convergys confidential and proprietary automating redelivery for the usps kristie goss convergys...
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Convergys Confidential and Proprietary
Automating Redelivery for the USPS
Kristie Goss
Convergys Corporation
Convergys Confidential and Proprietary
Agenda
Practical Speech ApplicationsRedelivery OverviewChallengesBuilding the Design: Pre-LaunchBuilding the Design: Post-LaunchLessons LearnedQuestions
Convergys Confidential and Proprietary
Practical Speech Applications
What makes a speech application practical?
Must be ‘usable’ – understands the user’s needs and navigates them appropriately
Improves CSAT
Saves the user time
Saves money for the business owners: increase containment and decrease AHT
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Redelivery Overview
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Redelivery Overview Cont’d
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Challenges
Very complicated set of business rules
Identify and match customer needs to feature requirements
Expect the caller to provide information from a notice
Caller must also provide name and address
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Building the Design: Pre-Launch
Descriptive, instructional prompts
Use shortcuts to decrease the length of the call
Pass collected data to agent desktop using CTI
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Building the Design: Post-Launch
Optimize call flow by collecting most difficult information last
(name and address)
Optimize call flow by gathering any information possible from the notice
Constrained Natural Language Understanding (CNLU)For those callers who are misrouted into the Redelivery application from the USPS ASK Main Menu, use CNLU to properly route their callPrompt the caller, “Briefly state the reason for your call.”If it’s a call type that can be handled in the IVR, transfer
to that IVRIf it can’t be handled in the IVR, transfer to an agent
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Lessons Learned
Being successful isn’t always about 100% automation – it’s about doing what’s best for the user while saving money for the company as a whole
Automating Redelivery produced some containment and CSAT gains, but more importantly, the application reduced AHT tremendously
Always keep success metrics in mind while designing an application
“Make automation work for callers who want to use it!” (W. Rolandi)
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Questions