The new Voice Portal Sparda-Bank Hamburg eg I H C 1
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
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
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 0180 206905 0 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
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 02/2004 03/2004 04/2004 05/2004 06/2004 07/2004 statistic real calls 24.995 20.255 19.908 19.995 15.021 13.778 11.482 1 24.02.2004 v Flensburg 1.225 1.239 958 0 0 0 0 0 2 24.02.2004 v Lüneburg 1.602 1.647 1.225 0 0 1 0 0 3 20.03.2004 v Neumünster 1.298 1.301 1.161 928 0 1 0 0 4 12.05.2004 v Kiel 1.882 2.036 1.659 1.877 2.003 608 12 0 5 19.05.2004 v Lübeck 1.439 1.742 1.358 1.401 1.311 781 0 0 6 03.06.2004 v Norderstedt *) 341 7 03.06.2004 v Poppenbüttel *) 158 8 03.06.2004 v Bergedorf 788 839 715 788 834 745 72 0 9 17.06.2004 v Harburg 1.936 2.118 1.716 2.014 2.206 1.679 1429 1 10 23.07.2004 v Eidelstedt 1.046 1.254 987 1.048 1.044 967 969 752 11 23.07.2004 v City-Nord 1.176 1.364 1.084 1.223 1.281 940 1118 880 12 05.08.2004 v Wandsbek *) 898 13 05.08.2004 v Hamburger Straße 1.561 1.899 1.435 1.695 1.727 1.313 1438 1626 14 29.07.2004 v Am Thalia Theater 1.180 1.349 995 1.136 1.300 1.047 1132 1189 15 29.07.2004 v ABC-Straße 1.728 2.121 1.599 1.598 1.939 1.548 1618 1503 16 05.08.2004 v Grindelallee *) 260 Branches and Callcenter Calls 17 12.08.2004 v Altona *) 3.677 5.762 4.991 5.750 6.034 4.947 5485 4911 connection i 324 372 450 316 444 505 620 total 22.196 connection e 6.868 4.984 5.660 6.092 4.836 5.505 4.925 on air NLU 22.196 connection % 22,57% 21,22% 23,90% 24,56% 26,59% 31,17% 33,80% open f. statistic 9.304 Calls p.m. 31.863 25.239 25.568 26.087 19.857 19.283 16.407 I H C 5 difference month 6.624-329 -519 6.230 574 2.876 difference year 6.624 6.295 5.776 12.006 12.580 15.456 phone 08/2004 4.844 0 0 0 0 0 0 0 1 0 335 2 5 2930 1.571 4.956 1.349 11.149
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
Sparda-Bank Hamburg eg Weekly calls answered by NLU 8000 7000 6000 5000 calls 4000 3000 2000 1000 0 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 weeks p.y. I H C 24.02.04 13.08.04 7
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 Voicemail-turnover 6 = Appointment 7 = Opening hours 8 = Other Services I H C 8
%-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 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 I H C 9 time
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 300 1.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
Sparda-Bank Hamburg eg Remaining Calls answered by 1.level-callcenter 35.000 30.000 25.000 20.000 15.000 10.000 5.000 0 Jan. 04 Expected Direct Calls 1 2 3 4 5 6 7 8 9 10 11 12 I H C 11
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
Sparda-Bank Hamburg eg Customers being able to use NLU 35.000 30.000 25.000 20.000 80.000 customers 15.000 10.000 5.000 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Nov. 02 Juni 04 I H C 13
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
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
Sparda-Bank Hamburg eg Michaela Mey I H C 16
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
Appendix
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 E-Mail Multimediachannels Content- Adapter ODBC XML... Call-Center Adapter CTI XML...
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-
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-
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-
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-
Sparda-Bank Hamburg eg Rhetorical Message Reading API Vocabularies for SMS and email Special API for use with email reading applications Specialized phrasing for messaging domains Email handling/parsing control modules Attachment processing Intelligent header summaries Document navigation English version available Q2 German version available end Q3 I H C -6-