ADDING THE HUMAN TOUCH TO TECHNOLOGY Final Presentation

ADDING THE HUMAN TOUCH TO TECHNOLOGY Final Presentation 1

Overview Mission u Company u Voice in a Nutshell u The Pain u Solution & Product u Market u ROI & Sales u Competition u Risks & Strengths u Summary u adding the human touch to technology 2

Mission To improve the performance of conversation management applications and expand their capabilities, by enabling human intervention throughout the dialog management. In addition, Hi. Rec desires to enable monitoring capabilities for the future computerized voice contact centers. u adding the human touch to technology 3

Company Founded: March 2002. u Founders: seven Computer Science and Business Administration students. u Solution: Utilities for on-line monitoring and directing speech recognition applications in call centers. u adding the human touch to technology 4

Voice in a Nutshell 1. Two elements are essential for speech applications: recognition and interpretation. Voice recognition has taken a huge step forward during the past few years, while NL interpretation is still far behind. 2. 3. Today’s solutions are IVR and directed speech applications. First NL applications are currently in preliminary stages. 4. adding the human touch to technology 5

The Pain IVR and directed speech are limited and unfriendly, what makes them a compromised solution for call centers. 1. NL Conversation Management (CM) applications make mistakes, which results in unsatisfying performance and user dissatisfaction. 2. The gap between speech recognition and NL interpretation will probably never be completely conquered. 3. adding the human touch to technology 6

Solution The idea is to add the human touch to technology. 2. Hi. Rec’s Dialog Monitoring System (DMS) enables human intervention throughout the automatic dialog, allowing the supervisor to direct the dialog and then give the control back to the machine. 3. The whole process is hidden from the caller. 1. adding the human touch to technology 7

Architecture Voice Call Center without DMS Speech Engine Recognition prompt Interpretation Conversation Management PROBLEM adding the human touch to technology 8

Architecture with DMS PROBLEMS Speech Engine Recognition Interpretation Conversation Management prompt DMS SEVERE PROBLEM adding the human touch to technology 9

DMS All calls through the voice application are monitored by DMS. u Chosen calls are transferred to a supervisor station. u Each Station presents log and details of 4 calls. u Basic assumption is that reading is faster than listening. u adding the human touch to technology 10

DMS A problem results in a pop-up window containing possible solutions, from which the supervisor chooses. u The solution is returned to the voice application, which proceeds from the point it left off. u adding the human touch to technology 11

DMS 12

Call Center Service Structure Today Top Agents Third Level Specialist Operators Second Level Operators & IVR IVR First Level IVR adding the human touch to technology 13

Call Center Service Structure - Our Vision Operators Supervisors Third Level Second Level Voice Applications First Level adding the human touch to technology 14

Market u Currently 69, 000 call centers in the US and 92, 000 worldwide The IVR market: $3. 9 billion (1999) to $11. 6 billion (2004). u By 2004, 50% of the 10. 3 million IVR ports will have speech recognition capabilities (14% today). u adding the human touch to technology 15

Market Speech Market According to Ovum and Forrester, speech recognition market will grow from $1 billion to $35 billion p. a. by 2005. u Telephony voice recognition will reach $5 billion p. a. by 2003. u Total CRM software application revenues: $9. 4 billion in 2001. $30. 6 billion in 2005. u adding the human touch to technology 16

ROI Cost/Call – CSR: 3. 14$ Voice Application: 0. 11$ Voice Application + DMS: 0. 5$ u Additional Cost for DMS SW, HW and DP: u 825, 00$0 u Total # of calls per year: 14, 600, 000 adding the human touch to technology 17

ROI % of Calls handled by VA without DMS: 16% u % of Calls handled by VA with DMS: 24% u u Net profit for first year: (14. 6 M * 8% * (3. 14 – 0. 5))+(14. 6 M * 16% * (0. 11 – 0. 5)) - 825 = 000, 1, 347, 480$ (Payback in 5 months( adding the human touch to technology 18

Sales Approach Hi. Rec will partner with voice application companies in order to create a full solution. This solution will be offered to the CRM ASPs through direct sales, assisted by the contacts the partner companies already have in this market. 1. Establish connections with call centers who are looking to integrate a voice application. Offer a cheap pilot in order to establish reference sites. 2. adding the human touch to technology 19

Competition u Conversation Management Companies Poly. Information, Baobab u Speech Application Companies Amdocs, Ve. Commerce, Aspect Communications. . . u Call Center Monitoring Companies Sprint, Nice adding the human touch to technology 20

Risks NL Market has yet to emerge. Acceptance of voice applications themselves might be slow and painful. u Difficulty achieving first sales. Final consumer only whishes to buy complete and proven solutions. u No technological barriers to the solution u Monitoring and Voice application companies are in better position in case such a solution will be needed. u adding the human touch to technology 21

Strengths First in a new, highly potential market. u Several companies in call center voice application area have shown interest in such a solution: Baobab, Amdocs. u Voice application companies are not developing call center monitoring systems which is a must in this market. u As the practical domain of speech application will grow Solution will always be needed. u adding the human touch to technology 22

Management Team u Nir Azriel u Roi Raibstein – Student – Intel Automation u Shiri Margalith u Shahar Markovich – P-Cube Pini Reisman – Mobilie – Intel HR u u Shani Shalgi – Amdocs Speech Access u Roee Oz – Jango adding the human touch to technology 23

Summary Why Hi. Rec? u Because the technology just isn’t there yet u Because man always knows best Because the human touch is all it takes to make it work u adding the human touch to technology 24

ADDING THE HUMAN TOUCH TO TECHNOLOGY Thank You 25