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[November 16, 2004]

Witness, Continental, Monty Python

BY DAVID R. BUTCHER


Continental Airlines recently deployed Witness Systems’ (news - alert) eQuality CallMiner to automate call segmentation and to aid in the allocation of reservation center resources in the airline’s Tampa, Florida-based reservation center, performing automated call classifications. Similar to NICE Systems’ call recording and call saving for training/analysis, Witness’ eQuality CallMiner offers an option to companies seeking a speech analytics solution. eQuality CallMiner combines speech recognition technology, statistical methods and data mining techniques to create searchable databases of agent/customer voice interactions in the contact center, available for future analysis.




Continental uses the software to search and interpret interactions by identifying predefined key words or combinations of words/phrases. For example:

Possible predefined key words: Flight, New York, Scotland, Monty Python

After key words have been determined and calls are taking place, the software converts the audio calls into text and statistics about what was said and the context around the conversations. The solution enables Continental to categorize customer interactions by call type, as well as to provide metrics about which customers call the reservation center and why. This call classification process assists the airline with decisions about which calls to direct to its Internet, self-service or automated speech system channel, reducing expenses in the reservation center and freeing call center agents to handle high touch customer service and high value, revenue-generating calls.

Caller: I’d like a flight from New York to Scotland for a leg of my Monty Python trek.

Because of the predefined key words, the caller may then be directed to a more efficient outlet to find information or answers: where and when the caller may fly according to his conditions; with Continental, flights to Scotland go in and out of Aberdeen/Dyce, Edinburgh and Glasgow airports.

Without this call segmentation automation and resource allocation option, the Floridian reservation center’s agents may spend unnecessary time on the phone with callers, time that translates into company costs and potential moments of frustration or even discomfort:

Caller: I’d like a flight from New York to Scotland for a leg of my Monty Python trek.

Airlines agent:

Caller: From January 17 th to the 21 st.

Agent: ‘Monty Python trek?’

Caller: Yes. Flying from New York — after attending the circus — I intend to visit all locations in Scotland that were major filming sites of ‘Monty Python and the Holy Grail’. I will first visit the location of the Holy Hand Grenade scene, then the Bridge of Death, Castle Anthrax and, finally, the Castle of Aaaargh.

Agent: Ah. Ok. Uh, let me see what I can do.

Caller: Okey-dokey.

Agent:

Caller:

Agent: I’m sorry; did you just say ‘okey-dokey?’

Caller: Indeedy-doo.

Agent: Right. Ok. Anything else I can help you with?

Caller: Perhaps you could find out for me the air-speed velocity of an unladen swallow.

Agent:

Caller:

Agent: African or European?

Caller:

(Really though, this type of call probably warrants its own classification for future information-gathering, even without Witness’ agent-unnecessary solution, as it must likely be a frequently recurrent conversation between plane-fliers and airline customer agents.)

Using eQuality CallMiner, Continental has been able to reduce the costs associated with compiling its Call Mix Survey, a system that collects and tabulates detailed information on incoming calls at the company’s reservation center. The speech analytics solution automates the process, saving significant time and resources as the airline classifies customer calls into more than 50 categories for analysis, including sales calls, flight information, seat assignments and reward redemption.


David R. Butcher is assistant editor for Customer Inter@ction Solutions Magazine.

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