The Lighter Side of Speech Deployments

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The Lighter Side of Speech Deployments

• Richard Feinberg, Ph.D.
• Center for Customer Driven Quality
• Purdue University

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First things first

• Thank you

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It's All About the LOVE
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Who is Richard Feinberg?
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THE CENTER FOR CUSTOMER DRIVEN QUALITY
www.ccdq.com
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Love of the Customer

• Nothing happens without the customer
• All things being equal a satisfied customer is
  all that there isproducts, services, and
  experiences
• You cannot promise you wont make a mistake but
  you can promise you will correct it
• Customers are more loyal if they know you have
  access and correct the problem

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Sometimes Love . Hurts
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Let me get my bias out of the way

• Should call centers implement speech recognition
  as soon as possible?

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Does a bear __ __ __ __in the woods?
Oh yeah!
Oui
Is this a trick question?
YES
Absolutely
Si
Yup
Sure
Affirmative
Is the Pope Catholic?
No Doubt
What the Heck
Of course
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Not should I butHow
should I BUT
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Planes Trainsand automobiles
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Now this is loving the customer- good customer
service
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Stew Leonardswww.stewleonards.com
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In case you still dont get itITS The CUSTOMER
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Speech
Speech systems must lead to first class quality
service leading to unparalleled customer
satisfaction Because..
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• That is the point

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This is not the point
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IVRs can be solid contributors to what customers
need and want
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Solve the Problem
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New Tech Scares People and Execs
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You have to have a good story to tell
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If you focus on the cost of deployment
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Bonus lesson
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Speech is just a natural evolution
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Your Employeesasset or liability

• Happy employees happy customers happy
  executives happy bankers happy shareholders
  owners

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You are having trouble hiring
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Be a hero
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Oh yesone more thingLife is shortadd value to
consumers
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A Few Good Speech Recognition Execs
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You can do it
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212the extra degree
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Thanks

• Richard Feinberg
• xdj1_at_purdue.edu