Innovative Strategies to Improve the Delivery of Telematics Voice Services
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The Fully Networked Car
Geneva, 4-5 March 2009
Director French Operations
Connexis LLC

Consumers expectations for ubiquitous LBS
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• o Consumers are more & more exposed to
Navigation systems:
Boom of the PND market
Imminent explosion of GPS phone segment
Steady increase of OEM Navi systems
2 o They expect now to benefit from rich, up-to-date, dynamic content ubiquitously with easy-to-use location based services
The Fully Networked Car
Geneva, 4-5 March 2009

Many attempts from OEMs to provide easy-touse audio and visual in-vehicle services… o Using Navigation enhancement services whilst driving require a convenient, easy-touse, and safe HMI (Audio, Visual, Tactile)
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• o The Auto Industry has investigated over years various paths to enable services:
Embedded Voice Recognition
Assistance through a live Operator
More…
The Fully Networked Car
Geneva, 4-5 March 2009

Remaining Cost and Quality Challenges of
In-Vehicle Audio Services
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 o Despite these attempts, a number of cost and quality challenges remain for the delivery of in-vehicle voice services:
Embedded Voice Recognition
Remains expensive with demanding CPU and storage
Not yet mature to address Open Natural Language
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Assistance Through a Live Operator
High Call Center operating cost vs. limited customer value
No local knowledge from operators
The Fully Networked Car
Geneva, 4-5 March 2009

Key Industry Issue: Expensive Call Centre costs
Expensive Call-Centre costs
Today’s Call centre costs are expensive compared to customers’ perceived value
Connexis innovation
People-Assisted Computer Systems™ (PACS™) reduce traditional call centre costs, and streamlines the customer experience
The Fully Networked Car
Geneva, 4-5 March 2009
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PACS™ : Flexible Call Center workflow
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PACS™ is an innovative workflow processing customer’s voice requests using a hybrid of serverbased speech recognition and human agents in reserve to assist in interpreting unclear commands
PACS™ Workflow
GPS Position / VIN
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Request in Natural Language
Speech Recognition
Engine (SRE)
• SRE reduces operational costs and improves service delivery time
Silent Agent (Level 1)
Agent Conversation
(Level 2)
• Silent agents backup
SRE without engaging the dialog with drivers
• Customer satisfaction is never compromised due to availability of L2 agent
The Fully Networked Car
Geneva, 4-5 March 2009

SRE Speech Shell (SS)
Necessary data for SS performance
PACS Speech Shell requires three types of database:
Pronunciation data for POIs (dictionary)
Acoustic speech data to create acoustic models
Language data to create language models and grammars
Acoustic model
Dictionary
Language model
The Fully Networked Car
Geneva, 4-5 March 2009
Speech
Shell
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PACS™ : Return on Experience
- Nearly 1000 requests performed in French language
- 60% of requests are handled by Level1 and SRE
-SRE/L1 < 50 sec., compared to ~2 min. (industry std.)
(Sec.)
Calls handling distribution
Calls duration
35%
4%
10%
51%
160
140
120
100
80
60
40
20
0
SRE L1 SRE+L2 L1+L2
The Fully Networked Car
Geneva, 4-5 March 2009
SRE L1 SRE+L2 L1+L2

Key Industry Issue: No Local Knowledgeable agents
No Local Knowledgeable Agents
Today’s Call centre agents are not the local experts that drivers require
Connexis innovation
Micro Call Centre model of small groups of agents distributed geographically around regions to enable the “most local” agent approach to service delivery
The Fully Networked Car
Geneva, 4-5 March 2009
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Distributed Service Delivery 10
Network of agents located where customers drive to provide the most locally knowledgeable service experience
• Agents handle requests in native language with local knowledge of roads, names, and landmarks
• Local knowledge reduces call times and increases customer satisfaction
• High quality VoIP with EC/NR
• Sophisticated, high-speed, server-based call routing, eliminating PBXs and ACD’s
• Ability to transfer calls smoothly
• ~15% cost reduction vs. traditional call centre
The Fully Networked Car
Geneva, 4-5 March 2009

Applying PACS™ and Distributed Call Centres to
Telematics
By combining speech recognition with human agents, PACS™:
Distributed call centers
11 with work-at-home agents promise to: o o o avoids the current dissatisfaction of man to machine complex dialogs reduces considerably labor costs
Never compromises customer satisfaction o o o lower facility costs solve the problems of scheduling and turnover improving service with local knowledge
Reductions in operation costs associated with more efficient/accurate service delivery opens up new business models
The Fully Networked Car
Geneva, 4-5 March 2009