Continental Airlines

1
Continental Airlines

• Case 1.1 CallMiner System

2
Case 1 Continental AirlinesThis Call is Being
Monitored

• CallMiner monitors conversations
• craft marketing plans
• customer service quality
• training

3
What are the business benefits of the CallMiner
System?

• value of customer calls
• service rep productivity?
• labor saving
• ad evaluation

4
How can new technologies like CallMiner help
companies improve their customer service and gain
a competitive edge in the marketplace? Explain.

• capture concerns of customers.
• improve response time.
• route calls appropriately

5
Andre Harris refers to calls to reconfirm a
flight a quite frankly, low-value calls. Why
are they classifies as low value? Why do you
think so many customers are placing such calls?
6
How it works
continental airlines this call may be monitored
due to quality assurance this is tina volcom how
may i help you yeah good morning eh i would like
to eh re confirm a flight today yeah i mean
tomorrow morning during the morning ok do you
have your confirmation number or your flight
number a flight number is is leaving las vegas
one forty five and the flight number is eighty
fifteen ok and your last name alter a l t e r
party of two ok alright travelling with marisa
right ok to san jose costa rica (uhm) one moment
if you have an area code and phone number in las
vegas where you can be reached just a second
(mhmm) the area code area code where is it area
code is seven o two ok and what you wanted the
phone number yes it's a seven three o (uhuh)
seven seven seven seven ok and is that a hotel
it's hotel ok which and room number it says seven
two one seven ok alright and you are re
confirming then to leave las vegas at one forty
five a m yeah and arrive in houston at six thirty
a m yeah plane change and depart at nine twenty
five twenty five and arrive in san jose costa
rica at twelve fifty four in the afternoon ok now
now can can you help me another thing ok i ask in
costa rica could they make i have the eh silver
one pass i asked them if they can make me upgrade
ok let's see here thank you (uhm) you have up
been upgraded sir and my wife she has been
upgraded as well ok from las vegas correct all
the way yes sir thank you very much you're quite
welcome thanks for calling bye bye bye bye bye
(touchtone)
airlines call may monitored due
quality assurance tina how may i
you yeah morning eh i like to
eh re confirm a flight yeah i
tomorrow morning the morning do
have confirmation number or
flight number is is las
vegas one forty five and flight number is
eighty fifteen ok and last alter a
l t e r of two ok travelling with
right ok to jose costa rica (uhm)
moment if you have an area and phone
in las vegas you can be just a
second (mhmm) the area code code where is
it code is o two ok what you
wanted the number yes it's a seven three o
(uhuh) seven seven seven seven ok and is that a
hotel it's ok which and number it
says two one seven ok alright and you are
re then to leave las vegas at forty
five a m and arrive in houston at six
a m yeah plane and depart at nine twenty
five five and in san jose costa
rica at fifty four in the ok now
now can can you me another thing ok i
in costa rica could they make i have the eh
one pass i them if they can make me
ok let's see here thank you (uhm) you have up
sir and my wife she has been
upgraded as well ok from las vegas all the
way yes sir you much you're
welcome thanks calling bye bye bye
bye (touchtone)

• continental airlines this call may be monitored
  due to quality assurance this is tina volcom how
  may i help you yeah good morning eh i would like
  to eh re confirm a flight today yeah i mean
  tomorrow morning during the morning ok do you
  have your confirmation number or your flight
  number a flight number is is leaving las vegas
  one forty five and the flight number is eighty
  fifteen ok and your last name alter a l t e r
  party of two ok alright travelling with marisa
  right ok to san jose costa rica (uhm) one moment
  if you have an area code and phone number in las
  vegas where you can be reached just a second
  (mhmm) the area code area code where is it area
  code is seven o two ok and what you wanted the
  phone number yes it's a seven three o (uhuh)
  seven seven seven seven ok and is that a hotel
  it's hotel ok which and room number it says seven
  two one seven ok alright and you are re
  confirming then to leave las vegas at one forty
  five a m yeah and arrive in houston at six thirty
  a m yeah plane change and depart at nine twenty
  five twenty five and arrive in san jose costa
  rica at twelve fifty four in the afternoon ok now
  now can can you help me another thing ok i ask in
  costa rica could they make i have the eh silver
  one pass i asked them if they can make me upgrade
  ok let's see here thank you (uhm) you have up
  been upgraded sir and my wife she has been
  upgraded as well ok from las vegas correct all
  the way yes sir thank you very much you're quite
  welcome thanks for calling bye bye bye bye bye
  (touchtone)

Environmental Issues - Speech Recognition is
not perfect 50-70 at best - Highly Compressed
VOIP, GSM, g726, g729, etc - Noisy Environment
Background Noise, Kids, etc - Untrained
Speakers Accents, - Cell Phones
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Speech Analytics More than words

• Conversational Analytics Defining Context
  Content
• Words/Phrases together with
• Who is talking
• When is it said in reference to other words -
  Temporal Awareness
• Silence Boundaries are very informational
• Tempo rate of speech, emphasis
• Stress Speaker identified important words
• Meta-Data
• Who is talking, Customer IDs, Length of Call,
  Called Number, Stated Reason for Call, Status of
  Customer, etc

8
Real World Group Activity

• Is call monitoring an invasion of privacy?