1 Final Presentation ADDING THE HUMAN TOUCH TO TECHNOLOGY.

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Final Presentation

ADDING THE HUMAN TOUCH TO TECHNOLOGY

2adding the human touch to technology

OverviewOverview Mission Company Voice in a Nutshell The Pain Solution & Product

Market ROI & Sales Competition Risks & Strengths Summary


To improve the performance of conversation management applications and expand their capabilities, by enabling human intervention throughout the dialog management. In addition, HiRec desires to enable monitoring capabilities for the future computerized voice contact centers.

MissionMission


CompanyCompany Founded: March 2002. Founders: seven Computer Science and Business Administration students. Solution: Utilities for on-line monitoring and directing speech recognition applications in call

centers.


Voice in a NutshellVoice in a Nutshell 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. Today’s solutions are IVR and directed speech applications. First NL applications are currently in preliminary stages.


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


The idea is to add the human touch to technology. HiRec’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. The whole process is hidden from the caller.

SolutionSolution


ArchitectureArchitecture

Speech Engine

Recognition Interpretation

Voice Call Center without DMSVoice Call Center without DMS

prompt

PROBLEM

prompt

Conversation Management

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DMSDMS

Speech Engine

Recognition Interpretation Conversation Management

PROBLEMS

adding the human touch to technology

ArchitectureArchitecturewith DMSwith DMS

SEVERE PROBLEM

promptprompt


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


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

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DMS DMS


Call Center Service Call Center Service Structure TodayStructure Today

Second LevelSecond LevelSpecialist OperatorsSpecialist Operators

Third LevelThird LevelTop AgentsTop Agents

IVR IVR IVR

First LevelFirst LevelOperators & IVROperators & IVR


Call Center Service Call Center Service Structure - Our VisionStructure - Our Vision

Third LevelThird LevelOperatorsOperators

Second LevelSecond LevelSupervisorsSupervisors

First LevelFirst Level

Voice ApplicationsVoice Applications


Currently 69,000 call centers in the US and 92,000 worldwide The IVR market: $3.9 billion (1999) to $11.6 billion (2004). By 2004, 50% of the 10.3 million IVR ports will have speech recognition capabilities (14% today).

MarketMarket

20012004

Speech Capable

IVR Ports0

2

4

6

8

10

12

M


According to Ovum and Forrester, speech recognition market will grow from $1 billion to $35 billion p.a. by 2005. Telephony voice recognition will reach $5 billion p.a. by 2003. Total CRM software application revenues: $9.4 billion in 2001. $30.6 billion in 2005.

MarketMarketSpeech MarketSpeech Market


Cost/Call – CSR: 3.14$ Voice Application: 0.11$ Voice Application + DMS: 0.5$ Additional Cost for DMS SW, HW and DP: 825,000$ Total # of calls per year: 14,600,000

ROIROI


% of Calls handled by VA without DMS: 16% % of Calls handled by VA with DMS: 24%

Net profit for first year: (14.6M * 8% * (3.14 – 0.5))+(14.6M * 16% * (0.11 – 0.5))

- 825,000 = 1,347,480$ (Payback in 5 months)

ROIROI


HiRec 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. Establish connections with call centers who are looking to integrate a voice application. Offer a cheap pilot in order to establish reference sites.

Sales ApproachSales Approach


Conversation Management Companies PolyInformation, Baobab

Speech Application CompaniesAmdocs, VeCommerce, Aspect Communications ...

Call Center Monitoring CompaniesSprint, Nice

CompetitionCompetition


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

RisksRisks


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

Strengths


Management TeamManagement Team Nir Azriel

– Intel Automation Shiri Margalith

– Intel HR Shahar Markovich

– P-Cube

Roi Raibstein– Student

Pini Reisman– Mobilie

Shani Shalgi– Amdocs Speech Access

Roee Oz– Jango


Because the technology just isn’t there yet

Because man always knows best

Because the human touch is all it takes to make it work

SummarySummary

Why HiRec?Why HiRec?

25Thank You

ADDING THE HUMAN TOUCH TO TECHNOLOGY

1 Final Presentation ADDING THE HUMAN TOUCH TO TECHNOLOGY.

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