Category Archives: Tuesday

B204: Why You’ll Want a Robot

Track B: TALKING WITH THINGS – Tuesday 25 April 
14:45 – 15:30

“Social robotics” has been cast about as a developing field for a couple years, but what happens when an affordable, consumer robot hits the marketplace? This talk looks at the early metrics gathered from the first few months of Jibo’s experience in the field, focusing on why people buy him, what they do with him, and what they hope to see in the future.

Presented by: Peter B Krogh

A204: Speech in the Connected Car: Embedded Versus the Cloud

Track A: BOTS – Tuesday 25 April 
14:45 – 15:30

The speech experience in the car is transforming from basic command and control to natural interactions with automated assistants. This presentation explores the current embedded speech experience in the car, both inside and outside of the cloud. We then consider cloud-only solutions. Finally, we discuss the optimum speech experience for the driver, and what’s required to achieve this optimum experience. These implications may apply to other mobile devices and the IoT.

Presented by: Tom Schalk

C205: Business Case Studies

Track C: VIXD – Tuesday 25 April 
16:15 – 17:15

How an AI Powered Conversational Interface Altered the Relationship With Our Customers

The RBC Conversational Customer Care Virtual Assistant was designed to boost automation, minimize advisor-to-advisor transfers, improve customer satisfaction with conversational dialogues, and use voice biometrics for user authentication. Taking a holistic approach for conversational customer care, everything is deployed on a single platform with a single knowledgebase, able to work over all available channels, and able to connect to real human agents when necessary to complete the goal of servicing 100% of customer requests on the first interaction.

Presented by: David Kapauan

How NLU Is Making a Difference at First Energy

Utility customers used our old IVR system to report outages, pay bills, hear balances, provide meter readings, start or stop services, and more. To self-serve as many callers as possible and intelligently transfer other callers, we replaced the existing directed dialogue with NLU. Learn how we uncovered and resolved problems including utterances that were bucketed incorrectly, callers who were being reprompted at the SLM too many times, and disambiguation questions that weren’t clear.

Presented by: Mary Alsayegh, Kristie Flenord

B205: Digital Transformation Case Studies

Track B: TALKING WITH THINGS – Tuesday 25 April 
16:15 – 17:15

How Voice-Controlled Interfaces Will Transform Retail

Voice-controlled wearables provide retail employees a 360-degree operational awareness and access to the right information at the right time to maximize customer service. By using intuitive structured speech and a custom enterprise wearable, store associates are able to quickly communicate with one another and access corporate business systems to obtain needed information (inventory status, request assistance, product details, sales information) to make the sale and provide great customer service.

Presented by: Jesse Montgomery

Moving Softly From IVR to NLP-Based Dialogue Systems

IVR systems are deployed widely, with many regular users familiar with the IVR workflow. Learn how to support both IVR workflow dialogs and complex speech utterances at the same time, and then select the correct flow. A natural language generation module, trained using deep learning methods, is used to generate the dialogue responses. Learn how tools and techniques solve the problem of 511 traffic information service.

Presented by: Nagendra Goel, Larry Baldwin

D205: IVR Case Studies

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

A205: Medical Case Studies

Track A: BOTS – Tuesday 25 April 
16:15 – 17:15

Treating Cancer: Improving Healthcare Outcomes With Digital Platforms & Live Visual Assistance

Learn how healthcare organizations and research institutions (including a university college of nursing, cancer transplant center, and primary children’s hospital) leverage digital and telecare platforms to empower patients to adhere to a medication regimen, provide adherence visibility to caregivers, and support messaging and visual “telecare” services. The goals are to improve patient satisfaction while reducing costs, improve population health by tracking medication adherence, and support healthy behavior through “voice with visuals” coaching.

Presented by: Prab Goriparthi, Theresa Szczurek

Learning & Assessment Identify Strengths in Autistic Students

Identifor is an innovative learning and assessment website and mobile application for individuals with autism at every level. It uses interactive online gamification and conversational interaction to identify unique abilities, skills, and interests of students. The games are fun and entertaining with results “translated” into core competencies and then made understandable to parents and educators. Identifor helps more than 2,000 students, parents, and educators. A new Life Coach companion app for special needs adults is under development.

Presented by: Brian Shivler, Cuong Do