Respond, Recover, Thrive Channel Islands Advisory digital transformation webinar series 19 June 2020 Voice Analytics with TrueVoice™ © 2020 Deloitte LLP. All rights reserved.
Respond, Recover, ThriveChannel Islands Advisory digital
transformation webinar series19 June 2020
Voice Analyticswith
TrueVoice™
© 2020 Deloitte LLP. All rights reserved.
Contents
01
03
02
Introduction
• Introducing your team today
• Recover and Thrive through digital transformation
Q&A
Main Presentation
• Voice Analytics with TrueVoice™
1© 2020 Deloitte LLP. All rights reserved.
Introduction
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Our digitally themed webinars focus on Recovery as a journey highlighting how having a clear digital strategy in place is more important than ever
1 – Understand the Required
Mindset Shift
3 – Embed Trust as the
Catalyst to Recovery
2 – Identify and Navigate
the Uncertainties and
Implications
4 – Define the Destination, and
Launch Recover Playbook
OUR WEBINARS SUPPORT FIVE IMPERATIVES WITHIN “RECOVER” TO GUIDE THE BUSINESS FROM “RESPOND” TO “THRIVE”
R E C O V E R
R E S P O N D
T H R I V E
Future of Work
Understanding RPA, Cognitive &
Intelligent Documentation RPA – scaling and digital roadmap
CBS – Building digital workflows
5 – Learn From Others’ Successes
Cyber Response
Intelligence Services
Customer Support
Future of Work
TrueVoice™
R E S I L I E N T L E A D E R S H I P : B U S I N E S S R E C O V E R Y F R O M C O V I D - 1 9
© 2020 Deloitte LLP. All rights reserved. 3
Shaping the Future through Digital Business
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Shaping the Future through Digital Business
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Shaping the Future through Digital Business
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Voice Analytics with
TrueVoice™
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Why Voice Analytics?
>67% of inbound interactions are telephone calls... with a human!¹
<2% of calls evaluated
¹Source: ContactBabel – UK CC DMG 2019-20 v2
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Our perspective – key pain points we are seeing in the contact centre market
Addressing regulatory
requirements
Delivering statistically robust
Quality Monitoring
Managing increased and
changing demand
Controlling cost
Planning and
maintaining ‘right-
channeling’
Maintaining consistency
COVID-19’s impact on Contact Centres Safety, behaviours, virtualisation, digitisation, automation, etc.
£
Overseeing Bot interactions
9© 2020 Deloitte LLP. All rights reserved.
TrueVoice™: Interaction Analytics as a Managed Service
Using TrueVoice, we work with clients to deliver value in 3 key ways:
PROTECT NURTURE SAVE
Mitigate risk - monitor all customer
interactions and flag potential issues.
Optimise customer service and sales –
robust Quality Monitoring, etc.
Identify issues/failure cost and their
root causes – recommend course of
action.
£
Gaining ‘actionable insight’ from their
unstructured customer ‘interaction’ data
The fundamental business issue we
address for our clients remains
constant:
1 2 3
10© 2020 Deloitte LLP. All rights reserved.
TrueVoice™ Solution
Processing elements Outputs Received
Transcription - Voice to text
• Transcription with seeded words,
acronyms, names, etc.
Audio recording, playback and transcription
Call triage based on risk scores, topics,
themes and trends.
Demand Drivers – Operational Insights
Reporting at multiple levels based on
individual, team, region, product, etc.
Machine Learning Models / Use
cases
Complaints (dissatisfaction)
Complaints (regulatory)
Reason for Call (including multiple intents)
Compliance
Operational Efficiency
Vulnerable customer
Audio quality assessment
Automated Agent Quality
Multiple Disclosures
Agent effectiveness / efficiency
Emotion journey
Audio
Recordings
Metadata/
CRM Data
TrueVoice
Basic Speech
Analytics
Natural Language Processing
Stemming and lemmatisation
Topic modelling
Uncovers hidden semantic structures
within text bodies
Vocal Emotion detection
Anger, sadness, happiness,
neutrality, anxiety
Vulnerability, misunderstanding,
complaint indicators
User
Generalist Data Scientist
Data Hub
Customer insights and model predictions
can be integrated with client’s enterprise
tools for further insights.
Machine Learning
Feedback loop for Proactive
Model Management
• Speech to text / transcription
• Disclosure search pack hits
• Fuzzy text search results
Behavioural AnalysisLanguage Analysis
What was said?
How it was said?
Data Inputs
Outcome-driven data
Direct
Output
One-dimensional data
Front-end
(Web dashboard)
Where should I focus?
Negative Emotion – Customer Experience
Agent performance - Quality
Complaints and High Risk – Compliance
Search packs
• Fuzzy text searching
• Identification of disclosures and key
terms/phrases’
11© 2020 Deloitte LLP. All rights reserved.
TrueVoice™ application example – ‘Value/Irritant’ Analysis
Customer Perspective
Bu
sin
ess
Pers
pecti
ve 20%10%
50%
Automate
Simplify Resource
Value
Irri
tan
t
Irritant
Valu
e
20%
Eliminate
Call ReasonNew account registrationManaging accountFunds & InvestmentsCharges, fees & taxesAdding & withdrawing moneyWebsite issueGeneral enquiryOther
Value/IrritantMutual ValueMutual IrritantBusiness Value/Customer IrritantBusiness Irritant/Customer Value
Example TrueVoice Report
12© 2020 Deloitte LLP. All rights reserved.
PROCESS AUTOMATIONOPERATIONAL EFFICIENCIES CUSTOMER INSIGHTS
19.8%Identified calls for
channel shift 10x More likely to identify customer
dissatisfaction 70%Quality Monitoring (QM)
process automation
• 10x more likely to identify dissatisfaction
• 3x more likely to detect customer confusion
• Insights now cover in-house/outsourced centres,
agent, team, competitor mentions, customer journey,
etc.
• Identified 19.8% of calls for channel shift
• Exposed 2.3% of dead time to eliminate
• Delivered 6% reduction in Average Handle Time
(AHT) by improving process and agent training
• Monitoring and evaluation of interactions increased
from 2 to 100%
• 70% of QM processes automated
• Identifies and analyses multiple contact reasons
<2% calls sampled and
evaluated manually.
Subjectivity an issue
Automated monitoring of 100% of
interactions pinpoints outliers and
areas of interest for review
Minimal comprehension of
interactions
Before TrueVoice™ Low
coverage providing incomplete
picture of demand drivers &
interactions
With TrueVoice™100% coverage generating rich
actionable insight
Transformation impossible –
decisions largely based on
assumptions
Transformation achieved.
Underpins Optimum Operating
Model
Before TrueVoice™ Based
on random sampling and often
subjective opinions
Before TrueVoice™ Manual process
With TrueVoice™Optimised QM
Client Outcomes
With TrueVoice™Blanket coverage and
objective insight based on
outcome modelling
TrueVoice™ Value ExtractionExamples featuring recent client statistics
Surfaces insights of interest (inc.
emotions and sentiment, etc.) as
well as emerging trends
13© 2020 Deloitte LLP. All rights reserved.
For further information please contact
Keir Woolhouse, Interaction Analytics Specialist, Risk Advisory
Keir has more than 25 years' experience working in the global contact centre industry. During the past 6 years Keir's key area of focus has been the application of interaction analytics to help clients underpin and deliver operational efficiency, mitigate risk and increase revenues.
Shane Wallis, Senior Manager, Risk Advisory
Shane is a contact centre and speech analytics specialist. He has over 25 years’ industry experience, having worked in and sold speech analytics to contact centres. Shane works with the TrueVoice team helping customers better understand behaviour and emotion to improve their business.
14© 2020 Deloitte LLP. All rights reserved.
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