What is the benefit of Natural Language Understanding (NLU) Call Routing?

NLU means that callers can describe what they are looking for vs. being prompted to only say a particular word or phrase. Customer satisfaction is a primary benefit as callers are not forced to a something they may feel is unfamiliar to them. NLU can also flatten menus due to the fact that specific alternatives do not have to be presented within a series of voice prompts.

What makes SpeechCycle’s NLU different?

NLU applications are created by initially mapping utterances to meaning to build a Statistical Language Model or “SLM”. SpeechCycle has gone a step beyond by creating a High Definition SLM™. SpeechCycle’s Hi-Def SLM utilizes an extremely large model for meaning classification. The result is that a broader range of utterances will likely be recognized.

How does SpeechCycle efficiently deliver Hi-Def SLM’s?

A unique suite of tools and process add the efficiency necessary for “High Definition”. SpeechCycle’s Annotation Management tool supports a team of transcribers who identify what callers are saying. Results are passed to the SpeechCycle Annotation team for meaning classification. Annotation Manager streamlines meaning assignment as well as assisting with normalization across a team of Annotators.

How does SpeechCycle create Hi-Def SLM’s for each site?

SpeechCycle requires call recording for transcription and analysis. Utterances can be provided by each site, or SpeechCycle will make arrangement to record actual calls

How many call destinations can be supported?

There is no physical limit within the SpeechCycle application.

What does “Application Aware” mean?

LevelOne Call Router (LCR) is designed to share information about a caller when applicable between applications. For example, LCR can transfer a caller’s account number to a speech-enable technical support application to avoid asking the caller for their account number again.

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.

What about contact agent assistance?

Callers can reach a contact center agent at any time within LevelOne Call Router by simply requesting to speak to an agent or by pressing “0” on their DTMF keypad.

Can LevelOne Call Router Call Someone Back?

Yes, particularly in situations where there is a service interruption. LCR can be configured to correlate a caller’s phone number to an outage area. A message can then be offered to notify that caller of a problem in their area. Prompts can also offer the caller a call back when service is restored. If selected, LCR will confirm back to the caller that a call back was requested. Upon service restoration, an automated outbound call will be made.

How do I verify performance?

SpeechCycle provides a web-based Business Intelligence Portal (BIP) with a wealth of caller statistics. Call resolution rates, average handle times and other relevant data is easily accessible.

How are these applications deployed?

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