Category Archives: Monday

KEYNOTE LUNCH: How Chatbots Are Ushering in the Era of the Digital Employee

Track A: CONVERSATIONAL INTERFACES – Monday 24 April 
12:15 – 13:15

Imagine if you could hire someone who learns quickly. Someone who is always available (24x7x365), doesn’t require overtime pay, and will never ask for a wage increase. Someone who could not only help scale your service organization, but could also make your existing employees better at their jobs. Sound too good to be true? It’s not! Learn how a digital employee can provide immense value to organizations by managing repetitive tasks, freeing agents to focus on higher-value customer-centric activities, improving the routing of questions to answers, changing the dynamic of how you manage your workforce, and much more.

Presented by: Joe Gagnon

C103: Creating an Effective Company Digital Assistant

Track C: VIRTUAL ASSISTANTS – Monday 24 April 
13:15 – 14:00

Conversational digital assistants and bots ease customers’ contact with a company and are increasingly as important as a website. However, there are many alternatives: voice or text-based “bots” for messenger services or independent digital assistants delivered by website or mobile app. This talk outlines a structure and series of questions a company should ask to evaluate these alternatives, producing an effective result for both the company and its customers with the most efficient development process.

Presented by: William Meisel

A103: Has Tom Cruise Ever Won an Oscar?

Track A: CONVERSATIONAL INTERFACES – Monday 24 April 
13:15 – 14:00

This presentation looks at several problems in developing conversational applications, including a lack of training data, scarce developer resources, and the complexities of multi-lingual applications. Learn how organizations overcome these challenges to build intelligent contextual conversational understanding into their AI, including how to understand obscure questions, such as, “Did he win the little gold statue?”

Presented by: Andy Peart

B103: Modernize Your IVR, Get Ready for Digital Self-Service

Track B: DIGITAL TRANSFORMATION – Monday 24 April 
13:15 – 14:00

Everyone is talking about digital self-service—omni-channel, mobile, chatbots, AI, etc. Companies need a solid foundation before they begin adding the latest bells and whistles to meet the digital customer (millennial or not) at eye level. This talk shows examples of how existing IVR systems can be enhanced to introduce advanced concepts such as context continuity, caller intent prediction, and adaptive intelligence, while using channels, such as SMS, to improve the effectiveness of IVR.

Presented by: Tobias Goebel

D103: Latest Achievements in Speech Recognition, Full Speaker Diarization, Bird Song Recognition, and More

Track D: NEXT BIG THING – Monday 24 April 
13:15 – 14:00

Learn about the latest advances in speech recognition, speaker recognition event detection using deep learning, and other new techniques. This presentation demonstrates a system which takes any media and splits it into segments, labeling each segment with the corresponding speaker. It also transcribes what was said in the media, providing timestamps for each segment. Other advances include bird song recognition, recognition of cockpit commands, and more.

Presented by: Homayoon Beigi

B104: IVR to Digital Journeys—The New Landscape

Track B: DIGITAL TRANSFORMATION – Monday 24 April 
14:15 – 15:00

Digital presence includes virtual agents, chatbots, and chat agents that can pick up a conversation with context and deflect some calls away from the call center. However, deflection is often oversimplified, and usability is often overlooked. We explore use cases for a deflection to a digital channel and learn about the usability aspects of these experiences. We discuss good and poor use cases, as well as what constitutes a useful transition experience.

Presented by: Samrat Baul

A104: The Conversational User Interface Is a Minefield

Track A: CONVERSATIONAL INTERFACES – Monday 24 April 
14:15 – 15:00

With VR/AR user interfaces, we leave behind the 2D communication of the mouse pad as we move toward saying exactly what we mean or want. Once used to “talking” with Siri or Alexa, users tend to use voice elsewhere. Chatbots seem to be a transitional step to a future where we “talk” to services. This presentation focuses on voice vs. chat user interfaces and introduces attributes of good chatbot user interfaces.

Presented by: Wolf Paulus

D104: Extracting & Using Gender, Age, Emotion, & Language From Speech

Track D: NEXT BIG THING – Monday 24 April 
14:15 – 15:00

Deep learning, large datasets, and faster computers enable extraction about the characteristics of the speaker, including the speaker language, identity (if they have called before), gender, age, and emotional state with a high level of accuracy from a few seconds of audio recordings. This capability marks the development of a new era in emotionally intelligent dialogue. The presentation concludes with a demonstration and some example use cases.

Presented by: Nagendra Goel

C104: Hey Siri, Should I Have My Own Branded Intelligent Assistant?

Track C: VIRTUAL ASSISTANTS – Monday 24 April 
14:15 – 15:00

Intelligent assistants are becoming pervasive as consumers use them as an interface to their mobile device or connected home. Should you create your own branded intelligent assistant? What are the major trends with intelligent assistants? How is the market for intelligent assistants maturing? Should you create a single intelligent assistant that is accessible across a variety of channels? What technologies are involved in creating an IA? How do you get started?

Presented by: Phil Gray

A105: PANEL: Do-It-Yourself IVR?

Track A: CONVERSATIONAL INTERFACES – Monday 24 April 
15:15 – 16:00

Do-it-yourself IVR development promises complete control over the product, flexibility, consistency within the industry, and opportunity to create complex solutions that solve real-world problems without outsourcing development. In addition, organizations will have the in-house skills to maintain and improve the IVR system. Important aspects for IVR developers include developing a plan for success, using free toolkits, and reusing prebuilt code. This panel discusses how to get started, how to identify how far you can go it alone, and when to call in the experts.

Presented by: Aaron Fisher, Dave Pelland, Aamir Hasan, Mike Dwyer