What is it?
The optimisation cycle will identify potential enhancements that can be made to the self-service applications including analysis of vocabulary, prompts and call flows.

What will it provide?

• Insight:
  • Collecting log and caller utterance data from the speech platform, transcribing utterances and listening to individual calls end-to-end to better understand the caller’s journey.
• Accuracy:
  • Calculating the current recognition rate for each question (“context”) in the application
  • Suggesting new vocabulary/dictionary entries and calculating the new recognition rate to ensure recognition improves with these additions
  • For text-to-speech we can also offer a ‘fine-tuning’ service for key pronunciations or phrases
• Usability:
  • Identifying ‘trouble spots’ in the call flow and suggesting new prompt wording and/or call flows to remedy them
  • Investigating out-of-vocabulary phrases spoken by callers, and recommending prompt/call flow/synonym changes as appropriate
  • Analysing confirmation rates and calculating suggested new rates
• Resolution:
  • Production of a Tuning Report outlining the current performance of the application, and distinct steps to improve it

Next steps?
If you’re interested in having SpeechStorm’s expert professional services team deliver best of breed self-service solutions to your business please contact us