SpeechTEK Mobile Program

Track D: Technolgy Advances – Mon, August 8 
10:15 a.m. – 11:15 a.m.

Presented by: Mazin Gilbert

Combining Speech With Video in Customer Self-Servic

While speech technologies are widely used in many call/contact centers, video technology is rarely utilized today. With the increase in adoption of IPbased technologies in the contact center and the roll-out of 3G wireless networks, video is increasingly seen as a viable technology. This session discusses how organizations can combine video with the power of speech to expand, enrich, and improve the effectiveness with which they interact with their customers.

Presented by: Adam Mermel

The Power of Thin-Client Voice and Video Customer Service—Automated and Agent-Base

Avaya has enabled a PC or mobile device to make two-way voice and video calls to contact center speech systems and live agents through the use of Adobe Flash technology and SIP technology — and then support immediate desktop collaboration between agents and consumers using information provided to these automated voice and video self-service systems. This presentation demonstrates a series of use scenarios, including bank/financial, technical help desk, and a medical tourism/support.

Presented by: Valentine Matula

Track D: Technolgy Advances – Mon, August 8 
11:30 a.m. – 12:30 p.m.

Presented by: Grant Shirk

Combining Speech Analytics With Multiple Customer Interaction Channels

Learn how progressive companies are combining speech analytics solutions with other forms of customer contact such as chat, email, and social media. Attendees learn the details of a customer interaction analytics strategy, where they will be able to merge channels, provide early warning systems from different sources, conduct deep-dive root-cause analysis, and drive information to key stakeholders.

Presented by: Daniel Ziv

Analyze This Multichannel Communications Mess!

This session looks at one solution to build multichannel applications across voice, SMS, IM, mobile web, and Twitter that results in a common analytics engine across all channels and even allows that data to be brought into common industry business intelligence systems. Learn how you can “develop once and deploy anywhere” to understand how your customers are interacting with your application in whatever communications channel they choose to use.

Presented by: Dan York

Track D: Technolgy Advances – Mon, August 8 
1:45 p.m. – 2:45 p.m.

Presented by: Nik Stanbridge

Authentication and Identity Strategies for Speech-Enabled Applications

Learn about various authentication and identity strategies for speech-enabled applications, including speech application design, implementation, and business issues surrounding authentication and identity. Learn about new multifactor, multimodal authentication technologies such as speaker verification and SMS tokens. The session delves into how executives see the growing emphasis on identity and how identity management systems impact speech applications in their organizations today and into the future. A brief overview of the AVIOS Forum Security and Identity committee activities is shared.

Presented by: Valene Skerpac

Voice Biometrics — More Security for Sensitive Information

Adoption of voice biometric speaker verification is growing, but how secure is it? This presentation describes voice biometric approaches, discusses their resistance to replay attacks, compares capabilities and proposes a secure strategy for automated speaker authentication and real-time identity alerts. Important points and challenges in the state-of-art of voice biometrics are discussed.

Presented by: Roanne Levitt

Track D: Technolgy Advances – Mon, August 8 
3:00 p.m. – 4:00 p.m.

Presented by: Roberto Pieraccini

Predictive — The Way to Be Productive

To provide a great customer experience, we must determine the reason for a call by integrating the enterprise CRM and backend systems with the IVR. The step to predicting the reason for a call is being proactive, e.g.,using outbound calls to reach customers before they call. Learn how outbound calls can be used to meet the growing customer demands. The session also includes how analytics, user interface, voice biometrics, and business process impact the effectiveness of both inbound and outbound solutions.

Presented by: Ashok Raj S

Automatically Extract, Index, and Query Knowledge From All Data Sources

Customer relation management agents have to constantly search and retrieve information quickly from structured, semistructured, and unstructured data. This session presents an automatic and powerful spoken-language understanding solution by seamlessly integrating natural language processing strengths with semantic technology capabilities that allow systems to automatically extract, index, and query knowledge from various data  sources. Accurate information is quickly retrieved from the rich body of knowledge to answer spoken-query texts produced by the speech recognizer.

Presented by: Mithun Balakrishna

Track D: Technolgy Advances – Mon, August 8 
4:15 p.m. – 5:00 p.m.

Abstract dialogue management concerns what action or response dialogue systems should take in response to user input. Recently, academic researchers have been pursuing methods for automating the design of dialogue management using machine learning techniques such as reinforcement learning. This talk provides a survey of these techniques from an industry perspective, critically evaluating to what extent they are ready for commercial deployment. It also highlights machine learning approaches with more practical import.

Presented by: Roberto Pieraccini, Michael Johnston

Track D: Technolgy Advances – Tue, August 9 
10:45 a.m. – 11:30 a.m.

Learn about a lightweight core engine that loads plug-ins on demand. The engine communicates through a simple, high-speed, in-process event interface with plug-ins, including ASR, NLP, TTS, dialogue, translation, search, gestures, video, and more. New plug-ins are easily added, allowing experimentation and rapid innovation. The system enables seamless integration of multiple input modalities such as speech, video, and gestures.

Presented by: Jason Unrein, Cliff Bell