SynerMind Idan Gelbourt Asaf Navon Itai Ra’anan Yoav Reshef Ziv Yiermeyahu The Wisdom of Synergy.
-
date post
21-Dec-2015 -
Category
Documents
-
view
224 -
download
0
Transcript of SynerMind Idan Gelbourt Asaf Navon Itai Ra’anan Yoav Reshef Ziv Yiermeyahu The Wisdom of Synergy.
SynerMind
Idan Gelbourt
Asaf Navon
Itai Ra’anan
Yoav Reshef
Ziv Yiermeyahu
The Wisdom of Synergy
Vision
“Developing a new kind of intelligence,
and a human mind’s abilities”
By combining a Computational power
Market Call Center
• Call Centers kinds:
– Tourism, Sales, Banking, Computers etc.
– Information Queries, Consulting, Costumers services
• CC employees In USA = 1% the American work force
• Over 70% of Call Centers costs are labor costs
• A CRM division
• Growing market
• Constant conflict: service vs. cost
Technology Development
Interactive Voice Response (IVR)
1st G: DTMF
2nd G: Voice Menus
The future:3rd G: NLU
SynerMind
The Pain – Voice Menu
• Menus are stiff• Number of options in each menu is limited• Number of menus is limited• Voice recognition errors
Market available for VM is limited
Quality of service is not high
The Pain - NLU
• Computers cannot “understand” natural language!
• The progress in the field is slow.
No breakthrough is expected in the near future.
The Product
Our solution
1. SynMenu, An advanced smart voice menu, which in addition to the usual menu capabilities manages the communication between the computer and an online human Operator.
The application schedules the “understanding” tasks between the computer and the human and manages the control between these two.
Integrating a human operator in the computerized voice response system for online support .
Example
“Hello, you’ve reached SynerMind’s prototype, a simulation of Citi Banks’ Call Center. This is James, your computerized banker, What is your name?”
“George”
“What is your account number?”
“XXXX”
Caller 1 Caller 2
“What is your request?”
“I would like to open a saving account”
“I’m sorry, could you repeat your request?”
“I’d like to open a saving account.”
“I understand that you want a saving program.Let me recommend the one we have today on sale…”
Example
)Failure(
Caller 2Caller 1
Features and Capabilities
• Menu with certain open questions – SynMenu can cover most of the call centers functions
• Smart Menu - decisions on line• Unique graphical interface• Several response possibilities for the agent.• Learning system• Modules of control and supervision – online
and offline
Architecture
Prototype Performances
• The test:– 2 callers, 3 calls each, a few times.– 1 agent handling the exceptions
• For comparison (calls on average):– Normal call length: 50 seconds
• As a result of using SynerMind:– Agent time for each call: 9 seconds
Prototype Performances
• Average time spent by an agent: down 82%
• An agent can handle (on average):
more then 5 calls at once.
• Average time/call for client: no change
• For all calls going through the system the call center can use only 18% of it’s labor
BenefitsLower Operational Costs
Shorter time spent on each call Fewer agents needed – significant savings
Increased RevenuesResources saving – allocating human agents to
complex tasks such as sales
Increased customer satisfaction and retentionHigher error resolution, less holding time, easier
navigation, less abandoned calls
Unique capabilities and featuresA single agent handles multiple callers, agent voice
response, first sentence redirection etc…
Competitive Advantage
NewMarkets
ImmediateMarket
Entrance
LeadingFuture
Progress
Strategy Guidelines
• Fast entry to the market – get market share• Enhance the system as we go• After launching the product: acquire NLU
capabilities for the next product generation
• Using technology developments in recognition and understanding to improve our product
Development Plan
• Prototype
• Pilot at a simple call center
• Pilot at a complex call center
• SynMenu 1.0
Bezeq 144 –Simple Call Center
• Record & Play: simple system, Minimal voice recognition.• Our incentive:
– Implementing with systems in a call center, Testing a part of the concept, Making a connection with a big Integrator (Alcatel)
• Bezeq’s incentive:– Building a program suited to it’s needs– A possibility to upgrade to NLU with us– Very competitive price:
• Location, Cheap resources, Imitations of existing solutions, Not our flagship product
The Market
The Voice Market
time
Sep. 2000
Nuance =
150$ /shareJuly 2002
Nuance =
3.8$ / share
SynerMind
Voice Market
Value
Customers
• Criteria for voice applications
• 3 alternative call centers:– In-House - Alone– Full Outsource– In-House - with an Integrator
Integrators (Coopetition)
• Nortel Networks
• Accenture
• Alcatel
• Ness
CompetitorsTop Shipments of IVR ports, US, 2000
12%
10%
8%
7%6%5%4%2%2%
44%
InterVoice-Brite Nortel Avaya
Edify Intel Interactive Intelligence
Aspect Syntellect IBM
Others
Financial Plan
Estimated Burn Rate
• Based on industry assumptions of USD 8000 per employee per month.
First year’s total costs: 1.2M USD.
2002Q4 2003Q1 2003Q2 2003Q3
Personnel 5 10 15 17
Quarterly cost 150,000 180,000 300,000 384,000
with 20% safty margin
180,000 216,000 360,000 460,800
Pricing the Product
• One-time costs:– Software license
– Hardware costs
– 3rd party software license
– Customization
– Implementation
• Recurring costs:– Maintenance (software, hardware, 3rd party software)
– Support
Revenues
2003H1 2003H2 2004H1 2004H2
New Customers Small 1 2 3 4 Medium 0 1 1 3 Large 0 0 1 1One-Time Revenues 92.5 370 832.5 1295Recurring Revenues 10 50 139 278Total 102.5 420 971.5 1573
All sums are in 1000’s of US Dollars
3rd party costs (Hardware, Software) have been subtracted from these figures
Prices are based on comparative system prices from other companies such as Nuance, Speechworks etc
Revenues
102.5
420
971.5
1573
0
200
400
600
800
1000
1200
1400
1600T
ho
usa
nd
s o
f U
SD
2003H1 2003H2 2004H1 2004H2
Tim e
Forecasted Revenue, 2003 & 2004: ~ USD 3.1M
Risks
• Educating customers – change in concept
• Volatile market
• Long and expensive integration
• High competition - imitation
Rewards
• Wealthy customers• Big and growing market
certainly a paradigm shift
• Unrealized potential – voice products• Potential market leader• Short term ROI
– 100-agent call center, 3M$ annual costs w/o SynerMind
– SynerMind saving: 900K$ annually, ROI: 6-7 months.
Thank You,
SynerMind July, 2002