Innovative Strategies to Improve the Delivery of Telematics Voice Services

1
Innovative Strategies to Improve the Delivery of
Telematics Voice Services
Julien Masson Director French Operations Connexis
LLC
2
Consumers expectations for ubiquitous LBS

• Consumers are more more exposed to Navigation
  systems
• Boom of the PND market
• Imminent explosion of GPS phone segment
• Steady increase of OEM Navi systems
• They expect now to benefit from rich,
  up-to-date, dynamic content ubiquitously with
  easy-to-use location based services

3
Many attempts from OEMs to provide easy-to-use
audio and visual in-vehicle services

• Using Navigation enhancement services whilst
  driving require a convenient, easy-to-use, and
  safe HMI (Audio, Visual, Tactile)
• The Auto Industry has investigated over years
  various paths to enable services
• Embedded Voice Recognition
• Assistance through a live Operator
• More

4
Remaining Cost and Quality Challenges of
In-Vehicle Audio Services

• Despite these attempts, a number of cost and
  quality challenges remain for the delivery of
  in-vehicle voice services
• Embedded Voice Recognition
• Remains expensive with demanding CPU and storage
• Not yet mature to address Open Natural Language
• Assistance Through a Live Operator
• High Call Center operating cost vs. limited
  customer value
• No local knowledge from operators

5
Key Industry Issue Expensive Call Centre costs
Expensive Call-Centre costs
Todays Call centre costs are expensive compared
to customers perceived value
Connexis innovation

• People-Assisted Computer Systems(PACS) reduce
  traditional call centre costs, and streamlines
  the customer experience

6
PACS Flexible Call Center workflow
PACS is an innovative workflow processing
customers voice requests using a hybrid of
server-based speech recognition and human agents
in reserve to assist in interpreting unclear
commands
PACS Workflow
GPS Position / VIN
Request in Natural Language

• SRE reduces operational costs and
  improves service delivery time
• Silent agents backup SRE without
  engaging the dialog with drivers
• Customer satisfaction is never compromised
  due to availability of L2 agent

Speech Recognition Engine (SRE)
Silent Agent (Level 1)
Request Process
Agent Conversation (Level 2)
7
SRE Speech Shell (SS)Necessary data for SS
performance

• PACS Speech Shell requires three types of
  database
• Pronunciation data for POIs (dictionary)
• Acoustic speech data to create acoustic models
• Language data to create language models and
  grammars

7
8
PACS Return on Experience

• Nearly 1000 requests performed in French
  language
• 60 of requests are handled by Level1 and SRE
• SRE/L1 lt 50 sec., compared to 2 min. (industry
  std.)

(Sec.)
Calls duration
Calls handling distribution
9
Key Industry Issue No Local Knowledgeable agents
No Local Knowledgeable Agents
Todays Call centre agents are not the local
experts that drivers require
Connexis innovation

• Micro Call Centre model of small groups of
  agents distributed geographically around regions
  to enable the most local agent approach to
  service delivery

10
Distributed Service Delivery

• Network of agents located where customers drive
  to provide the most locally knowledgeable service
  experience

• Agents handle requests in native language with
  local knowledge of roads, names, and landmarks
• Local knowledge reduces call times and increases
  customer satisfaction
• High quality VoIP with EC/NR
• Sophisticated, high-speed, server-based call
  routing, eliminating PBXs and ACDs
• Ability to transfer calls smoothly
• 15 cost reduction vs. traditional call centre

11
Applying PACS and Distributed Call Centres to
Telematics

• By combining speech recognition with human
  agents, PACS
• avoids the current dissatisfaction of man to
  machine complex dialogs
• reduces considerably labor costs
• Never compromises customer satisfaction

• Distributed call centers with work-at-home
  agents promise to
• lower facility costs
• solve the problems of scheduling and turnover
• improving service with local knowledge

Reductions in operation costs associated with
more efficient/accurate service delivery opens up
new business models