ALLSEC VOICE INTELLIGENCE

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Felicity Porter
5 years ago
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1 ALLSEC VOICE INTELLIGENCE Powered by Aumina S p e e c h r e c o g n i t i o n s o l u t i o n s f o r E n t e r p r i s e s

SPEECH RECOGNITION SOLUTIONS FOR ENTERPRISES NOTABLE ACCOLADES

500 2013 & 2014 2014 2013 Cool Vendor Hadoop of Speech

2012 Incubated at IIT Funded by Key Patents Filed Madras in

Speech Technology Poised for Growth globally; over 300%ARR 1

2 SPEECH RECOGNITION SOLUTIONS FOR ENTERPRISES NOTABLE ACCOLADES Speech Analytics Voice Biometrics Virtual Assistant Tech Fast & Cool Vendor Hadoop of Speech Verisign of Voice Siri for Enterprise 2012 BLUE CHIP CLIENTS 2012 Incubated at IIT Funded by Key Patents Filed Madras in 2008 Marquee Investors Global Presence& Product Market Fit in Speech Technology Poised for Growth globally; over 300%ARR 1 Growth Niche workforce of over 100 people 2 1 ARR: Annualized Recurring Revenue

DELIVERING QUALITY HUMAN MACHINE INTERFACE Speech Analytics Virtual Assistant Train Call Agents

Analysis Scoring Engine Patented 60% reduction in transaction time 30+ Languages 100+

Manage Call Volumes SaaS-based Model Plug & Play Feature Voice Biometrics Reduce Fraud Increase

3 DELIVERING QUALITY HUMAN MACHINE INTERFACE Speech Analytics Virtual Assistant Train Call Agents Increase Up-sell & Cross-sell Improve Compliance Patented 30+ Languages 95% Accuracy Sentiment Analysis Scoring Engine Patented 60% reduction in transaction time 30+ Languages 100+ Accents/Dialects Enable Faster Outcomes Enhance First Call Resolution Reduce Customer Service Costs Manage Call Volumes SaaS-based Model Plug & Play Feature Voice Biometrics Reduce Fraud Increase Trust Reduce Call Time & Cost 30+ Parameters 99.5% frauds are reduced 25+ Languages 100+ Accents/Dialects Managed Services 3

4 Allsec Technologies Capture and analyze customer interactions with Speech Analytics Proprietary & Confidential Information

ALLSEC SPEECH ANALYTICS OVERVIEW Speech analytics software enables contact centers to

strong models and enrich it with ongoing data to predict outcomes and prescribe likely

Core tech accuracy: Speech recognition software with industry leading accuracy levels.

DLSR (Dynamic Language switching and Recognition): First in the speech analytics and the

5 ALLSEC SPEECH ANALYTICS OVERVIEW Speech analytics software enables contact centers to drive critical business goals by analyzing existing speech data to build statistically strong models and enrich it with ongoing data to predict outcomes and prescribe likely successful customer engagement process. Core tech accuracy: Speech recognition software with industry leading accuracy levels. Keyword spotting core tech, with powerful recommendation, scoring and reporting engines. DLSR (Dynamic Language switching and Recognition): First in the speech analytics and the industry to provide DLSR Language coverage: Highest language coverage internationally including (70+ global languages) Business Rules configurator (flexible) 5

6 SPEECH MINING Keyword Spotting Automated Transcription Business Rules Configurator 70+ global languages which includes: Sentiment Analysis SPEECH MINING CAPABILITIES Artificial Intelligence (AI) US English UK English Arabic Mandarin Spanish Custom MIS & Analytics Recommendation Engine And multiple variants, accents/pronunciations & dialects of languages Scoring engine Dynamic language switching 6

7 SPEECH ANALYTICS CAPABILITIES Descriptive Analytics Diagnostic Analytics Predictive Analytics Prescriptive Analytics Provides landscape view of key performance indicators and leading and lagging indicators impacting business outcomes Example: Call Hold Duration Analysis, Agent Performance Scores Identifies drivers for the key performance indicators performs root cause and correlation analysis Example: Impact of Call Holds and Agent Performance on the Customer Satisfaction Index Predicts likely outcome for a course of action based on statistical modelling Example: Customer Loyalty and Retention prediction based on multi-factor analysis Recommends course of action based on machine learning models Example: Live and offline cross sell and upsell recommendations 7

8 Actionable Insights Contact Center level Compliance Check Customer Satisfaction Agent Soft Skills Up-sell / Cross-Sell Supervisor Agent Performance Agent Training Speech Analytics Agent Script Adherence Agent Recommendation Agent Risk analysis (improve collections) Revenue Retention (Churn Propensity Agent Training Script Reconciliation BU Head Cut Monitoring Costs Increase Revenue Net Promoter Score Compliance Check Quality Analyst 8

9 Actionable Insights CXO Level Cut Monitoring Costs Compliance Check Optimize Efficiency Optimize Productivity CFO Increase Revenue Sales Performance Speech Analytics Supply Chain Skill-based Allocation (Workforce Management) COO Customer Satisfaction Revenue Retention (Churn Propensity) Risk analysis (improve collections) Compliance Risk CEO Net Promoter Score Competitor analysis Detects Promise to Pay Potential Defaulter Alert CRO 9

10 HOW DO WE SOLVE BUSINESS CHALLENGES? 10

SPEECH ANALYTICS BENEFITS Speech Analytics helps monitor agent compliance by checking adherence to script using keyword recognition 100% coverage of calls (inbound &

to agent, real time Unearth gaps and process improvements QA benefit Suggests process improvements and agent training using agent performance scores and in-call

11 SPEECH ANALYTICS BENEFITS Speech Analytics helps monitor agent compliance by checking adherence to script using keyword recognition 100% coverage of calls (inbound & outbound) reduces contact center cost, as manual sampling and quality assurance can be taken out Helps increase revenue by prompting up-sell/cross-sell opportunities to agent, real time Unearth gaps and process improvements QA benefit Suggests process improvements and agent training using agent performance scores and in-call parameter evaluation Customer Sentiment analysis using keyword spotting and voice analysis Customer satisfaction and dissatisfaction scoring for customer experience index 11

12 SPEECH ANALYTICS SOLUTION BENEFITS Cut Monitoring Costs Compliance Check Mitigate Risk Happiness Index Capture Feedback QA Agent Performance CSAT Churn Propensity Revenue Generation Cost Saving 12

13 Proprietary & Confidential Information Allsec Technologies Mitigate risks of fraud and identity theft with voice biometrics

14 THE ENTERPRISE THE SECURITY ENTERPRISE CHALLENGE SECURITY CHALLENGE 75% of big companies globally have been affected by fraud in the last 12 months 50% of organizations classify themselves as highly vulnerable to information and identity theft The global cost of fraud and identify theft is now estimated to be over $200 billion per year Organizations spend billions on solutions, globally Contact centers spend $12.4 billion every year in caller verification Maximizing support services to avoid fraud Repaying huge amounts of money to customers whose accounts were hacked Is your organization prepared to deal with these threats? 14

15 KEY FEATURES ACCURATE. FASTER. RELIABLE. EASY. NON-INTRUSIVE. Prevent Identity Theft KYC Management Hassle free No changing of passwords every month! Remote Identification; unlike other biometric substitutes Your true identity is what you are (your voice); it s neither what you have (ID cards) nor what you know (passwords) 15

VOICE BIOMETRICS SECURITY FEATURES You can shout your

is of no use to hackers Each individual has a unique

Imitator proof Voiceprint can t be reverse engineered to

16 VOICE BIOMETRICS SECURITY FEATURES You can shout your passphrase out in the open Compromised voice/passphrase is of no use to hackers Each individual has a unique voiceprint Yes, like Zebra stripes! Imitator proof Voiceprint can t be reverse engineered to get user s voice Hacker proof! Voice recordings of user will fail to authenticate 16

with Agent Up to 10X reduction in fraud in the contact

17 SIGNIFICANT BUSINESS WITH SIGNIFICANT BENEFITS BUSINESS BENEFITS seconds reduction in Average Handling Time with Agent Up to 10X reduction in fraud in the contact center Up to % success rate with automated authentication 17

18 THE ENTERPRISE SECURITY CHALLENGE VOICE BIOMETRIC DIFFERENTIATORS Points Voice Biometrics Finger print Iris Scan Facial Recognition Cost of Ownership Lower Higher Higher Higher Equipment at access point No Yes Yes Yes Remote Identification possible Yes No No No Secure Yes Yes Yes Yes Physically Intrusive No Yes Very Very Possible to Lose or Forget No No No No 18

19 Proprietary & Confidential Information Allsec Technologies Meet your intuitive virtual assistant who makes everyday so effortless

20 WHY VIRTUAL ASSISTANT? Reduction in costs by reducing Average Call Handling time Enhanced customer experience by cutting short long menus Customers Transact using their Natural Language Increased efficiency by reducing workflow Reduces Workflow by bypassing many nodes Time saved by steering call to desired Destination 20

21 VIRTUAL ASSISTANT CAPABILITIES Natural Language Processing Key Differentiators Speech Recognition Artificial Intelligence (AI) Recommendation Engine Artificial Intelligence VIRTUAL ASSISTANT CAPABILITIES Natural Language Generation Recommendation Engine Call Steering Allsec s Virtual Assistant enhances customer experience by interacting like a real agent using its natural language processing engine, thereby reducing the overall call handling time 21

VIRTUAL ASSISTANT CALL STEERING OPTIMIZATION It takes about 5 minutes on average to complete a transaction through IVR Without Virtual Assistant: 92% of the consumers are unhappy over IVR process 55%

22 VIRTUAL ASSISTANT CALL STEERING OPTIMIZATION It takes about 5 minutes on average to complete a transaction through IVR Without Virtual Assistant: 92% of the consumers are unhappy over IVR process 55% of the calls are transferred due to IVR misroute 28% of the calls are dropped while on IVR 41% of the calls fail authentication on IVR With Virtual Assistant: Consumers can converse naturally in their own language Reduces misroutes Navigation in the automated IVR is much convenient Average time to a pay bill takes less than 2min (compared to 5 min) Virtual Assistant helps in reducing the transaction time by 60% 22

23 VIRTUAL ASSISTANT KEY TECH COMPONENTS Web Voice & Text chat Voice Biometric Authentication IVR Voice Virtual Assistant Mobile App Voice & Text chat ASR NLU AI 30+ global Languages Machine Learning Knowledge Management Engine 23

24 INTEGRATION WITH WEB CHAT /MOBILE APP Channels Interacts with Mobile App Issue related Query Virtual Assistant Draws data from archives Customer Displays answer on channel API Integration Clients database Web Chat Note: The user Interface for the app will be provided by Allsec 24

NLU : WEB CHAT NLU CONVERSATION : REDUCING THE DISTANCE BETWEEN INTENT AND RESULTS Welcome to ABC bank, How can I help you today? Can you help me clear my bill?

50, would you like to pay this now from your existing account? Yeah, please go ahead Your Credit Card Bill of $127.50 is paid and debited from your current saving account.

25 NLU : WEB CHAT NLU CONVERSATION : REDUCING THE DISTANCE BETWEEN INTENT AND RESULTS Welcome to ABC bank, How can I help you today? Can you help me clear my bill? Oh sure I can help you with that could you please verify yourself before that please repeat the pass phrase I love ABC Bank I love ABC Bank Thank you Sir! Your last Credit Card bill is $127.50, would you like to pay this now from your existing account? Yeah, please go ahead Your Credit Card Bill of $ is paid and debited from your current saving account. Your current balance is now $2720 as of today. Is there anything else you want me to help you with? Thank you for choosing ABC bank No, thanks Virtual Assistant being equipped with natural language understanding & response technology, converses with the customer like a real agent & integrates seamlessly with Voice Biometrics for all transactions requiring authentication Note: The same can be implemented over voice or chat 25

26 THANK YOU

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