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

Over 70 unique symptoms and issues are handled in categories such as video problems, error messages, ordering questions, and DVR configuration. Problems are resolved by walking callers through troubleshooting and provisioning dialogs, as well as guiding callers through resetting the set-top box.

What if the subscriber does not have a set-top box?

No problem. The LevelOne Video Agent has dialog paths to troubleshoot for subscribers that connect without a digital or analog box.

What is the difference between an integrated and non-integrated solution?

A SpeechCycle “integrated” solution generally refers to an ability to access information available from the same systems used by agents. 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 Video Agent currently integrates with?

• Billing systems: Amdocs (CableData), Convergys ICOMS and CSG systems
• Provisioning and Outage: Existing systems
• CTI: Links to agent desktop such as provided by Aspect
• Other: Additional support systems when required

What set-top box models and software versions are covered?

SpeechCycle’s Continuous Improvement Process essentially means that every set-top box model will be covered within the LevelOne Video agent’s speech dialogs. Many are currently supported such as Scientific Atlanta, Motorola, Sony Pace, etc. Diagnostics also consider various operating systems associated with set-tops. Call resolution prompts and paths adjust based on set-top software such as Passport, TV Guide, or PowerTV/SARA.

What happens when new set-top models are deployed to subscribers?

SpeechCycle’s unique Continuous Improvement Process is designed to quickly add support for new modem models. Modem details can be quickly updated to the speech dialogs including not only vendor name and model number, but also descriptions for light patterns and location of on/off switch.

How does the LevelOne Automated Agent identify the root cause of video problems despite vague descriptions and missing detail from callers?

Callers can find describing what they see on the television screen as challenging. One caller might be quite articulate in describing a problem, while the next caller facing the same issue will be incredibly vague. SpeechCycle is able to effectively troubleshoot despite variable and vague descriptions due to the domain experience that is the foundation of the LevelOne Video Automated Agent. Hundreds of thousands of video calls have been transcribed and analyzed to provide the intelligence to know what callers mean and apply the appropriate dialog path.

What degree of call resolution can be expected?

LevelOne Video Agents 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 set-top box status or confirming a channel setting. 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 period of time after the initial call was received. A Repeat Call will be identified within SpeechCycle reports and special call handling applied.

How does the LevelOne Video 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 Video 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.