1. Convergys Confidential and Proprietary Automating Redelivery for the USPS Kristie Goss Convergys Corporation Kristie.Goss@convergys.com

2. Convergys Confidential and Proprietary Agenda Practical Speech Applications Redelivery Overview Challenges Building the Design: Pre-Launch Building the Design: Post-Launch Lessons Learned Questions

3. Convergys Confidential and Proprietary Practical Speech Applications What makes a speech application practical? Must be ‘usable’ – understands the user’s needs and navigates them appropriately Improves CSAT Saves the user time Saves money for the business owners: increase containment and decrease AHT

4. Convergys Confidential and Proprietary Redelivery Overview

5. Convergys Confidential and Proprietary Redelivery Overview Cont’d

6. Convergys Confidential and Proprietary Challenges Very complicated set of business rules Identify and match customer needs to feature requirements Expect the caller to provide information from a notice Caller must also provide name and address

7. Convergys Confidential and Proprietary Building the Design: Pre-Launch Descriptive, instructional prompts Use shortcuts to decrease the length of the call Pass collected data to agent desktop using CTI

8. Convergys Confidential and Proprietary Building the Design: Post-Launch Optimize call flow by collecting most difficult information last (name and address) Optimize call flow by gathering any information possible from the notice Constrained Natural Language Understanding (CNLU) For those callers who are misrouted into the Redelivery application from the USPS ASK Main Menu, use CNLU to properly route their call Prompt the caller, “Briefly state the reason for your call.” If it’s a call type that can be handled in the IVR, transfer to that IVR If it can’t be handled in the IVR, transfer to an agent

9. Convergys Confidential and Proprietary Lessons Learned Being successful isn’t always about 100% automation – it’s about doing what’s best for the user while saving money for the company as a whole Automating Redelivery produced some containment and CSAT gains, but more importantly, the application reduced AHT tremendously Always keep success metrics in mind while designing an application “Make automation work for callers who want to use it!” (W. Rolandi)

10. Convergys Confidential and Proprietary Questions