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SpeechTEK 2011 - Monday, August 8, 2011
SUNRISE DISCUSSIONS
SD101 – Everything You Wanted to Know About Speech Patents
8:00 a.m - 8:45 a.m
Ria Farrell Schalnat, Registered Patent Attorney - Dinsmore & Shohl

Ria Farrell Schalnat provides a general overview of the steps necessary in securing speech-technology-related patents. She also shares common pitfalls, tools for dealing with speech patents, and pending and resolved litigations in speech.

SD102 – Voice Mashups and the Rise of APIs
8:00 a.m - 8:45 a.m
Dan York, Director of Conversations - Voxeo, an Aspect Company

A "mashup" is the combination of two or more services, typically through lightweight application programming interfaces (APIs). How can you create voice or speech-driven mashups that access various online services? What platforms are out there to help create voice/speech mashups? What web services can you include in a mashup? How can you combine voice with chat, SMS, mobile web, and more to deliver information to your callers in new and interesting ways?

SD103 – Speaker Biometrics Basics
8:00 a.m - 8:45 a.m
Judith Markowitz, President - J. Markowitz Consultants

How do speaker biometrics work? Is speaker biometrics reliable? Can a tape recorder fool a speaker verification system? Can a professional mimic fool these systems? How do speaker biometrics compare with other biometrics? Where is speaker biometrics being used and why? Bring your own questions and answers and participate in what is expected to be an informative and intriguing discussion.

SD104 – How to Choose the Right Consultant
8:00 a.m - 8:45 a.m
Richard L Hathaway, Principal Consultant - RLH Telecom Solutions, LLC

Come and discuss why organizations hire consultants rather than outsource an activity or assign the activity in-house, as well as different types of consultants, what a consultant can do for your organization, consulting fees, and how to pick the best match for your organization. What is an independent consultant, and what does he bring to the table? Where do you look for a consultant that matches your goals?

MONDAY KEYNOTE
Responding to the Voice of the Constituent/Customer
9:00 a.m - 10:00 a.m
David Gergen, Senior Political Analyst - CNN

The internet, mobile devices, and social media are having such a profound effect on the way people acquire and share information that it’s changing the course of history. From the latest U.S. presidential and congressional shifts to political unrest in the Middle East, an inescapable truth has emerged: People want to be heard and they want the governments and organizations that serve them to respond to their needs. Failing to do so, as recent events have shown, can inspire a severe backlash that threatens a change in leadership and government stability. Drawing on his extensive political experience and acumen, David Gergen will explain why this is happening and how businesses can avoid the mistakes of government leaders.

TRACK A: BUSINESS STRATEGIES
A101 – Assessing the Phone’s New Role
10:15 a.m - 11:15 a.m
MODERATOR: Jonathan Bloom, Voice User Interface Designer - Jibo, Inc.
Vicki Broman, Manager of User Interface and Research Teams, CTI and Speech Solutions - eLoyalty® a TeleTech Company
Bill Brown, Director of Worldwide Product Marketing - Adeptra
Rob Marchand, Senior Director, Product Management, Genesys Telecommunications - Alcatel Lucent
Grant Shirk, Director, Industry Solutions - Microsoft

In our multichannel age, in which customers can choose to communicate with your organization via websites, social media applications, and mobile applications, is the phone call still vital in customer contact? Join this panel for a discussion of the role of the phone call today as a part of your organization’s overall customer communication strategy.

A102 – New Ideas in Speech Strategy
11:30 a.m - 12:30 p.m
MODERATOR: Ed Elrod, Sr Consultant - Enterprise Integration Group

Planning for ROI in speech self-service has historically been imprecise, and speech applications have been built piecemeal as organizations required new functionality. The experts in this session present remedies for these issues and share new methods for effectively estimating the value of new speech systems and overall strategic speech planning.

Analytics-Based Discovery — Giving Your Work Away for Free
Dave Pelland, Global Director, IVR Practice - Genesys

Before you make changes to your IVR, it’d be nice to get a guarantee that the savings from the changes will cover the investment costs. This presentation describes a method of using analytics to get such a guarantee.

 

From Point Solutions to a Speech Strategy
Dan Reed, EVP - [24]7

When enterprises undertake speech technology projects in piecemeal fashion, one point solution at a time, the result is application silos, fragmented architectures, and disjointed caller experiences. Today, callers expect integrated service, and with the right technology and methodology, an enterprise can go beyond point solutions to automate a much higher proportion of caller minutes. This presentation discusses how enterprises are rolling out integrated suites of speech applications, fronted by intelligent call steering, that share personas, service processes, caller data, business rules, and backend integration.

 

Sponsored By
Attendee Lunch
12:30 p.m - 1:45 p.m
A103 – Panel—Balancing Automation and Human Agents
1:45 p.m - 2:45 p.m
MODERATOR: Susan Boyce, Principal User Experience Manager - Microsoft Tellme
Phil Gray, EVP of Business Development and Strategy - Interactions
Todd Schmeer, Director-Speech Application Services - VoltDelta
Darla Tucker, Director, Strategic Customer Solutions - Convergys

For most organizations both automated systems and human agents play an important role in providing customer service, but achieving a balance between these can be a challenge. Automation is less costly, but poorly executed selfservice can alienate customers and prevent organizations from achieving a return on their investment. Join the experts on this panel as they discuss methods for determining the optimal balance between cost-savings and providing great service.

A104 – Improve Speech Applications Through Customer Feedback
3:00 p.m - 4:00 p.m
MODERATOR: Michael Smith, Self Service Solution Opportunity Architect, Professional Services - Avaya
Peter Leppik, President and CEO - Vocal Laboratories Inc.

This presentation focuses on the nuts and bolts of creating a customer feedback program to measure and improve speech applications. Attendees will learn how to evaluate survey methodology, craft an effective survey, and use customer feedback to improve self-service rates. This session helps attendees understand the impact of good design on business drivers such as customer loyalty and net promoter scores. Attendees can learn how to use feedback from customers to optimize self-service offerings.

A105 – Effective Use of Local Information
4:15 p.m - 5:00 p.m
MODERATOR: Darla Tucker, Director, Strategic Customer Solutions - Convergys
Location-Aware Communications
Jay Malin, Managing Director - AGENT511

In the new world of open, mobile communications, oftentimes, the user’s location is unknown. This presentation covers some of the new carrier network location capabilities and geospatial call routing. Speech and text can be combined with location to deliver a richer, more relevant user experience. In addition, using multimedia messaging, phone callers can receive maps, pictures, and videos that enhance the user experience.

 

Grounding Multimodal Interaction in Local Search
Patrick Ehlen, Principle Member of Technical Staff, Platforms & Enablers - AT&T

Many mobile devices now allow complex combinations of input and output modalities, so multimodal UI developers now have a greater responsibility to design interfaces that feel natural to people in spite of higher  complexity. AT&T Research shows that successful multimodal systems account for the communicative process of “grounding,” through which users incrementally provide evidence of the context of an interaction. This talk discusses the design challenges to learning how users’ spoken interactions, spatial movements, and touch gestures on a map contributed to our understanding of grounding’s critical role in the success of a multimodal search interface.

 

TRACK B: VOICE INTERACTION DESIGN
B101 – What Users Expect From Multichannel Self-Service
10:15 a.m - 11:15 a.m
MODERATOR: Jenni McKienzie, Voice Interaction Designer - SpeechUsability
Customer Perspectives on Cross-Channel Experiences
Lizanne Kaiser, Sr. Principal Business Consultant - Genesys

Are customers concerned when an enterprise shares information about their recent behavior as they cross channels of interaction? How much information sharing is enough, and how much is too much? This session presents the results of a study that reveals the perspectives of both real customers and contact center representatives. The results will surprise you! Plus, the presenter shares usability best practices regarding cross-channel interactions.

One Size Doesn’t Fit All: Different Channels for Different Need
Peter Leppik, President and CEO - Vocal Laboratories Inc.
Rebecca Nowlin Green, Principal Business Consultant, - Nuance

While automated phone support remains an important link in customer conversations, a recent survey, conducted by Vocalabs on behalf of Nuance Communications, showed that enterprises need to implement a multichannel approach (through IVR, chat, social media, email, and web self-service) to keep up with the ever-changing needs and requirements of their customers.

B102 – Optimizing IVRs for Users
11:30 a.m - 12:30 p.m
MODERATOR: Rebecca Nowlin Green, Principal Business Consultant, - Nuance

How can we create the best possible experience for today’s IVR users? The first presentation in this session presents results of research on the changing demographics of IVR users and the impact on best practices in design. The second presentation introduces a rigorous, data-driven method for creating and evaluating personas for speech applications. These talks will help you optimize the IVR experience for your customers.

The Changing Demographics of the IVR User
Martie Viets, Senior User Experience Engineer - Microsoft Tellme
Susan Boyce, Principal User Experience Manager - Microsoft Tellme

With the explosion of smartphones and customized enterprise applications, the population that remains loyal to the IVR has shifted. This talk outlines how today’s typical IVR customer differs from customers a decade ago and uses data from deployments to support the argument that the changes in caller demographics result in different usage patterns and customer expectations. Finally, we make the case that these demographic changes challenge us to revisit and recalibrate some of our tried-and-true design best practices for IVR applications.

 

From Art to Science: A Quantitative Approach to Persona Development
Samrat Baul, Senior Director, Application Design - [24]7

The persona of a speech application is as critical for a new caller’s first impression as it is to a power user’s repeated success. Persona development has traditionally been a qualitative exercise led by the judgments of speech experts and the subjective opinions of a few business stakeholders. This talk presents a detailed scientific methodology to select the best voice actor to convey the desired persona.

 

Sponsored By
Attendee Lunch
12:30 p.m - 1:45 p.m
B103 – Conversations With Users
1:45 p.m - 2:45 p.m
MODERATOR: Samrat Baul, Senior Director, Application Design - [24]7
Which Wording Works?
Jim Milroy, Human Factors Solutions Consultant - West Interactive Services

This talk presents high-level initial findings of a comprehensive study of caller behavior at a prompt-by-prompt level to determine which wording works the best. The study includes millions of calls across many vertical  domains. It focuses on many of the most common types of prompting, such as date of birth, credit card numbers, and language preference, and reveals the results of the best-performing wording for each.

 

Adapting Human Conversation to VUI Interactions
Janet Cahn, Senior Speech Technology Consultant - Versay Solutions, LLC

As VUI designers, we strive to create a natural experience for our users that takes into account external distractions, the ephemeral nature of speech, and the unnaturalness of talking to a machine optimized for a small set of tasks.  This talk covers the mechanisms of human conversation that enable efficient and informative interaction and their adaptation to dialogues with a minimally sentient nonhuman partner.

 

B104 – The Value of User Research
3:00 p.m - 4:00 p.m
MODERATOR: Lizanne Kaiser, Sr. Principal Business Consultant - Genesys
Susan L. Hura, Principal - SpeechUsability
Catherine Zhu, Principal Consultant - SpeechUsability
Elizabeth A. Strand, Director of UX Strategy - Microsoft Tellme

Usability testing has become standard practice for speech self-service projects, but very few take advantage of valuable user research techniques. User research aims to discover the unmet needs, preferences, and desires of users to reveal information that allows for smart, effective design. Join the experts in this session to learn how user research can help your organization create speech applications that customers will readily accept and use.

B105 – Improve Spoken Names and Addresses
4:15 p.m - 5:00 p.m
MODERATOR: Charles Galles, Principal Member, Technical Staff - AT&T
What’s in a Name (And Why It’s Important for Speech Technology)
Murray Spiegel, Director, Speech Applications Research - Telcordia Technologies

Name recognition and synthesis can dramatically improve customer experience, disambiguate confusion, and make interactions more clear and personalized. Because they do not follow the same pronunciation rules as words, names are notoriously difficult to implement well. This presentation shows you how to avoid common pitfalls in name recognition and synthesis, discusses the problems associated with obtaining good data for name pronunciation, and describes best practices for developing good software models.

Automated Address Collection: User Behavior and UI Design Practices
Yoon Kim, CEO - Novauris

This talk discusses the behavior of two distinct user groups interacting with automated speech systems for collecting addresses. One group of callers was hyper-careful, speaking very slowly, with long pauses between words, often spelling out words and giving full ZIP+4 numbers. The second caller group was much less careful, spoke more quickly, and there was often side speech and background noise during the call. This presentation compares these two groups and describes how Novauris adjusted the design to accommodate their behavior.

 

TRACK C: CUSTOMER EXPERIENCE
C101 – Best Practices for Using Analytics
10:15 a.m - 11:15 a.m
MODERATOR: Dan York, Director of Conversations - Voxeo, an Aspect Company
Enhancing Customer Service Operations
Camilo Bandera Ortega, General Manager - On-Q Global Solutions

This session describes industry best practices for using speech analytics in the contact center; outlines the trend toward real-time data analysis and howit provides a competitive edge; describes the path toward improving key metrics, including first call resolution, average handle time, and average speed toanswer; and details specific steps to positively impact agent productivity and quality assurance without adding additional staff.

Analytics Use Cases
Amanda Harlin, Lead Technical Account Manager for Microsoft Tellme - Microsoft

Teams suffer from a lack of usable data to determine design improvements. Neither of the two common solutions — requesting custom instrumentation, or spending hours in manual analysis — is sustainable. This session examines alternative approaches to help analysts uncover application improvement opportunities and discusses the outcomes of prototypes used to test these approaches. The presentation concludes with a recommended process to automatically uncover the largest-impact opportunities to increase application performance, based on actual user behavior.

C102 – Using Biometrics to Improve Workflow and Prevent Fraud
11:30 a.m - 12:30 p.m
MODERATOR: Valene Skerpac, Director - iBICS (iBiometrics, Inc.)
Julia Webb, Executive Vice President, Sales & Marketing - VoiceVault
Nik Stanbridge, Director of Product Marketing - VoiceVault

A voice biometric e-signature can replace traditional ink-on-paper signatures and enable transactions to be securely and legally incorporated into end-toend electronic processes. Learn how e-signatures streamlined workflow in the healthcare industry. Voice biometrics can also minimize fraud. Learn how voice biometrics, combined with cell phone identification, is used in time-andattendance reporting for Medicare and Medicaid, thus minimizing fraud while maintaining a good user experience for the healthcare workers.

Sponsored By
Attendee Lunch
12:30 p.m - 1:45 p.m
C103 – Creating Positive Multichannel Experiences
1:45 p.m - 2:45 p.m
MODERATOR: Graham Allen, Senior Director for Market and Portfolio Software Strategy - Convergys
Deliver a Consistent, Compelling Multichannel Experience
Elaine Cascio, Vice President - Vanguard Communications Corp

Learn how to leverage the strengths of each channel for better interactions across and between channels. Companies not only tend to see channels in silos, but they organize them that way too. This session discusses the strengths of different channels and how to leverage them, as well as how to understand the value of delivering service where channels intersect. Examples include SMS surveys after a phone interaction, high-tech/high-touch approaches, and blending channels to deliver service in the best medium possible (speech, visual, etc.).

 

How to Create an Effective Multichannel Strategy
Craig DiAngelo, Vice President, Enterprise and Operator Services - VoltDelta

Providing multichannel communication is critical to enhancing customer satisfaction and improving retention and loyalty. This session defines the core elements needed to create an effective on-demand multichannel communication strategy for success, including agents and automation, two-way voice self-service, SMS messaging, and reporting requirements.

 

C104 – Powering the Connected Car With Voice
3:00 p.m - 4:00 p.m
MODERATOR: Ed Chrumka, Senior Product Manager - Connected Car Services - Nuance
Thomas Schalk, Vice President, Voice Technology - Agero
Heath Ahrens, CEO - iSpeech
Juan E. Gilbert, Andrew Banks Family Preeminence Endowed Professor & Chairman, Computer & Information Science & Engineering Department - University of Florida

There are challenges when developing user interfaces for vehicle drivers whose hands and eyes are busy. Topics for discussion include minimizing complex dialogues, application and data navigation, voice query, remembering commands, speech recognition accuracy, delivery platform (cell phone versus add-on device versus devices that are integrated with the vehicle), and other challenges for speech technology in vehicles. What can we learn from in-vehicle speech applications that apply to other speech applications?

C105 – Enabling Effective Channel Mixing and Switching mc
4:15 p.m - 5:00 p.m
MODERATOR: Ahmed Bouzid, Co-founder & President - The Ubiquitous Voice Society
Get Your Customers off the Mobile Island
Max Ball, Director, Solutions Management - Genesys Telecommunications

Mobile applications give your company the ability to provide your customers with a rich interaction experience by providing instant access to information about your company. All of the good feelings these applications promote are lost when your customer calls the contact center and has to restart his or her interaction with your company from scratch. This presentation talks about how to create a seamless customer experience that allows you to use mobile, network speech, and access to the contact center in a way that feels like a single transaction.

Service Channel Progression and Speech: Time for Change
Cliff Bell, Product Line Manager, Product Management - Genesys

Customers no longer accept disconnected, channel-specific applications to handle their need for service. This session focuses on how the enterprise can manage service channel progression by using data “interceptors” and speech together to meet the opportunities presented by these new customer expectations. It explores the types of applications best suited for service interceptors, key cross-channel considerations for resuming service effectively, and how speech can be used as an integral tool in any service channel progression strategy.

 

TRACK D: TECHNOLGY ADVANCES
D101 – How to Make Voice and Video Calls
10:15 a.m - 11:15 a.m
MODERATOR: Mazin Gilbert, AVP of Technical Research - AT&T
Combining Speech With Video in Customer Self-Servic
Adam Mermel, Product Manager - Cisco

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.

The Power of Thin-Client Voice and Video Customer Service—Automated and Agent-Base
Valentine Matula, Senior Director, Multimedia Research - Avaya

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.

D102 – Make Better Decisions With Multichannel Analytics
11:30 a.m - 12:30 p.m
MODERATOR: Grant Shirk, Director, Industry Solutions - Microsoft
Combining Speech Analytics With Multiple Customer Interaction Channels
Daniel Ziv, Vice President - VoC Analaytics - Verint Systems

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.

 

Analyze This Multichannel Communications Mess!
Dan York, Director of Conversations - Voxeo, an Aspect Company

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.

 

Sponsored By
Attendee Lunch
12:30 p.m - 1:45 p.m
D103 – Voice Biometrics—More Security for Sensitive Information
1:45 p.m - 2:45 p.m
MODERATOR: Nik Stanbridge, Director of Product Marketing - VoiceVault
Authentication and Identity Strategies for Speech-Enabled Applications
Valene Skerpac, Director - iBICS (iBiometrics, Inc.)

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.

 

Voice Biometrics — More Security for Sensitive Information
Roanne Levitt, President - Perceive Solutions Inc.

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.

 

D104 – Using Artificial Intelligence to Improve Customer Experiences
3:00 p.m - 4:00 p.m
MODERATOR: Roberto Pieraccini, Director, Advanced Conversational Technologies - Jibo, Inc.
Predictive — The Way to Be Productive
Ashok Raj S, Senior Technical Architect - Servion Global Solutions

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.

 

Automatically Extract, Index, and Query Knowledge From All Data Sources
Mithun Balakrishna, Research Scientist & Product Manager - Lymba Corporation

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.

 

D105 – Advanced Research in Human Machine Spoken Dialogue Interaction
4:15 p.m - 5:00 p.m
MODERATOR: Michael Johnston, Lead Inventive Scientist - Interactions
Roberto Pieraccini, Director, Advanced Conversational Technologies - Jibo, Inc.

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.

SPEECHTEK LABS
LAB 1 – Speech Application Development Tools
10:15 a.m - 12:30 p.m
K.W.'Bill' Scholz, President - NewSpeech LLC

What tools are available for developing speech and multimodal applications on desktop and mobile devices? Developers at all skill levels can now select from a variety of competing and complementary tools for the entire development process, from initial testing through coding through final testing. Visit this lab session to see what’s available and to speak one-on-one with the tool developers.

Sponsored By
Attendee Lunch
12:30 p.m - 1:45 p.m
LAB 2 – Analytics
1:45 p.m - 3:15 p.m

Analytics is the process of obtaining an optimal or realistic decision based on various types of data. Observe analytic systems, including text-based analytics; voice-based analytics; analytic systems that examine structured data in databases; analytic systems that examine unstructured data in SMS, email, and social networks. Some systems actively monitor active dialogues, while others examine logs and historical data. Compare the strengths and weaknesses of each, and identify the systems appropriate for your enterprise.

LAB 3 – Voice Biometrics
3:30 p.m - 5:00 p.m
MODERATOR: Judith Markowitz, President - J. Markowitz Consultants

Sample the latest commercially available speaker identification and verification (SIV) systems. Train SIV systems to recognize your voice and see how your voice can replace your password. Try to fool the SIV system by pretending to be someone else. Test-drive SIV applications, including time and attendance reporting using cell phones, electronic signatures to improve office workflow, reset user IDs, and more. Learn how SIV can be integrated into your applications.




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