LevelOne Foundation Agent FAQs

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

LevelOne Foundation will automate complex customer care calls. Examples of what a complex customer care call are include those where a caller has a difficult time describing exactly what their issue is, support for a device, software or services that may involve many possible call resolution paths, and/or assistance that requires a series of interactions that gathers information specific to a caller’s environment and offers guidance based on interactive dialog.

What types of organizations will benefit?

Technical support is challenging for most organizations as it difficult to retain well-trained call center agents, support provided is not always consistent, and a constantly changing equipment and services increase complexity. LevelOne Foundation will benefit any organization currently providing phone-based technical support. Foundation can be especially effective for companies engaged with a mix of device support coupled with content or a service resulting in a higher level of complexity.

What is a “Call Driver”?

The basic LevelOne foundation package identifies automated support for up to (5) “Call Drivers”. A Call Driver is defined as a specific problem or symptom to be automated.

What is a Call Resolution Path?

The call resolution path consists of identification of the problem, diagnostics to pinpoint a resolution, information to resolve the issue, and confirmation of success.

How can LevelOne Foundation be customized for my needs?

SpeechCycle extends the “foundation” of its complex call automation tools, processes and proven dialog support by customizing voice prompts, grammars (what can be recognized), and reporting detail for the specific needs of each complex call automation effort. A custom voice talent however is not part of the standard package.

What is considered part of Foundation’s “standard package”?

What if I need additional call drivers supported?

No problem, SpeechCycle will work to evaluate each opportunity for additional call automation, providing a benefits analysis, as well as cost and delivery estimate.

What degree of call resolution can be expected?

LevelOne Foundation Agents delivers value by completely automating a significant percentage of calls, as well as partially automating calls where escalation is required. Characteristics of the technical support required along with the specific call drivers implemented will need to be evaluated in order to provide a call resolution estimate.

How does Continuous Improvement Provide Benefits?

SpeechCycle’s unique Continuous Improvement Process will work to frequent update content changes as well as optimize speech performance. Please see the Continuous Improvement section for further detail.

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 Foundation Agent integrate with contact center agents?

Calls are transferred to an agent when automated diagnostics are exhausted, or when requested by a caller. The API provided as part of LevelOne Foundation will include text of what diagnostic steps have been accomplished prior to transfer. Additional SpeechCycle integration can add a “next step suggestion” for the call center agent.

How are these applications deployed?

SpeechCycle LevelOne Foundation will be deployed as a hosted solution. SpeechCycle can also deploy LevelOne Foundation as a premise-based managed service on supported VoiceXML platforms as an addition to the standard LevelOne Foundation package.