Category Archives: Track D

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

D101: PANEL: Can You Trust Them?

Track D: NEXT BIG THING – Monday 24 April 
10:15 – 11:00

We examine privacy and ethics for emerging automation. When you accept assistance, whether it be from a banker, mechanic, or fish salesman, there is always an open question of who gains what from the transaction. It is important to assess whose side your automated assistant will take. Military drones and driverless vehicles already participate in life-and-death decisions. Soon, they’ll be joined by social robots providing services such as eldercare and childcare. Should we be concerned?

Presented by: Moshe Yudkowsky, Judith Markowitz, Jordan Cohen, David Attwater

D102: PANEL: Will Digital Assistants Kill Our (Remaining) Privacy?

Track D: NEXT BIG THING – Monday 24 April 
11:15 – 12:00

As Google Home, Amazon Echo, Apple TV, Jibo, and many more enter our homes, how will people cope with different product lexicons, interaction steps, speaking styles, knowledgebases, and known/unknown capabilities? Will digital butlers become “translators” for sets of commands to the less-gifted devices and have the ability to reassemble the collected information into sentences that are easy for people to understand? Will a more pervasive use of conversational interfaces with digital assistants expose users’ private ideas, intentions, and desires kill the little privacy that people still control?”

Presented by: Roberto Sicconi, Roberto Pieraccini, Reid Coleman

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

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

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

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

D105: The Deep Learning Breakthrough & How It Will Revolutionize Conversational AI

Track D: NEXT BIG THING – Monday 24 April 
15:15 – 16:00

This session reviews the latest breakthroughs in deep learning for speech recognition and natural language processing, how to take advantage of big data to create better models, and how to apply speech and NLP models on massive amounts of data. We review the history of deep learning, its impact, recent breakthroughs, interesting solved and open problems, and its future.

Presented by: Yishay Carmiel

Solution Sessions – Empirex

Track D: NEXT BIG THING – 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.

Explore Power Forward: Scalability, Agility, Quality

Anthem Healthcare was at a crossroads – they needed to scale their abilities and be more agile, but did not want to sacrifice quality. This session will cover how Anthem Healthcare (partnered with Empirix) was able to “shift left” with their development team, leveraging automation to increase application coverage, reduce regression test cycles, and limit rework and miscommunications during test case creation. Learn best practices to select tools that empower your abilities to help your contact center power forward.

Presented by: Chris Lorenzo, Erik Delorey