Speech Recognition

CallerFIRST Design Philosophy

Application Design That Puts the Caller First

First Data Voice Services commitment to clients is to deliver high usage self-service voice recognition applications on our fully-featured platform with virtually no up-front capital costs. We employ a process we call CallerFIRST Design which is centered on the old adage "the customer is always right".

Our Advanced Speech Recognition (ASR) applications serve callers by not limiting their access to live agents, instead providing callers the flexibility they need to quickly complete their business. By putting caller needs first in every phase of speech application development process, we avoid common development pitfalls and build applications that drive superior business results.

Discovery and Assessment Phase

We analyze clients current customer care environment as well as internal automation needs to identify both short and longer-term opportunities.

Key steps include:

  • Call monitoring/CSR interviews
  • IVR modality assessment
  • Understanding of client goals, strategies and capabilities
  • Detailed analysis of reporting by call type

Project Orientation Phase

We align the team with the project goals, gain clarity on the scope, and identify the proper voice for the clients brand integrity.

Key steps include:

  • Understanding the brand and business strategies
  • Recognizing competitor positioning
  • Compiling caller demographics

Full Design Phase

Application details are documented and matched with the project goals.

Key steps include:

  • Mapping the call flows
  • Sample caller interaction scripts representing how the system will sound
  • Detailed prompt scripting and error strategies
  • Organizing data integration requirements
  • Meeting business rules and reporting requirements

Prototype Development and Aesthetic Testing

FDVS creates a working prototype application that will undergo two levels of quality testing.

Key steps include:

  • Consistent message quality and prompt delivery
  • Appropriate pacing, pausing and audio flow

Usability Testing and Refinement

Individual participants assess the application usability in a simulated, real-life setting.

Key steps include:

  • Participants are given several scenarios related to the application
  • Participants call into the application and attempt to complete the task
  • IVR interactions are evaluated and the application is refined based on caller feedback

Pilot Deployment and Tuning

Pilot testing is conducted by deploying the application to a sub-segment of callers.

Key steps include:

  • Record caller interaction with the IVR
  • Generate individual wave files for statistical reports on system performance
  • Create a tuning report based on the pilot data
  • Evaluate system effectiveness and make recommendations for adjustments