What type of calls can be resolved with SpeechCycle’s LevelOne DSL Automated Agent?

LevelOne DSL provides automation for initially configuring a DSL modem with a home network as well a troubleshooting caller reported issues. Voice recognition dialogs assist with a wide range of issues. Examples include, lost internet, slow internet, intermittent connection, blocked website, password reset, and a variety of email issues.

Does LevelOne DSL support more than the DSL modem?

DSL subscriber support poses unique challenges as line filters, adapters, and cable length can be potential problem areas in addition to the modem and PC settings. LevelOne DSL is capable of pinpointing root causes by diagnostically evaluating caller described issues. Voice recognition dialogs query callers about splitters, adapters and routers, displaying automated intelligence that seems personalized to each caller’s specific issue.

How does LevelOne DSL “zero in” to resolve an issue?

In many cases SpeechCycle voice recognition dialogs will immediately determine a call resolution path per a specific caller description. Common billing, provisioning and troubleshooting systems will enable SpeechCycle to immediately gain knowledge of the caller’s service, deployed equipment, and state of the network, thus adding what is perceived by callers as more intelligence to the dialog. It can also reduce the number of questions that require a response and will lead to improved call resolution rates.

What are examples of systems the LevelOne DSL Agent currently integrates with?

• Billing systems: Amdocs (CableData), Convergys ICOMS and CSG systems
• Provisioning and Outage: Existing systems
• CTI: Provide information for agent screen pops
• Other: Additional support systems when required

What automated action can be provided?

LevelOne DSL integration to available systems greatly influences the caller’s perception of intelligence, ultimately keeping callers more engaged and solving more issues without agent assistance. LevelOne DSL is capable of

• ­Analyzing Performance, modem speed, bit rate up/down, Remote View On Port, Last synch, and Interface Status
• ­Corrective Action, reset IP address and synchronize with DSLAM

What is Asynchronous Caller Expedite (ACE)?

SpeechCycle’s ACE technology directly addresses caller satisfaction by conducting status and performance testing of the caller’s connectivity in background while interactively engaging the caller in a troubleshooting dialog. Information retrieved from testing or important details from caller input will work together to more quickly resolve a caller’s issue.

What if problems are due to splitters, adapters or cabling?

LevelOne DSL is aware of the many DSL specific issues that could impact service. Dialogs include assisting with checking RJ-11 cable lengths, connections to splitters and presence of home base alarms. LevelOne DSL can also guide callers through a full isolation test to pinpoint if the problem is with the subscribers home network or elsewhere.

What if a reboot is the answer?

LevelOne DSL guides callers through power cycling home networking and modem systems. Information is provided to ensure systems are reset in the proper order to quickly restore service.

What degree of call resolution can be expected?

LevelOne DSL Agent delivers value by completely automating a significant percentage of calls, as well as partially automating calls where escalation is required. The level of integration and other factors will have an impact on call resolution rates. A significant volume of calls can also be partially automated, saving agents from repeating troubleshooting steps upon escalation.

What is the value of partially automated calls?

Partial automation means that the LevelOne Automated Agent has engaged in some diagnostic steps such as checking modem lights, assistance with reboot etc. Escalation to an agent may be required because reasonable troubleshooting efforts have been exhausted, or simply to connect to an agent by caller request. In these cases a forward looking screen pop can be sent to an agent providing a “next step” suggestion along with some background about the call. Value includes potentially reducing agent handle time as well as customer satisfaction by avoiding repeating a diagnostic step.

What is “Repeat Caller Detection?”

SpeechCycle can identify when a call is received from the same phone number within a specified customer specified period of time after an initial call was received. A Repeat Call will be identified within SpeechCycle reports and special call handling applied.

How does the LevelOne DSL Agent integrate with contact center agents?

Calls are transferred to an agent when automated diagnostics are exhausted, or when requested by a caller. Additional integration will enable the LevelOne DSL Agent to send a forward looking screen pop to the agent desktop. Information provided includes a next step suggestion as well as detail on previously completed steps.

How are these applications deployed?

SpeechCycle LevelOne Automated Agents can be deployed as a hosted solution, or a premise-based managed service.