH The voice portal takes over standard calls, forwarding and global-info STSG and TBT are completing the voice portal (appointment, consultancy, bonds) The branches focus on selling ASR Flow-over- Service One phone number Sparda-Telephon- Service-Company Natural language portal Dialog-Platform Identified forwarding to Telephon-Banking- Team Check back Forwarding Service I H C Consultants 4 TTS Consultancy

5 Free of 1LCC Sparda-Bank Hamburg eg No. NLU- branches 1.Level 1.level CC phone phone phone phone phone phone phone on air Calls 01/ / / / / / /2004 statistic real calls v Flensburg v Lüneburg v Neumünster v Kiel v Lübeck v Norderstedt *) v Poppenbüttel *) v Bergedorf v Harburg v Eidelstedt v City-Nord v Wandsbek *) v Hamburger Straße v Am Thalia Theater v ABC-Straße v Grindelallee *) 260 Branches and Callcenter Calls v Altona *) connection i total connection e on air NLU connection % 22,57% 21,22% 23,90% 24,56% 26,59% 31,17% 33,80% open f. statistic Calls p.m I H C 5 difference month difference year phone 08/

6 Two parts of Central-phone phone-services PIN guided Sparda-Bank Hamburg eg free services Account-status Monetary transactions Services (blockings, changes, orderings etc.) Bonds Consultancy Information Forwarding Appointment Specials I H C 6

7 Sparda-Bank Hamburg eg Weekly calls answered by NLU calls weeks p.y. I H C

8 Ordered NLU-services Sparda-Bank Hamburg eg 4 10% 5 1% 6 5% 7 3% 8 3% 1 35% 3 11% 2 32% 1 = Account-balance 2 = Forwarding 3 = Account-overview 4 = External transfer Succesfull Voic -turnover 6 = Appointment 7 = Opening hours 8 = Other Services I H C 8

9 %-use 10,00 9,00 8,00 7,00 6,00 5,00 4,00 3,00 2,00 1,00 0,00 Time sequences NLU Sparda-Bank Hamburg eg I H C 9 time

10 Sparda-Bank Hamburg eg Bank-clerks on the telephone 1.Level clerks on phone without NLU 2.Level 17,56 8,78 3,51 3.Level 29,85 bank-clerks Level clerks on phone with NLU 2.Level 7,31 3.Level 1,76 3,37 12,44 Reduce: 17,41 VTE bank-clerks 58,32% 300 I H C 10

11 Sparda-Bank Hamburg eg Remaining Calls answered by 1.level-callcenter Jan. 04 Expected Direct Calls I H C 11

12 Sparda-Bank Hamburg eg The new NLU-telephone quality 24 hour service for the customer with human voice dialog Fast and controlled access to the bank Fast, mechanical processing of certain events Transparent information structure and with that exact analysis of customer behavior (ACD-Integration) I H C 12

13 Sparda-Bank Hamburg eg Customers being able to use NLU customers Nov. 02 Juni 04 I H C 13

14 Sparda-Bank Hamburg eg The added value of natural language telephone computer (ASR, Dialog-platform platform,, TTS) Better and more complex applications Faster application development and changes More services in one application Better stabled applications Higher customer acceptance Higher Return-on-Investment Shorter Time-to-Market (over-night) Reduced Total Cost of Ownership I H C 14

15 The break-even even Sparda-Bank Hamburg eg Using this new technology will bring down the price per call to 0,30. Such cost reduction increases cost recovery for the investment in a very short time. I H C 15

16 Sparda-Bank Hamburg eg Michaela Mey I H C 16

17 I V R DTMF N L U A S R Definition of Terms: - Interactive Voice Response synonym for telephone computer via DTMF - Dual Tone Multi Frequency - Natural Language Understanding synonym for New Voice Portal - Automatic Speech Recognition Sparda-Bank Hamburg eg TTS- Text to Speech T B T - Telefon Banking Team (2 nd level professional service including phone consultancy) Inhouse Sparda HH TBS - Telefon Banking System (old IVR Sparda HH) STSG - Sparda Telefon Service Company (1 st level service) Outsourcing at St.Ingbert, Germany I H C 17

18 Appendix

19 Sparda-Bank Hamburg eg SEMANTICEDGE DIALOGPLATFORM SemanticVoice-DOME Development & management environment for intelligent, natural language dialog applications Development Environment Optimization Environment Management Environment SemanticVoice-DIALOG ENGINE Runtime-environment for flexible, event-driven voice dialogs and multimodal applications I H C -1- Dialog- Intelligence Intelligent Application Modular, configurable Industry solutions and service modules Output- Generation Intelligent Application Zooming SemanticVoice-Integration Layer Configurable integration middleware including telephone and IT adapters with open standard interfaces ASR, TTS-Adapter VXML HTML SMS Multimediachannels Content- Adapter ODBC XML... Call-Center Adapter CTI XML...

20 Sparda-Bank Hamburg eg POSITIONING SEMANTICEDGE DIALOGTECHNOLOGY Modular application VOICE PORTAL Intelligente Applikation Function Customerfriendl. dialogs Config.applications Dialog-Platform SemanticVoice Dialog-Intelligenz Zooming Output- Generierung DB DB Adv. dialog capabilities Develop. environment Backend interfaces ACD ASR VXML-Browser VXML-Plattform TTS Standard-VXML interface Sharing of ASR and TTS ressources CTI-Server DB DB Integration of heterogeneneous and distributed CTI, telefony and CRM systems I H C -2-

21 Sparda-Bank Hamburg eg FEATURES AND VALUE ADD SEMANTICEDGE DIALOGPLATTFORM R U N T I M E FEATURES Flexible, event-driven dialogs ( How can I help you? ) Knowledge-driven, dynamic dialogflow (incl. personalization) Very expressive prompting via outputgeneration-component VALUE-ADD Higher customer satisfaction Larger number of services in one portal Higher automation degrees/roi D EV E L O P M E N T FEATURES Separation of appl.components (Plans, Gram.,Prompts, Knowldg.) Configurable industry solutions and application modules Wide range of tools for faster development and optimization VALUE-ADD Linear growth of code-volume Fast time-to-market for portals with even large No. of services Low costs for service extensions and maintenance I H C -3-

22 Sparda-Bank Hamburg eg Why Rhetorical rvoice? Quality of rvoice Unbeatable naturalness and accuracy Bilingual non-english voices Full English phoneme sets (recorded) Context driven language detection Language forceable by SSML tags Active Prompt technology Prosody / pronunciation modeling with a GUI Mixes seamlessly with standard TTS phrases Custom voice creation Fast, reliable process (9 to 12 weeks) Domain specific voices Character voices I H C -4-

23 Sparda-Bank Hamburg eg Why Rhetorical rvoice? Call Center Suite Specialized for names / addresses applications Covers more than 95% of last names / street names Covers more than 98% of first names / place names Integration capability SSML, VoiceXML 1.0 / 2.0, SAPI 4/5, SALT; MRCP; rapi Powerful user control Dynamic Server Update: lexicons, abbreviations, prompts Wide range of platforms Windows NT, 2000, 2003 Server; Windows XP (client side) Linux Red Hat 6, 7.1, 7.2, Advanced Server 2.1 SPARC Solaris 7, 8 I H C -5-

24 Sparda-Bank Hamburg eg Rhetorical Message Reading API Vocabularies for SMS and Special API for use with reading applications Specialized phrasing for messaging domains handling/parsing control modules Attachment processing Intelligent header summaries Document navigation English version available Q2 German version available end Q3 I H C -6-