mobile speech applications for power users doug brown vp, product management datria systems...
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Mobile Speech ApplicationsFor Power Users
Doug BrownVP, Product Management
Datria Systems
Mobile Speech ApplicationsFor Power Users
Doug BrownVP, Product Management
Datria Systems
SpeechTEK-West 2007 C104 – Making Employees More Efficient
21 Feb 2007
SpeechTEK-West 2007 C104 – Making Employees More Efficient
21 Feb 2007
Giving away Datamonitor
report
2
Today’s DiscussionToday’s Discussion
The user interface gap
Demo Strategic considerations
The user interface gap
Demo Strategic considerations
Consumers
DifferentNeeds
Employees
3
Common Mobile Applications in the Enterprise
Where Power Users are FoundCommon Mobile Applications in the Enterprise
Where Power Users are Found
• Field service management• Asset management• Inspection / reporting• Warehouse management• Parts management• Crisis management
Sales force automation (SFA)Human capital management
• Email• Unified communications• Personal info manager (PIM)
HorizontalApplications
Line of BusinessApplications
MobileProfessionals
(knowledge workers)
MobileField Force
(blue collar)
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Drives Significant Value for CustomersDrives Significant Value for Customers
Datria customers use speech-enabled mobility to achieve:
Increased field productivity 20-30%
Reduced days to invoice by 40-60%
Reduce overtime by 15-25%
Increase customer retention 15-20%
Increase revenues by 10-20%
5
Quick Demo (5 min.)Quick Demo (5 min.)
Speech Self-ServiceService Order
DEMO
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Network-based Speech Applications
Market DichotomyNetwork-based Speech Applications
Market Dichotomy
Enterprise
Consumer-focused(casual users)
Employee-focused(power users)
Vs.
• Soft ROI• Limited leverage• Unpredictable users (conversational)• Seeking emotional attachment• Enhanced customer service
• Large ROI• Measurable benefit• Users prize speed and control• Emphasizes accuracy• Enhanced operational efficiencies
Call routing
Flight arrival
Order status
Nearest ATM
Dispatch optimization
Enterprise asset mgt.
Disaster/crisis mgt.
Regulatory compliance
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Voice User InterfaceEmployee-Facing DifferencesVoice User InterfaceEmployee-Facing Differences
ConsumerConsumer WorkforceWorkforce
FrequencyFrequency LowLow HighHigh
Caller wants toCaller wants to Respond to choicesRespond to choices Take control of callTake control of call
Logic pathLogic path More structuredMore structured Less predictableLess predictable
User desireUser desire RealismRealism Speed, controlSpeed, control
Hands freeHands free Not requiredNot required RequiredRequired
Abandon rateAbandon rate Can be highCan be high Must be lowMust be low
RestartRestart At beginningAt beginning Where left offWhere left off
Security requiredSecurity required Limited; inquiryLimited; inquiry High; positive IDHigh; positive ID
# of Transactions per Call# of Transactions per Call FewFew ManyMany
Transaction typeTransaction type Inquiry; some updatesInquiry; some updates Intensive data updatesIntensive data updates
Environmental noiseEnvironmental noise LowLow May be highMay be high
© Datria Systems, Inc. 2004-2007
9
Speech-enabled Mobility
Strategic ConsiderationsSpeech-enabled Mobility
Strategic Considerations Put caller in control
Accommodate harsh mobile environments
Provide a non-fatiguing interface Telephone and 2-way radio
Ensure application persistence (handle unexpected disconnects)
Use integration abstraction to insulate from back-end changes
Provide for data browsing across multiple backend applications Assist comprehension – hot words, status code conversions to word equivalents,
alternate communication methods such as acronym input, text messaging…
Simplify management of large pick lists Dynamic grammar management for parts catalogs, job codes, completion codes…
Allow user to control verbosity levels, and to choose “auto-complete”
Configurable packages Include best practices 50-70% faster to benefit Library of standard data connectors; proven code; cost and delivery certainty Maintenance keeps pace with evolving standards, adds capabilities 25-30% lower TCO
Put caller in control
Accommodate harsh mobile environments
Provide a non-fatiguing interface Telephone and 2-way radio
Ensure application persistence (handle unexpected disconnects)
Use integration abstraction to insulate from back-end changes
Provide for data browsing across multiple backend applications Assist comprehension – hot words, status code conversions to word equivalents,
alternate communication methods such as acronym input, text messaging…
Simplify management of large pick lists Dynamic grammar management for parts catalogs, job codes, completion codes…
Allow user to control verbosity levels, and to choose “auto-complete”
Configurable packages Include best practices 50-70% faster to benefit Library of standard data connectors; proven code; cost and delivery certainty Maintenance keeps pace with evolving standards, adds capabilities 25-30% lower TCO
© Datamonitor, 2007
11
Speech-enabled Mobility
Strategic Considerations - VendorsSpeech-enabled Mobility
Strategic Considerations - Vendors
© Datamonitor, 2007
13
Topical ReadingTopical Reading
Datamonitor The Future of Speech in Field Services (Market Focus), Dec2006 Adding Speech to Your Mobility Strategy, Feb2007
Aberdeen Group Benchmark report: Mobile Field Services Update, Dec2006* Enterprise Strategies: Mobile Field Services Speaks Up, mid-Feb2007**
Integrated Solutions magazine Utility Reduces Clerical Labor Costs 50% with Voice-Enabled Field Solution,
May2006*
Mobile Enterprise magazine Making the Call: Phone-focused solutions for on-the-job efficiency, Feb2007* Making the Call: How speech recognition technologies are streamlining
worker productivity, Dec2005
Energy Central Got Voice? Mobile Systems Still “Hot” and a Place for Innovation, Causey
Snapshot, Apr2006
Datamonitor The Future of Speech in Field Services (Market Focus), Dec2006 Adding Speech to Your Mobility Strategy, Feb2007
Aberdeen Group Benchmark report: Mobile Field Services Update, Dec2006* Enterprise Strategies: Mobile Field Services Speaks Up, mid-Feb2007**
Integrated Solutions magazine Utility Reduces Clerical Labor Costs 50% with Voice-Enabled Field Solution,
May2006*
Mobile Enterprise magazine Making the Call: Phone-focused solutions for on-the-job efficiency, Feb2007* Making the Call: How speech recognition technologies are streamlining
worker productivity, Dec2005
Energy Central Got Voice? Mobile Systems Still “Hot” and a Place for Innovation, Causey
Snapshot, Apr2006
* Features case study on Datria customer Energy South (Mobile Gas)** Features case study on Datria customers Energy South (Mobile Gas) and Johnson Controls
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Datria DNADatria DNA
World’s leading supplier of packaged self-service, voice-enabled applications for field service management
10 years of speech and GPS solutions Originally: wearable solutions for defense industry Now: thin-client network apps leveraging industry-standards Configurable packages for enterprise mobility (lower TCO)
Holder of four US patents Speech recognition using location data & optional digital sensors to collect data Speech controlled forms for spatial and relational databases
Ecosystem of 70+ customers
Breadth of Partnerships Enterprise applications, media platforms, solution integrators
Deloitte Technology “Fast 50” last three years running
World’s leading supplier of packaged self-service, voice-enabled applications for field service management
10 years of speech and GPS solutions Originally: wearable solutions for defense industry Now: thin-client network apps leveraging industry-standards Configurable packages for enterprise mobility (lower TCO)
Holder of four US patents Speech recognition using location data & optional digital sensors to collect data Speech controlled forms for spatial and relational databases
Ecosystem of 70+ customers
Breadth of Partnerships Enterprise applications, media platforms, solution integrators
Deloitte Technology “Fast 50” last three years running
Q&AQ&A
For More Information: www.datria.com
Doug BrownVP, Product Management
Datria [email protected]
303-728-1329
For More Information: www.datria.com
Doug BrownVP, Product Management
Datria [email protected]
303-728-1329
Giving away Datamonitor
report