Exploring Unstructured Information Matthew Storm www'etalk'com

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Exploring Unstructured InformationMatthew
Stormwww.etalk.com
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Monitoring for Change

• Capturing the interaction
• Storing the interaction
• Evaluating the interaction
• Survey the customer interaction
• Process the interaction
• Query the interactions
• Analyze the interactions

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Monitoring for Change

• Capturing the interaction
• Storing the interaction
• Evaluating the interaction
• Survey the customer interaction
• Process the interaction
• Query the interactions
• Analyze the interactions

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Monitoring for Change

• Capturing the interaction
• Storing the interaction
• Evaluating the interaction
• Survey the customer interaction
• Process the interaction
• Query the interactions
• Analyze the interactions

95 Agent-Centric
Blend of Agent-Centric and Business-Centric
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Monitoring for Change

• Capturing the interaction
• Storing the interaction
• Evaluating the interaction
• Survey the customer interaction
• Process the interaction
• Query the interactions
• Analyze the interactions

Team Supervisors QA Analysts
QA Analysts Marketing/Sales Personnel Trainers Ope
rational Consultants Executives Process
Specialists
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Monitoring for Change

• Capturing the interaction
• Storing the interaction
• Evaluating the interaction
• Survey the customer interaction
• Process the interaction
• Query the interactions
• Analyze the interactions

Team Supervisors QA Analysts
QA Analysts Marketing/Sales Personnel Trainers Ope
rational Consultants Executives Process
Specialists
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Process Bringing Cutting Edge Technology to the
Contact Center

• Technologies developed for the global
  intelligence community
• Customers include US Department of Homeland
  Security, NASA, UK Home Office
• Voice Processing Technology that automatically
  aggregates, analyzes and retrieves critical
  information

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Process Approaches to Speech Analytics

• Phoneme Processing
• Can not handle multiple expressions of the same
  idea
• Increased false positives
• No ability to distinguish homophones and phrases
• Lacks high level analysis like clustering
• Speed-Based for Quick Results
• Boolean Rules
• Management is very complicated
• Rules are time consuming for the end- user
• Precise Information
• Word Spotting
• Limited basic keyword methodology
• Relies on spotting exact word matches
• No ability to identify inherent concepts
• Increased false positives
• Unable to differentiate between homophones
• Without word segmentation, short words decrease
  accuracy
• Conceptual
• Ability to accurately determine word segmentation

The oil spill will recognize speech The
computer will wreck a nice beach
Apple Apple AND computer Apple AND computer NOT
tree ((Apple AND computer) NOT tree) OR
Macintosh ((Apple AND computer) NOT tree) OR
Macintosh OR Jobs ((Apple AND computer) NOT
tree) OR Macintosh OR (Jobs AND Steve)
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Query Conceptual Understanding

• Human Context
• Search for More (Transfer you now)
• More than just Word-Spotting
• Supplements Existing Meta-Data

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Query Finding Results

• Simple Searching
• Boolean or Conceptual
• Managed Categories
• Flexible Ad-hoc Searching
• Real-Time Alerting
• Analytics and clustering
• Automatic Hyperlinking

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Analyze Using Results

• Uncover a Wealth of Information in Real Time
• Identify Customer Trends
• Monitor Product Service Issues
• Receive Alerts from Results to Take Action
• Increase Quality Monitoring Productivity
• Identify Calls for Review
• Address Legal and Key Performance Indicators
• Receive Alerts for Immediate Coaching and
  Feedback
• Provide Contextual Information to Agents
• Voice or Text Input
• Increase New Hire Productivity

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Analyze Using Technology and Return on
Investment

• How important are timely results?
• How quickly to things change in your center?
• Will marketing, manufacturing, or management wait
  for this type of data?
• Will only adding more resources make my situation
  better?
• How many of these projects do you do per year?
• What happens to the work that the person was
  working on before this special project?

Executive Can you send me 200 recordings that
talk about our new service offering?
Quality Manager Yes, I can get that to you in
3 weeks. Will that be acceptable?
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Summary

• Move Beyond Traditional Quality Monitoring
  Programs
• Supplement Existing Programs
• Analyze New Information Stored Today
• Invite Personnel outside Contact center
• Use Technology for More Than Just the Agents
• Think Strategically about Your Input to the
  Bottom Line

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Thank you

• Thank you!
• Matthew Storm
• 972-819-3287
• mstorm_at_etalk.com
• www.etalk.com