Hi Ann-Marie,
In my experience, uptake levels and completion rates vary widely for voice self-service, depending on factors from the vertical industry to time of day and even simply due to when the options is offered or the semantics used.
Based on previous projects, the most successful implementations were when options were offered to assist rather than simply self-serve (i.e. peak-time, OOH, service in queue etc). We have clients who holistically achieve 20% automation across their entire business and others who have only introduced speech for specific call-functions (usually very transactional) and these can achieve up to 80% completion.
On your second question, my personal feeling would be that a caller opting for self-service will persevere longer than someone forced into automation. Therefore the %ages are likely to be fairly high and effected by speech recognition thresholds, I would say probably somewhere between 50-70% would be likely.
We're currently polling our clients on their successes, challenges and experiences since introducing speech automation, with a view to putting together a paper. I'll forward this onto you once available.
Regards, Stephen
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