Wouldn’t you love an (IVR) application that tunes itself, completely autonomously, without human intervention? Yes? Me, too. Unfortunately, that’s not possible, at least not to the extent you and I would love to. However, what if the tool you built your application in actually points you directly to areas that need improvement? Highlighting statistics, performance results, and more? Right within the IDE?
Enter Voxeo’s Hotspot Analytics. Enabling the developer. Delighting the business. Improving the customer experience. Patent-pending.
The traditional approach for improving an application has the business owner consume and analyze a report, and derive improvement decisions from it. Voxeo has enabled the business to do this for over a decade now (more). We now go one step further and bridge the gap that typically exists between the business and the development team. Let’s say you’re the developer of your company’s corporate self-service voice portal. What if a business analyst comes to you and tells you that menu item “billing” shows a trend of increasing hang-up or transfer rates? Well, you start looking into the flow of your application, start listening to calls (if you can), have your QA team assist you in finding issues; maybe you have access to your business’s corporate BI platform with Voxeo’s Analyzer on it, so you can get some help trying to pinpoint the issue.
With Hotspot Analytics, the process of analyzing caller behavior and system performance is reduced to… one click. Hotspot Analytics overlay statistical data right within the IDE in which you develop and tune your application. It shows business task completion rates. It highlights dialog steps that show recognition problems. It shows speech recognition confidence values and recognition results. The job of finding the problem becomes a matter of a couple of minutes. Add a couple more for resolving it.
Consider this scenario: you’re planning to release a new version of your voice portal and your QA team is reporting that UAT testing has shown issues “with speech recognition”. Not knowing anything further, you open Hotspot Analytics to see a 12.69% NoMatch rate, up from 8.69% on the previous deployment of your application (from the day before, i.e. before you made certain changes):
Listen to a couple of recordings of those utterances that couldn’t be recognized. Now open up the VoiceObjects Grammar IDE and validate that the utterance you just heard is actually in-grammar. It isn’t? Oh well, now you know what to fix.
That’s the power of lifecycle management.
Hotspot Analytics have been introduced with VoiceObjects 12. Time to upgrade. Want to learn more? Check out our product documentation on the topic here: http://help.voxeo.com/go/vox/dfeguide.hotspot.overview
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