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Artificial Intelligence and Neural Network solution that matches callers and call centers agents based upon personality attributes.
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SATMAP IntroductionFebruary 2010
The Resource Group
$250 million in revenues
Growing 40% annually
27 locations in 7 countries
6,000 employees
Washington, DC based
SATMAP neural networks
Uses neural networks to identify patterns of success and then matches callers to agents
Finds subtle, nonlinear patternsOperates under incomplete or noisy
informationContinually adapts to changing agents,
customers, products and environments
SATMAP core insights
There is diversity of personalities between agents and between customers
Optimally aligning personalities makes a big difference in call center performance
Personality mapping happens real-timeSATMAP chooses both the right agent for
a given caller and the right caller for a given agent
SATMAP data sources
Agent personality data comes from a browser-based 15-minute survey given to agents at the start of their employment
Caller personality data is pulled in real-time based on caller ID from SATMAP-sourced databases such as Axciom, Targus, Experian, and others
Neural network training sets built on client historical call outcome data (revenue outcome, handle time, customer sat)
SATMAP pairing intuitions
Extroverts prefer extrovertsHNW customers prefer analytical agents
In practice, a massively data intensive process to establish personality pairings for both agents and customers based on over 100 different variables
Auditable SATMAP results
Revenue (yield) 15% increase
Cost (AHT) 7% decrease
Satisfaction (1-5 scale) 0.8σ improvement
Auditable SATMAP results
Revenue (yield) 15% increase
Cost (AHT) 7% decrease
Satisfaction (1-5 scale) 0.8σ improvement
Auditable SATMAP results
Revenue (yield) 15% increase
Cost (AHT) 7% decrease
Satisfaction (1-5 scale) 0.8σ improvement
Auditable SATMAP results
Revenue (yield) 15% increase
Cost (AHT) 7% decrease
Satisfaction (1-5 scale) 0.8σ improvement
Pre-SATMAP Pairing Strategy
Agent Data100+ Demographic Variables
Languages SpokenRegional AffinityDriving Habits
GenderPurchase Habits
Age RangeTravel Habits
Current Zip CodePrevious Zip CodeProducts in Home
Etc…
SatMap gets this data fromAgent Surveys that are filled
out by agents
Customer Data100+ Demographic
VariablesHousehold Income
Household SizeCurrent Zip Code
Previous Zip CodeAge Range
Type of AutoViewing Habits
Purchase historyProducts in HomeNumber of credit
cardsEtc…
SatMap gets this data from external
sources such as Axiom, Targus,
Experian, and Prizm based on Caller ID
SATMAP Pairing Strategy
.046
.065
.093
Agent Data100+ Demographic Variables
Languages SpokenRegional AffinityDriving Habits
GenderPurchase Habits
Age RangeTravel Habits
Current Zip CodePrevious Zip CodeProducts in Home
Etc…
SatMap gets this data fromAgent Surveys that are filled
out by agents
Customer Data100+ Demographic
VariablesHousehold Income
Household SizeCurrent Zip Code
Previous Zip CodeAge Range
Type of AutoViewing Habits
Purchase historyProducts in HomeNumber of credit
cardsEtc…
SatMap gets this data from external
sources such as Axiom, Targus,
Experian, and Prizm based on Caller ID
SATMAP Pairing Strategy
.046
.065
.093
Agent Data100+ Demographic Variables
Languages SpokenRegional AffinityDriving Habits
GenderPurchase Habits
Age RangeTravel Habits
Current Zip CodePrevious Zip CodeProducts in Home
Etc…
SatMap gets this data fromAgent Surveys that are filled
out by agents
Customer Data100+ Demographic
VariablesHousehold
IncomeHousehold Size
Current Zip CodePrevious Zip Code
Age RangeType of AutoViewing Habits
Purchase historyProducts in HomeNumber of credit
cardsEtc…
SatMap gets this data from external
sources such as Axiom, Targus,
Experian, and Prizm based on Caller ID
SATMAP Pairing Strategy
.046
.065
.093
Agent Data100+ Demographic Variables
Languages SpokenRegional Affinity
Driving HabitsGender
Purchase HabitsAge Range
Travel HabitsCurrent Zip Code
Previous Zip CodeProducts in Home
Etc…
SatMap gets this data fromAgent Surveys that are filled
out by agents
Customer Data100+ Demographic
VariablesHousehold
IncomeHousehold Size
Current Zip CodePrevious Zip Code
Age RangeType of Auto
Viewing HabitsPurchase history
Products in HomeNumber of credit
cardsEtc…
SatMap gets this data from external
sources such as Axiom, Targus,
Experian, and Prizm based on Caller ID
SATMAP Pairing Strategy
.046
.065
.093
SATMAP Pairing Strategy
Revenue
0 50 100
Cost Reduction
Customer Satisfaction
0 50 100
0 50 100
Increased Revenue, Decreased Handle Time, Increased Customer Satisfaction
SATMAP Pairing Strategy
SATMAPSATMAPSATMAPSATMAP
Call Outcome DataCall Outcome Data
RevenueRevenueCall Handle TimeCall Handle TimeCustomer Customer SatisfactionSatisfaction
Agent Agent Psychographic / Psychographic / Demographic SurveyDemographic Survey
Customer Supplied Customer Supplied Information Information (Optional)(Optional)
Real-Time Real-Time Management ControlManagement Control
ReportingReporting
TRG Supplied TRG Supplied Customer Customer InformationInformation
PBX/ACDPBX/ACD
Integration Methodology
www.satmaptrg.com