Category Archives: STK2017

B102: Defining the Digital Customer Journey & Owning the Micro-Moment

Track B: DIGITAL TRANSFORMATION – Monday 24 April 
11:15 – 12:00

This presentation describes how to create a technical framework and vision for customer journeys in an omni-channel environment using IVR, mobile apps, text, and chat-based interactions. It also looks at how to own the micro-moment (defined as the instant when customers determine preferences and make decisions). See real-world examples of how companies deploy the technology, services, solutions, and platforms needed to bring next-generation customer journeys to life with insights attendees can readily apply to their own enterprises.

Presented by: Tara Kelly

C102: Driving Enterprise Success through Conversational Virtual Assistants

Track C: VIRTUAL ASSISTANTS – Monday 24 April 
11:15 – 12:00

In today’s digital age, customers expect immediate and accurate results, even when the request is phrased with natural language. By using artificial intelligence, virtual assistants can not only provide highly accurate responses and carry-out repetitive transactions, but also can change in context and respond accordingly. Conversational chatbot, complex requests today can easily be understood and broken into several steps to create a strong self-service experience

Presented by: Jordi Torras

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

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

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

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

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

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