SpeechCycle's Evaluation and Technical Analysis (LevelSET) delivers a clear picture of why your customers call you along with an actionable plan outlining how these calls should be handled to provide the most expedient service with highest customer satisfaction. SpeechCycle applies its unique speech analytics and process optimization tools delivered by world class speech science and analysis teams to identify call drivers and deliver recommendations for automation using natural language speech recognition. The 10-step analysis includes:
- Baseline Evaluation – Definition of application goals
- Utterance Capture – From a defined set of partial or full calls
- Transcription – Identify what callers are actually saying
- Annotation – Annotation Manager tool is used to define “meaning”
- Data Analysis – SpeechCycle Speech Science team review
- Document Resolutions – Pinpoint optimal automation points
- Call Driver Map – Specifically identify why callers call
- Deployment Recommendation – Suggestion for automated service
- ROI Analysis – Cost/benefit estimates
- Report – Final report will identify the distribution of call drivers from the “voice of the customer”, and their linguistic correlation (e.g. keywords, expressions used, etc.). The report will also include recommendations for the application of natural language. An expected level of automation will also be included along with a perspective of caller satisfaction related to automation alternatives.
