Speech technology is everywhere.
Not only do we talk with automated agents for customer self-service, we leverage speech technology to interact with our smartphones and cars. Game consoles already enable us to speak with other players anywhere in the world and use our voice as a “third hand.” Additionally, new systems are emerging that will enable us to speak to our TVs to search for a movie, change channels, and adjust the volume. Consumers will soon be able to use speech technology in their homes to turn lights on and off, control home security systems, and adjust temperature settings. Plus, as wearable computing technology develops, we will be able to speak to our eyeglasses, wristwatches, and jewelry as constant companions throughout the day.
Our guides in these new conversations will likely be speech-enabled personal digital assistants, similar to Apple’s Siri. Because personal digital assistants offer the potential for intelligent, personalized interactions and richer and more insightful customer experiences, they can also serve as digital customer representatives for organizations. These advances are enabled by new technologies including advanced search techniques and powerful natural language processing, as well as sophisticated analysis of user behavior and context.
However, it is important to note that new ways of connecting with customers also present new challenges to organizations. Fortunately, SpeechTEK offers clarity and insight into the challenges that go with providing a consistently positive customer experience across channels.
SpeechTEK offers expert guidance for organizations seeking to develop coherent, intelligent, cross-channel strategies for customer self-service.
Monday 9:00 a.m. - 10:00 a.m.
WELCOME & OPENING KEYNOTE
Earn Your Customers’ Rave
Jeanne Bliss, Founder - CustomerBliss.com, and Cofounder, Customer Experience Professionals Association; past Chief Customer Officer of Lands' End, Allstate, Microsoft, and Mazda Corporations
In an increasingly competitive environment, customer service can be the difference between winning and losing customers and also turning neutral customers into some of your biggest advocates. To do this, organizations need not only to meet customer expectations, but also exceed them. Adapted from Bliss’s best-selling book, I Love You More Than My Dog: Five Decisions That Drive Extreme Customer Loyalty in Good Times
, this keynote focuses on what’s most important for delivering meaningful customer experiences that drive profitability and growth. It’s not about a point in time; it’s about deliberate decsions and actions that lead to customer rave and earn customer advocates.
Tuesday 9:00 a.m. - 10:00 a.m.
Voice, NLU, AI, and the Dawn of Intelligent Systems
MODERATOR: Moshe Yudkowsky, President - Disaggregate Corp.
Vlad Sejnoha, Chief Technology Officer - Nuance Communications, Inc.
Dan Miller, Sr. Analyst - Opus Research
Mazin Gilbert, AVP Intelligent Systems Research - AT&T
In an increasingly mobile world, our devices will become an exten- sion of ourselves, embracing elements of artificial intelligence, voice, and natural language understanding to not only deliver desired infor- mation, but also to always be ready to listen, understand, and assist. Attend this panel to understand what new technologies will enable greater accuracy in speech recognition and new capabilities in con- versational systems in the next 3 years. Plus, learn how the user interface will change and evolve; how consumers’ lives will change; and what new standards, guidelines, and reusable software are needed and who will develop them.
Wednesday 9:00 a.m. - 10:00 p.m.
Open the Pod Bay Doors, Siri!
Roberto Pieraccini, CEO - ICSI, The International Computer Science Institute
When considering Kubrick’s masterpiece, 2001: A Space Odyssey, we have surpassed most of our technological predictions. However, when it comes to talking and comprehending, computers are still far from having humanlike capabilities. Where are the missing links? What are we doing wrong? On which problems do researchers around the world spend their time? What can we expect in the next few years? This talk, targeted to a heterogeneous audience, aims at answering these questions.
SpeechTEK will host early morning discussions on Monday, Tuesday, and Wednesday for business professionals, project leaders, designers, and developers to openly talk about the topics listed below. This is a great opportunity for attendees to network, discuss challenges, and share ideas with peers and speech technology professionals.
If you are considering deploying a speech application or looking to expand your knowledge base, be sure to attend a SpeechTEK University course. SpeechTEK University courses are in-depth, focused, 3-hour seminars on topics of special interest to speech technology and information technology professionals. Taught by experienced instructors, STEK University courses offer a structured and participatory learning experience. These are separately priced or may be purchased as part of your conference registration.
Customer Case Studies
The Customer Solutions Expo
Customer case study presentations marked with a Customer Case Study icon give you insight into how speech technologies are being applied in real-world situations. Presenters share how they successfully procure and deploy existing speech applications and how they avoid common pitfalls. In addition to formal conference sessions, there are many networking opportunities to meet other customers, including breakfasts, session breaks, lunches, receptions, and informal gatherings of customers with similar interests.
combines the SpeechTEK, Customer Service Experience, and CRM Evolution showcases. This central gathering place features the leading sales, marketing, customer service, and speech recognition solutions. It is the perfect opportunity to meet with C-level executives, industry pioneers, and the technology gurus who help you do your job better. Admission to the Expo is free with the purchase of any conference pass or just $25 for Expo-Only access (when purchased by the early-bird deadline).
monday, august 19
5:00 p.m. – 7:00 p.m • Grand Opening Reception
tuesday, august 20
10:00 a.m. – 5:30 p.m
wednesday, august 21
10:00 a.m. – 1:30 p.m
SpeechTEK 2013 Virtual Tracks
Attend presentations devoted to specific topics, including analytics mobile, multichannel, multimodal, natural language, and voice bio
metrics applications across the traditional vertical conference tracks.
(Requires registration to the live conference. Not an online viewing option.)
Press Room Sponsor
Tuesday Evening Networking Reception Sponsor