SpeechCycle’s LevelOne Video Agent works with callers to identify and resolve technical support problems for those with television services. Callers are encouraged to describe symptoms in their own words. SpeechCycle’s speech recognition dialogs then can work with available billing, provisioning, diagnostic and outage systems to identify the caller’s specific equipment, pinpoint issues, provide a resolution where possible, and connect to an agent when necessary.
LevelOne Video Agent::
- Symptom Coverage – A wide range of caller described or cable-box indicated problems are covered with highly interactive speech recognition dialogs.
- Set-top Box – Dialogs knowledgeable and updated with set-top box models and software versions to present call flows that appear “personalized.”
- Intelligent Dialog – Domain experience enables call flows guided by error codes, presence of DVR to indicate a digital set-top box, and other dialog direction.
- Environment Knowledge – Systems integration enables identification of multiple set-top boxes, outage reports in a caller’s area, and subscription levels to identify if a caller should have a channel that they are reporting missing.
- Repeat Caller Detection – Ability to identify if the same caller is calling back within a specified timeframe for special call handling.
