Category Archives: Track D

KEYNOTE PANEL – The Way Forward: Keeping Speech in the Conversation

KEYNOTE – Tuesday 25 April 
09:00 – 10:00

A panel of longtime speech technology specialists delivers contrasting views on the role of speech technology in the world of conversational commerce. This highly popular panel starts with the question, “Are you long on speech” as a preferred user interface, then discusses where, how, and why it will coexist, augment, or enhance a plethora of smart user interfaces for digital commerce and self-service.

Presented by: Dan Miller, Jay Wilpon, Brian Garr, William Meisel, Daniel Hong

D201: Are SLMs the New Panacea?

Track D: STATISTICAL LANGUAGE MODELS – Tuesday 25 April 
10:45 – 11:30

Statistical language model (SLM) grammars have been shown to have a positive effect on customer experience. However, there is often a lack of appreciation of complexities surrounding the building, deployment, and support of SML. This session examines different scenarios and suggests criteria to help gauge whether an application needs an SLM-type solution or not. Additionally, a comparison is presented of the performance of SLM grammars vs. rule-based grammars on some of the most challenging recognition tasks.

Presented by: Dmitry Sityaev

D202: Keys to Measuring an NLU Implementation

Track D: STATISTICAL LANGUAGE MODELS – Tuesday 25 April 
11:45 – 12:30

If your company is looking to implement natural language, what metrics are you going to use for determining success? This talk will compare several natural language deployments to help you understand when NL is a good fit and the metrics you should consider tracking to determine success. We’ll compare and contrast several NL deployments across verticals to understand how those industries created their business case and the deployment results.

Presented by: Jenny Burr

KEYNOTE LUNCH – From IVR to IoT: Digital Transformation in the Real World

Track A: BOTS – Tuesday 25 April 
12:30 – 13:45

Does it seem like all the businesses around you are hurtling toward digital transformation at warp speed, while you’re still trying to figure out where to begin? Don’t worry; you’re not alone! This presentation provided fresh insights into a more holistic (and more human) approach to digital transformation—an approach that has the potential to change your customers’ lives, not just your technologies.

Presented by: Allyson Boudousquie

D203: Why Some Conversational Apps Actually Work, and How to Build One

Track D: STATISTICAL LANGUAGE MODELS – Tuesday 25 April 
13:45 – 14:30

Teams that use rule-based approaches to build demos of voice or chat assistants run into trouble when trying to take those apps to production. This happens because as you go beyond “toy” demo functionality, the rules rapidly become unworkably complex. To handle human language in all its endless variation, statistical NLU models are needed. This talk shows how you can build production-ready conversational apps in ten steps, using machine-learned language models and AI algorithms.

Presented by: Karthik Raghunathan

D204: PANEL: Enterprise Use Cases for Speech Technologies

Track D: STATISTICAL LANGUAGE MODELS – Tuesday 25 April 
14:45 – 15:30

451 Research survey data shows that consumers are increasingly adopting connected devices and applications, such as Amazon’s Echo and virtual assistants such as Cortana and Siri. We expect these trends to extend into the enterprise. This session looks at specific use cases that represent near-term opportunities where speech technologies transform the user experience and redefine how organizations create and deliver value. Key challenges for adoption of speech-enabled devices and applications in the enterprise are identified.

Presented by: Raul Castanon-Martinez, Jordi Torras, Dan Reich, Alok Pant, Tony Lucas, Paul Tepper

D205: IVR Case Studies

Track D: STATISTICAL LANGUAGE MODELS – Tuesday 25 April 
16:15 – 17:15

Driving Self-Service Adoption & Improving Digital Customer Experience

The goal of our solution, Visual IVR, is to transform voice IVRs into a personalized and digital experience, improving self-service by more than 10% based on our implementations at Fortune 500 companies globally. Visual IVR also allows customers to transition from the digital channel to the agent with full context resulting in significantly reduced handle times. Visual IVR does not need an installed native mobile app—ensuring higher customer adoption.

Presented by: Ahmed Furkan Gül, Özhan Teker

Predictive IVR: The First Step Toward Omni-Channel Customer Service

Rogers has started down a omni-channel customer service path by using digital channel customer interactions to “predict” why the customers are calling and to offer targeted messages, self-service options, and routing shortcuts in the Rogers IVR. We describe the wins, lessons learned, and next steps of this multi-year journey.

Presented by: Eric Dolman