SpeechTEK Mobile Program

Track A: Business Strategies – Mon, August 8 
10:15 a.m. – 11:15 a.m.

In our multichannel age, in which customers can choose to communicate with your organization via websites, social media applications, and mobile applications, is the phone call still vital in customer contact? Join this panel for a discussion of the role of the phone call today as a part of your organization’s overall customer communication strategy.

Presented by: Vicki Broman, Bill Brown, Rob Marchand, Grant Shirk, Jonathan Bloom

Track A: Business Strategies – Mon, August 8 
11:30 a.m. – 12:30 p.m.

Planning for ROI in speech self-service has historically been imprecise, and speech applications have been built piecemeal as organizations required new functionality. The experts in this session present remedies for these issues and share new methods for effectively estimating the value of new speech systems and overall strategic speech planning.

Presented by: Ed Elrod

Analytics-Based Discovery — Giving Your Work Away for Free

Before you make changes to your IVR, it’d be nice to get a guarantee that the savings from the changes will cover the investment costs. This presentation describes a method of using analytics to get such a guarantee.

Presented by: Dave Pelland

From Point Solutions to a Speech Strategy

When enterprises undertake speech technology projects in piecemeal fashion, one point solution at a time, the result is application silos, fragmented architectures, and disjointed caller experiences. Today, callers expect integrated service, and with the right technology and methodology, an enterprise can go beyond point solutions to automate a much higher proportion of caller minutes. This presentation discusses how enterprises are rolling out integrated suites of speech applications, fronted by intelligent call steering, that share personas, service processes, caller data, business rules, and backend integration.

Presented by: Dan Reed

Track A: Business Strategies – Mon, August 8 
1:45 p.m. – 2:45 p.m.

For most organizations both automated systems and human agents play an important role in providing customer service, but achieving a balance between these can be a challenge. Automation is less costly, but poorly executed selfservice can alienate customers and prevent organizations from achieving a return on their investment. Join the experts on this panel as they discuss methods for determining the optimal balance between cost-savings and providing great service.

Presented by: Phil Gray, Susan Boyce, Todd Schmeer, Darla Tucker

Track A: Business Strategies – Mon, August 8 
3:00 p.m. – 4:00 p.m.

This presentation focuses on the nuts and bolts of creating a customer feedback program to measure and improve speech applications. Attendees will learn how to evaluate survey methodology, craft an effective survey, and use customer feedback to improve self-service rates. This session helps attendees understand the impact of good design on business drivers such as customer loyalty and net promoter scores. Attendees can learn how to use feedback from customers to optimize self-service offerings.

Presented by: Peter Leppik, Michael Smith

Track A: Business Strategies – Mon, August 8 
4:15 p.m. – 5:00 p.m.

Presented by: Darla Tucker

Location-Aware Communications

In the new world of open, mobile communications, oftentimes, the user’s location is unknown. This presentation covers some of the new carrier network location capabilities and geospatial call routing. Speech and text can be combined with location to deliver a richer, more relevant user experience. In addition, using multimedia messaging, phone callers can receive maps, pictures, and videos that enhance the user experience.

Presented by: Jay Malin

Grounding Multimodal Interaction in Local Search

Many mobile devices now allow complex combinations of input and output modalities, so multimodal UI developers now have a greater responsibility to design interfaces that feel natural to people in spite of higher  complexity. AT&T Research shows that successful multimodal systems account for the communicative process of “grounding,” through which users incrementally provide evidence of the context of an interaction. This talk discusses the design challenges to learning how users’ spoken interactions, spatial movements, and touch gestures on a map contributed to our understanding of grounding’s critical role in the success of a multimodal search interface.

Presented by: Patrick Ehlen

Track A: Business Strategies – Tue, August 9 
10:45 a.m. – 11:30 a.m.

A smartphone is a personal device that can always be with someone. Smartphones and related mobile devices are evolving into a form of personal assistant. It will be natural to converse with this assistant by voice, particularly considering the limitations of typing on the small devices. This talk notes the key features of such a voice-enabled assistant, the hurdles in achieving the vision fully, and possible approaches to overcoming those hurdles.

Presented by: Jason P. Hersh

The Mobile Phone as Personal Assistant and the Role of Speech Technology

A smartphone is a personal device that can always be with someone. Smartphones and related mobile devices are evolving into a form of personal assistant. It will be natural to converse with this assistant by voice, particularly considering the limitations of typing on the small devices. This talk notes the key features of such a voice-enabled assistant, the hurdles in achieving the vision fully, and possible approaches to overcoming those hurdles.

Presented by: William Meisel

Speech in a World Full of Smartphones

In a world rapidly filling up with smartphones that have information-rich user interfaces, what role does speech play? In the future, will access to customer service be mediated through mobile apps and will this make the traditional speech and IVR redundant? Will speech simply be a keyboard replacement or should we expect novel new paradigms? This talk explores these issues.

Presented by: David John Attwater