SpeechCycle’s continuous improvement process is at the core of our solutions. It’s what keeps our automated agents knowledgeable and up-to-date on changes in products and services and best practices, and better ways of engaging callers, at all times. And it’s what drives continuous improvements in automation rates.
As key components of its call handling, SpeechCycle logs detailed information about every caller interaction, as well as records calls for future analysis. A SpeechCycle quality team then interprets that information – following a four-step continuous improvement process – to identify areas for automated agent enhancement.
Analyze – Logs are mined, using SpeechCycle’s Call Explorer, to identify problematic areas of a call flow. These are targeted as potential opportunities for improvement, both for completion rate and caller satisfaction. This analysis also identifies calls that are symptomatic of other possible issues.
Listen – Listening to a selected number of full call recordings helps in understanding the potential issues that affect the caller experience.
Transcribe – A large number of selected utterances (a collection of things people say in answering a question) generates a wealth of annotated speech used to improve speech recognition rates as they relate to speech grammars and statistical language understanding models. New trends and problems are also detected through a detailed analysis of the transcriptions and annotations.
Improve – The process of analysis, listening and transcription combines to produce continuously improved versions of the automated agents. Once an improved version is deployed, the cycle of continuous improvement begins all over again – expanding the breadth, depth and quality of the caller experience, call after call after call.
