Caller Experience Index (CEI) provides a comprehensive perspective of speech system performance. Quantitative and qualitative analytics measuring a vast array of data points are targeted. A single performance metric linking customer satisfaction and automation is delivered to help IT and customer care executives assess and improve the efficacy of their speech systems.
Use of this metric to measure speech systems on an ongoing basis will assist companies in improving caller adoption of speech self-service to maximize an investment in speech technology.
- Qualitative – A 1 to 5 scale, analogous to the Mean Opinion Score (MOS) used in multimedia transmission systems, has been created to provide a framework for evaluating automated interactions. SpeechCycle’s CEI team is uniquely qualified to make these evaluations due the process, tools and experience derived from automating over 50 million calls.
- Quantitative – SpeechCycle CEI captures a range of data points from natural language and directed dialog interactions to provide a statistical caller experience foundation in addition to a qualitative assessment. Data collected and analyzed encompasses recognition accuracy, grammar related issues and many other statistically identifiable metrics.
- Index – A scale of 1 to 5 is used to synthesize qualitative and quantitative data points into a single metric that links caller satisfaction to automation.
