Automated Data Verification Using Voice XML Web Services

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Automated Data Verification Using Voice XML Web
Services
Beyond Excellence
Confidential

2
The Problem of Collecting Data

• Envirofacts Data Potentially 40 of data in
  error
• Qsent cleansed telephone company data shows
  discrepancies
• Liability issues in modifying data submitted by
  industry
• Yet, potential black eye if data is released
  with errors
• Cost of correcting
• Call Center costs greater than 5/call
• Potentially 2.5 million (1.2M records _at_ 40)
• Manual data entry using forms expensive
• Online forms a possibility
• Internet access is a requirement, however

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Voice XML Solution

• Data verification demo
• Automated Voice Data Verification Demo
• Uses XML and Web Services standards
• Everyone has a phone
• No computer needed
• Less than 1 per call
• Fully automated

4
VXML Platform

• Voice Platform serves as a Voice Interface
• Integrates easily into existing infrastructure
• Provides natural speech interface to existing
  applications

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Background Process

• Batch comparison of Envirofacts database with
  Qsent data
• Discrepancies are noted
• Facilities are prioritized by Industry Code
• Mailer and outbound calls begin

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Outgoing Calls

• Mailer announcing data verification
• Voice system will call you within the week
• Other options user calls in, use online forms or
  request operator assistance
• Voice system asks if Qsent data is correct
• If correct, system thanks user and updates
  database
• If not correct, system goes through data with
  discrepancies and asks user for updates
• After data is verified, system thanks user and
  updates database

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How Does it Work?

EPA Facility
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How Does it Work?

Insert VXML sample code
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FAQs

• What is the current capability of voice
  technology today?
• Voice technology today has progressed
  significantly. Current voice solutions can
  guarantee greater than 95 service level by
  implementing simplified menu call flows, enhanced
  speech recognition technology and natural text to
  speech technology.
• Wont users just hang up on the system?
• Most users are not surprised by automated phone
  systems anymore (ex. Voicemail, bank account
  access). There will always be users who are
  uncomfortable with automated system. These users
  will have the option to use other methods such as
  operator assistance or online forms.

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Pricing Models

• One-Time-Charge based
• Agency purchases hardware, software and call flow
  application development services
• Agency leases communication lines (T1/T3) for
  outbound calls
• Transaction based
• Agency pays as they place calls
• Application service provider model (ASP)

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Benefits of Voice Technology

• Increased Level of Service
• Speed of Communication
• Lower Cost due to Automation
• gt50 Savings per call
• Can Guarantee gt95 Service Level

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Emergency Alerts(Optional Solution)

• Reverse 911 Alert Demo
• EPA Harfod County reverse 911 alert Demo
• Information that needs to be conveyed can quickly
  easily be typed in and certain criteria and
  conditions can be set with minimal effort
• Alerts can be sent to various devices other than
  the telephone like PDAs, computers, broadcast
  receivers etc.

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Emergency Event Data Input
We have a propane leakage.
Via email
Flexibility of the system allows emergency
notification to be received via phones, cell
phones, emails and other wireless devices.
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Emergency Event Alerts
Multi-Modal features allow various communication
modes
PDAs, Cell Phones, and regular emails
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Thank You
Beyond Excellence
Confidential