Fonolo: Looking back at a year of Deep Dialing

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FonoloLooking back at a year of Deep
Dialing Shai BergerCEO and co-founder
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Deep Dialing

• Browse the phone menu visually
• Click any node of the tree
• Fonolo will call you
• When you answer, you are connected directly to
  that node
• Try it at fonolo.com!

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Mapping phone menus

• Independent of the companies themselves
• Each tree regularly validated
• Each path validated at call time.

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After a year of spidering
(14,800 nodes)
What have we learned?
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IVRs have gotten very intricate

• 5 companies with more than 100 nodes
• Record holder

(194 nodes)
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Lots of listening required

• 20 companies had nodes with more than 400 words
  in them
• Record holder

(1687 words)
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Our Expedite fs and Confirmed fs services are
American Airlines flight specific product handled
thr click to expand undefinedough our cargo
terminals. They are available for shipping
animals that cannot be accommodated using our
Priority Parcel Service because of their size or
weight or because they're being shipped to or
from locations outside the fifty United States.
Some international locations do not accept animal
shipments or require prior government approval.
Hawaii and some countries require extended
periods of quarantine for animals. Please check
with the appropriate consulate for restrictions
and or additional document requirements. For
shipments within the fifty United States, check
in time is no later than two hours or more than
four hours prior to the scheduled departure time
of the originating flight. For shipments to or
from locations outsides the fifty United States,
check in times can be up to four hours. For
shipments traveling within the fifty United
States, your animal may be picked up at the
destination cargo terminal two hours after the
actual flight arrival. For shipments traveling to
or from International locations the paper work
required to clear customs will be available for
pick up at the destination cargo terminal four
hours after the actual flight arrival. There are
a maximum number of animals that can accepted for
a flight. This is on a first come first serve
basis. Therefore it is required that you make
reservations for your animal with a cargo
reservations agent. This may be done up to three
days in advance of the travel date. Please make a
note of the following documents you must provide
at the time the animal is checked in at the
receiving area. The original and one copy of the
health certificate issued and signed by a
licensed veterinarian and dated ten days or less
from the date you'll be shipping your animal. You
will also need to provide either a rabies
vaccination certificate issued and signed by a
licensed veterinarian or a combination health and
rabies certificate issued no more than ten days
prior to your shipping date. Please also provide
a signed statement that your animal has been
offered food and water within four hours of the
time you present your animal to the American
Airlines airport personnel. For exotic bird
shipment, the shipper must provide, in writing
and on letterhead, that the bird was born in
captivity on special farms or the bird is being
shipped to or from a zoological garden or
government wildlife agency. Check with the
Department of Agriculture of the destination
state or the consulate of the destination country
for possible additional document
requirements. Animals are transported in the same
compartments as baggage, mail and other cargo.
These compartments are pressurized and maintain a
temperature range from fifty to seventy degrees
Fahrenheit. For the health and safety of your
animal, American Airlines follows the USDA
guidelines for shipping animals during periods of
extreme temperatures. The optimum temperature
range for transporting most warm-blooded animals
is between forty five and eighty five degrees
Fahrenheit. Dogs and cats will not be accepted
for transport if the temperature exceeds eighty
five degrees Fahrenheit at any city on the
routing. Snub-nosed dogs and cats will not be
accepted if the temperature is over seventy five
degrees. Some examples of snub-nosed breeds of
dogs or cats are Boston Terrier, Staffordshire
Bull Terrier, Boxer, Brussels Griffon, Dutch Pug,
English Toy Spaniel, English Bulldog, French
Bulldog, Japanese Spaniel, Japanese Pug,
Pekingese, Shih Tzu, Shar-Pei, Himalayan cat or
Persian cat. If the temperature is, or is
forecasted to be, between twenty and forty five
degrees Fahrenheit at any city on the routing,
your animal can be accepted if accompanied with a
Certificate of Acclimation. This certificate must
be issued and signed by a licensed veterinarian
within ten days of the shipping date. It must
include the shipper's name and address, type of
warm blooded animal and to what degree below
forty five degrees Fahrenheit the animal can
withstand. Your animal may be accepted as long as
the forecasted temperature is not below the
temperature noted on the Certificate of
Acclimation. Animals will not be accepted if the
temperature is forecasted to be below twenty
degrees Fahrenheit anywhere along the routing.
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Your animal must be accommodated in a kennel that
meets FAA guidelines. Kennels can be purchased
from most pet stores. American Airlines does not
rent kennels. However for your convenience most
airport locations offer for sale, four sizes of
FAA approved kennels subject to
availability. Kennel type one hundred
accommodates an animal weighing up to eighteen
pounds with a standing height of thirteen
inches. Kennel type two hundred accommodates an
animal weighing up to twenty five pounds with a
standing height of seventeen inches. Kennel type
four hundred accommodates an animal weighing up
to seventy pounds with a standing height of
twenty four inches. Kennel type five hundred
accommodates and animal weighing up to one
hundred and twenty one pounds with a standing
height of twenty eight inches. Although you may
use them to ship, American Airlines does not sell
three hundred or seven hundred type kennels. The
five hundred and seven hundred type kennels are
not accepted for our Priority Parcel Service and
cannot be accommodated on some narrow bodied
aircraft. Your customer service representative
will check for aircraft compatibility at the time
of booking. The kennel must be large enough for
the animal to stand, sit and lie comfortably and
in a natural manner. Outfitted with separate food
and watering dishes, securely attached inside the
kennel so that the animal can be fed and watered
without opening the kennel. Have attached labels
with food and watering instructions along with a
supply of packaged food attached to the outside
of the container. Constructed of wood, plastic or
a similar material. Leak proof, escape proof, and
the door must fasten securely. Marked with the
words "live animal" on the top and on two sides
in letters at least one inch high. Marked with
"this end up" or directional arrows on at least
two sides. Clean with no offensive odors and
contain absorbent material or litter. The use of
straw, hay or wood shavings is prohibited for
international shipments. Adequately ventilated.
The total ventilated areas must be a minimum of
sixteen percent of the total surface area. If the
kennel has wheels they should be removed or taped
to prevent the kennel from falling off the loader
or in the cargo hold. When the shipper drops off
the animal with rigid plastic kennels must be
secured with releasable cable ties will be
attached to all four corners of the kennel door.
American Airlines will provide the ties to the
customer at no cost. The shipper may opt to
provide their own ties or sealing mechanisms,
provided they can be removed without the use of
tools. Two puppies or two kittens, that are
weaned and are between the ages of eight weeks to
six months, can be accommodated in one kennel if
they are less than twenty pounds each. Please
check with an agent for exceptions to this rule
if the puppies and mother are going to a research
facility. To repeat this information, press 1. To
return to the shipping guidelines menu, press
2. To make a booking for live animals or to make
a change to a booking, press 3. To return to the
live animal menu, press 4. To return to the main
menu, press and to end the call, press 9.
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Average lifespan
Please listen carefully as our menu has
recently changed
Really?

• 10 companies with that phrase have menus that
  haven't changed in 6 months
• Record holder

(11 months, 27 days)
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Intelligent Call History

• Fonolo serves as a dashboard for the companies
  you deal with regularly
• Tracks all your calls, regardless of phone used
• Attach notes to calls
• New

All still free!
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Android App
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iPhone App
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Are we anti-IVR?

• No! Companies actually like Fonolo!
• Fonolo leverages the existing investment in their
  IVR systems to improve the experience for callers
• and it improves their own metrics!
• Misnavagation (aka zero-ing out) is a big drag
  on call center metrics
• Misnavigation rates 30 - 50
• Fonolo working with companies stay tuned!

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The future

• More companies!
• Smarter shortcuts
• Please enter your 17 digit account number
• International expansion?

? Carrier partnership
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Thank you Email shai_at_fonolo.comBlog
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