Category Archives: Track A

Speeding to Success: Quantifying the Customer Experience

Welcome & Opening Keynote – Monday 24 April 
08:45 – 09:45

How do you truly measure the quality of the customer experience you are delivering? How do you know you’re getting better? Amazon and Google know that the answers to these questions involve helping customers get stuff done as quickly as possible. Task completion gets you in the right ballpark, but it is speed that wins you the game of excellent customer experience. This keynote stresses how the relentless pursuit of customer convenience drives customer loyalty, retention, and revenue growth. Learn how to speed to success by measuring your results.

Presented by: Gerry McGovern

A101: Building Cross-Platform Conversational User Experiences

Track A: CONVERSATIONAL INTERFACES – Monday 24 April 
10:15 – 11:00

New conversational dialogue platforms are based on state-ofthe- art machine learning and artificial intelligence techniques. The platform learns from examples provided by developers and end-user conversations to continuously improve user experience. These solutions are built across platforms, allowing companies and organizations to instantly expand their reach to new audiences. We also showcase innovative use cases demonstrated from early adopters in this rapidly growing area.

Presented by: Ilya Gelfenbeyn

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

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

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

Solution Sessions – Interactions

Track A: CONVERSATIONAL INTERFACES – Monday 24 April 
16:15 – 17:00

See presentations about some of the latest technological developments in speech technology from companies at the conference. Solution Sessions are open to all full conference attendees and Discovery Pass holders. Session details will be posted shortly, so check back soon. Follow #SpeechTEK on Twitter for updates.

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

Enterprises today are faced with both challenges and opportunities when it comes to Intelligent Assistants and their customers that consume them. Enterprises want an Intelligent Assistant that extends the brand and is consistent with across all channels. Consumers want to get their problems solved quick and efficiently — but how do you do both? Join our session to learn about trends in customers care and the challenges and opportunities both enterprises and consumers are facing today.

Presented by: Deepak Batheja