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SpeechTEK 2015 - Tuesday, August 18, 2015
SUNRISE DISCUSSIONS
SD201 – Impact of New Patent Laws on the Creation of Speech Applications
8:00 a.m - 8:45 a.m
Jordan Cohen, Technologist and CEO - Spelamode Consulting Chief Scientist, Speech Morphing

This session discusses the recent changes in patent law and speculates on how those changes will affect the user interfaces of the future. In particular, there are new opportunities for small companies to assert intellectual property in the current environment, while the risks associated with aggressive pursuit of new applications has been significantly reduced.

SD202 – Conversational Interfaces for the Visually Impaired
8:00 a.m - 8:45 a.m
Chris Maury, Founder - Conversant Labs

Conversational interfaces provide an opportunity to create experiences that are much easier to use than existing accessible technologies. We demonstrate a fully conversational shopping client, SayShopping, and discuss the opportunities for voice-based technologies in the accessibility industry. Seewww.youtube.com/watch?v=gOMj-1ssueIfor a preview.

SD203 – Strategies in Understanding and Combating ‘It Just Doesn’t Work!’
8:00 a.m - 8:45 a.m
Ethan Levine, Senior Consultant - Avaya Professional Services

What do clients really mean by “It just doesn’t work”? How, as voice interaction designers, can we interpret what our clients are trying to tell us when they really can’t even explain it themselves? This session explores the top questions a voice interaction designer should be asking to get to the root of what’s really bothering our clients as well as strategies to turn this negative perception into a positive reality.

SD204 – Where Have All the Standards Gone?
8:00 a.m - 8:45 a.m
Daniel C Burnett, President - StandardsPlay

One of the world’s top experts on web-related speech standards reviews the state of speech standards today, the value of standards in an industry and to specific businesses, ways to use standards development to your advantage, and some areas that could be ripe for standardization.

KEYNOTE
The Southwest Way: Successful Practices of a Market Leader
9:00 a.m - 10:00 a.m
Jason Young, President - Leadsmart Inc. author of Culturetopia: The Ultimate High-Performance Workplace

Southwest Airlines has given the business world a textbook example of how providing fabulous customer service and maintaining high employee morale in a low-cost environment is possible and even profitable in corporate America today. But what’s the real story? As a key developer of Southwest Airlines’ legendary customer service and leadership training programs, Jason Young knows that great culture does not “just happen.” A customer service value can be created and nurtured to flourish into a customer service culture. Employees can be treated as true partners in the success of the business through shared values, shared vision, and shared efforts. Young shares the inside story behind the success of Southwest, consistently rated No. 1 in customer service and employee satisfaction. Best of all, learn how to take these proven organizational principles to your team or company. You won’t want to miss this inside edition from the man who knows it best.

BREAK IN THE CUSTOMER SOLUTIONS EXPO
10:00 a.m - 10:45 a.m
TRACK A: BUSINESS STRATEGIES
A201 – 2015 Contact Center Benchmarking Report
10:45 a.m - 11:30 a.m
Gerard Gooch, Sr. Architect and Consutant, Customer Experience - Dimension Data

This session presents an overview of the recently released “Dimension Data Global Contact Center Benchmarking Report,” designed to provide a single point of reference on key aspects affecting customer management within today’s contact centers. This year’s results demonstrate how businesses grapple with balancing the integration of complex systems and processes while ensuring excellent customer experience. We share our findings, discuss industry trends, and provide business decision makers with actionable information.

A202 – Exceeding Expectations for Speech Application
11:45 a.m - 12:30 p.m
Dave Pelland, Global Director, IVR Practice - Genesys

The vision of speech recognition can sometimes exceed the reality. Applications such as Siri and Google Now have both client organizations and end users excited about speech, but also help to raise the bar for speech-based IVRs. Delivering a world-class application is about more than building the application. Learn how to exceed expectations by addressing assumptions early on, defining success criteria, and successfully executing a rollout plan.

Sponsored By
SPONSORED KEYNOTE LUNCH: Is Your Customer Journey Stuck in the Breakdown Lane?
12:30 p.m - 1:45 p.m
Allyson Boudousquie, VP Market & Product Strategy - Convergys

The 20th anniversary of SpeechTEK is a good opportunity to reflect on how far speech technologies have come—and what has potentially been lost along the way. This presentation explores how the mad dash to go digital has caused many customer experience professionals to take their eyes off the IVR and what this means to the customer experience. It also offers suggestions on how to turn disjointed interactions into satisfying customer journeys.

A203 – PANEL: Improving Analytics With Machine- and Deep-Learning
1:45 p.m - 2:30 p.m
MODERATOR: Dominique Boucher, CTO - Nu Echo Inc.
Jeh Daruvala, CEO - Yactraq Online Inc.
Jeff Gallino, CTO & Founder - CallMiner

Panelists in this session explore the use of leading-edge mathematical and cognitive research techniques to automate analytic processes and eventually produce machine-driven, highly accurate prediction models. Learn how machine learning techniques may be used to drive the mass customization of ASR language models to provide a fast and inexpensive method of leveraging speech recognition to index phone calls, providing precise information for optimizing the delivery of call center services.

A204 – PANEL: Secure Audio Data Analytics
2:45 p.m - 3:30 p.m
MODERATOR: Amy Goodwin, Senior Speech Technologist - West Corporation
Jason Flaks, Director of Product and Engineering, Call Services - Marchex
Robert N Wickstrom, Director, Consulting and Compliance, eDiscovery and Data Science - Paul Hastings LLP

Panelists discuss two different drivers for the need for secure audio data: mobile advertising and global investigations. Panelists discuss improvements to today’s unsecure methods for storing call recordings and sending calls to untrusted third-party vendors which are required for mobile advertising analytics. They also demonstrate new technologies and methods for streamlining and improving the accuracy of identifying relevant spoken audio in response to global regulatory and criminal investigations.

BREAK IN THE CUSTOMER SOLUTIONS EXPO
3:30 p.m - 4:15 p.m
A205 – Making the Most of Your Data
4:15 p.m - 5:15 p.m
Tana Hill, Contact Center Workforce Manager - Southern Maryland Electric Cooperative, Inc.

While upgrading its system to include speech analytics, SMEC learned several important lessons that Tana Hill shares with attendees. For example, it’s important to be diligent in conducting call studies at least once a quarter and doing deep dives in between to see your ROI for the product as well as the cost savings for your company. Attendees also learn why it’s important to have a full-time employee and proper backup in the event of a server failure. If you’re thinking of leveraging speech analytics for your organization, this session is for you.

The Rise of Data in Consumer-Driven Healthcare
Vicki Whichard, AVP Customer Experience - BlueCross BlueShield of South Carolina
Gretchen Gray, Director, Healthcare Sales - Nexidia, Inc.

BlueCross BlueShield of South Carolina uses 100% of its interaction data to actively manage project prioritization and return, health outcomes, fraud/risk prevention, and member enrollment satisfaction and retention. Learn how BlueCross BlueShield of South Carolina mines call center and support center agent interactions, turns unstructured interaction data into structured data, identifies trends during annual enrollment, and makes investment decisions about sales, retention, and fraud.

TRACK B: OPTIMIZING VOICE INTERACTIONS
B201 – ‘The Mother of Necessity’— When Technology Obstructs User Experiences
10:45 a.m - 11:30 a.m
Jonathan Bloom, Voice User Interface Designer - Jibo, Inc.

Natural language understanding has clearly improved the IVR experience, but if you can do it, nothing is easier for callers than a yes/no question. This talk reviews several cases in which speech vendors need to make tough calls about whether to sell the coolest technologies or solve problems the old-fashioned way. Author Jared Diamond noted, “Invention is the mother of necessity.” We as responsible speech vendors cannot fall prey to that problem and need to deploy new technologies responsibly.

B202 – Implementing an Effective IVR Challenge Dialogue: A Novel Approach
11:45 a.m - 12:30 p.m
Dominique Boucher, CTO - Nu Echo Inc.

Challenge questions are used to provide the “what you know” factor of a multifactor authentication strategy and are used by contact center agents to verify the identity of callers. Automating challenge dialogues would increase self-service rates and pave the way for adding voice biometrics as a second authentication factor. Typically IVR challenge dialogues tend to perform poorly compared to human agents, but this talk presents a novel approach for implementing IVR challenge dialogues that can achieve far greater automation rates.

Sponsored By
SPONSORED KEYNOTE LUNCH: Is Your Customer Journey Stuck in the Breakdown Lane?
12:30 p.m - 1:45 p.m
Allyson Boudousquie, VP Market & Product Strategy - Convergys

The 20th anniversary of SpeechTEK is a good opportunity to reflect on how far speech technologies have come—and what has potentially been lost along the way. This presentation explores how the mad dash to go digital has caused many customer experience professionals to take their eyes off the IVR and what this means to the customer experience. It also offers suggestions on how to turn disjointed interactions into satisfying customer journeys.

B203 – Provide Engaging Customer Experiences With a Next-Call- Avoidance Strategy
1:45 p.m - 2:30 p.m
Frederick Parkinson, Senior Solutions Consultant - Performance Technology Partners

Many contact centers focus on first-call resolution as a primary metric of customer satisfaction and agent effectiveness. A mature contact center approach must also include a strategy for next-contact avoidance (NCA), anticipating and resolving the customer’s next potential issue, thereby reducing inbound contacts. In this session, we discuss the factors involved in developing an NCA strategy, including quality back-end data, cross-channel integration, a robust agent desktop, and a process for identifying and reinforcing desired agent behavior.

B204 – PANEL: Effective Measurement and Evaluation of Speech Applications
2:45 p.m - 3:30 p.m
MODERATOR: James R. Lewis, Senior Human Factors Engineer - IBM AVIxD
Nancy Gardner, Principal Consultant, Professional Services - Verizon Enterprise Solutions
Phil Shinn, CTO - SpeechPro
Jamey White, Senior VUI Designer, CIT - Convergys

There are so many ways to measure the performance of and customer satisfaction with speech applications, it’s mind-boggling to make sense of it all. Is containment more important than first-call resolution? Should we care more about Net Promoter Score or comments on social media? Panelists in this session give solid guidance on the strengths and limitations of various methods of measurements and evaluation, understanding which method is appropriate for the question you’re asking, and how to properly constrain the conclusions you make based on available data.

BREAK IN THE CUSTOMER SOLUTIONS EXPO
3:30 p.m - 4:15 p.m
B205 – Taking Speech to the Next Level
4:15 p.m - 5:15 p.m
Brian Enright, Manager of Business Integration - Orlando Utilities Commission

Learn how the Orlando Utilities Commission optimizes its voice integration system to better serve its utility customers. The session highlights the techniques, processes, and procedures used to continuously improve the speech system. In addition, it illustrates the importance of reporting analytics, high-level speech tuning, and quantifying results of incremental changes. Attend this session to learn how to optimize your voice interaction system by leveraging practical techniques and processes.

Challenges, Metrics, and Results of Upgrading to Natural Language Understanding
Valentyna Yarosh, Head of Customer Service - Alfa Bank

Alfa Bank upgraded from DTMF to natural language understanding to replace human agent talk time with automated service, increase first-call resolution, decrease queues, shorten average handling time, and become the preferred channel for many customers who went to physical retail stores. Learn how it overcame several problems, including multiple languages (Ukrainian, Russian, and the combination Ukrainian and Russian), long numbers such as credit card numbers, and customer uneasiness with open question (such as, “How may I help you?”).

TRACK C: OMNICHANNEL EXPERIENCES
C201 – IVR’s Vital Role: Real-World Experience With Omnichannel Interactions
10:45 a.m - 11:30 a.m
Samrat Baul, Senior Director, Application Design - [24]7
Tajinder Singh, Director of Product Management - [24]7

The vision of omnichannel interactions is being realized here and now, but what is the role of the traditional IVR in this vision? The goal is to treat all channels consistently and allow users to move among them seamlessly. We suggest that IVR’s unique characteristics enable it to be pivotal in successful omnichannel journeys. Join this session to hear about three commercially successful use cases that illustrate the role of IVR in the omnichannel experience.

C202 – Elements of Multichannel Real-Time Communication Applications
11:45 a.m - 12:30 p.m
Ben Klang, President/Technology Strategist - Mojo Lingo

The technology that enables us to communicate is developing faster than the applications that would harness it. With access to multiple inexpensive audio, video, and communications technologies, combined with ubiquitous connectivity and pocket-sized devices, the stage is set for a renaissance in the way we communicate in real time. This presentation analyzes real-world examples in terms of the problems they are designed to solve, the unique usability challenges presented, and the opportunities to improve them further.

Sponsored By
SPONSORED KEYNOTE LUNCH: Is Your Customer Journey Stuck in the Breakdown Lane?
12:30 p.m - 1:45 p.m
Allyson Boudousquie, VP Market & Product Strategy - Convergys

The 20th anniversary of SpeechTEK is a good opportunity to reflect on how far speech technologies have come—and what has potentially been lost along the way. This presentation explores how the mad dash to go digital has caused many customer experience professionals to take their eyes off the IVR and what this means to the customer experience. It also offers suggestions on how to turn disjointed interactions into satisfying customer journeys.

C203 – Using Context Cookies to Create True Omnichannel Customer Service
1:45 p.m - 2:30 p.m
Tobias Goebel, Director Emerging Technologies - Aspect Software

A smooth hand over between channels such as mobile apps, IVRs, or websites, as well as when switching from self-to live-service, is crucial to providing excellent customer service. To do so, companies need an easily accessible data store that can memorize past transactions on any channel using “context cookies”—small traces of information about the journey of a customer. This session introduces the “experience continuity” concept, describes an architecture of a continuity server as a home for context cookies, and gives examples of how cookies can improve the customer experience across customer care channels.

C204 – PANEL: Is Customer Experience Truly Omnichannel?
2:45 p.m - 3:30 p.m
MODERATOR: Vicki Broman, Manager of User Interface and Research Teams, CTI and Speech Solutions - eLoyalty® a TeleTech Company Phoenix Fire Department Crisis Counselor;CHt
Allyson Boudousquie, VP Market & Product Strategy - Convergys
Daniel Padgett, Director, Voice User Experience - Walgreens
Michael Pell, Director of Design Services, Professional Services - Interactions Corporation AVIS, Boy Scouts of America
Deborah Rapsinski, Chief Customer Experience Officer - Think Tank Partners

Consumers expect information to be readily available no matter what channel they choose, and companies have provided access to this information via IVR, web, mobile apps, email, SMS, chat and in-person with live agents. The goal is a seamless experience for customers no matter which channel they select or how they move among channels. Panelists in this session critically examine how successful companies have been at providing a cohesive omnichannel experience, detail examples of broken experiences, and explore strategies for improvement.

BREAK IN THE CUSTOMER SOLUTIONS EXPO
3:30 p.m - 4:15 p.m
C205 – Speech Enables Natural Language and Machine Translation
4:15 p.m - 5:15 p.m
Nabeel AlKhatib, Executive Editor - Al Arabiya News Channel
Mohammad Shihadah, Chairman and Co-Founder - AppTek

Despite the increasingly widespread use of speech technology, in everyday life, there continues to be great skepticism about this technology for use in broadcast media. Learn how ASR, machine learning, and machine translation techniques are used for closed captioning and subtitling, producing results that challenge manual approaches. The presentation uses case study data from AppTek’s work using speech technology with the Middle East Broadcast Corporation’s Al Arabiya News.

Lessons Learned from Deploying and Maintaining a Natural Speech IVR
Andrea Ayres, Senior Manager of Telephony Automated Services - Lloyds Banking Group
David Attwater, Senior Scientist, Enterprise Integraton Gru - Enterprise Integration Group

Lloyds Banking Group deployed natural language technology into its retail banking customer service 2 years ago. This case study explores the challenges and opportunities of deploying a natural speech solution and the process of creating a mature speech-enabled IVR. The presenters share their experiences with the business drivers for deploying natural speech and key user-interface design features that made these benefits possible. Learn about surprises and challenges discovered during deployment and tuning and the impacts and opportunities to the call center brought by the new system.

TRACK D: ADVANCES IN BIOMETRICS
D201 – Mobile Payments Drive Voice Biometrics
10:45 a.m - 11:30 a.m
Julia Webb, Executive Vice President, Sales & Marketing - VoiceVault

Mobile transactions almost doubled last year, accounting for 17% of total purchases made in North America. But about 60% of the malware targeted toward Android devices was aimed primarily at stealing banking details or money. Mobile payment companies are looking to voice biometrics as a viable solution. This session discusses how those companies are including voice biometrics into their mobile payment ecosystem, and what their customers are saying about the experience.

D202 – What You Need to Know About Voice Biometrics
11:45 a.m - 12:30 p.m
David Claiborn, Director Voice Portal Technology - United Healthcare
Ellie Garrett, Senior Business Analyst, Business Solutions Services - United HealthCare

Voice biometrics is one of the fastest growing technologies for providing security of personal data access and communication. How does voice biometrics work? Is it easy to implement? How will customers use voice biometrics to access and communicate personal data? How will voice biometrics affect call center performance? Learn how a consumer health insurance organization solved these problems to provide a secure and trusted system.

Sponsored By
SPONSORED KEYNOTE LUNCH: Is Your Customer Journey Stuck in the Breakdown Lane?
12:30 p.m - 1:45 p.m
Allyson Boudousquie, VP Market & Product Strategy - Convergys

The 20th anniversary of SpeechTEK is a good opportunity to reflect on how far speech technologies have come—and what has potentially been lost along the way. This presentation explores how the mad dash to go digital has caused many customer experience professionals to take their eyes off the IVR and what this means to the customer experience. It also offers suggestions on how to turn disjointed interactions into satisfying customer journeys.

D203 – Providing Security Beyond Voice and Passwords
1:45 p.m - 2:30 p.m
Alexey Khitrov, President - SpeechPro

Smartphones enable multiple techniques for biometric authentication. This presentation explores the future of account login on mobile platforms through various combinations of voice and face biometrics, including SpeechPro’s deployment of a voice+face biometric solution at Wells Fargo and the newest generation of password-fighting solutions: Voice.Swipe, which combines voice biometric and visual UI clues known to a specific user.

D204 – PANEL: Where Speech Biometrics ‘Fits’ in Your Digital Day
2:45 p.m - 3:30 p.m
MODERATOR: Dan Miller, Lead Analyst-Founder - Opus Research, Inc.
Q. Peter Li, President - Li Creative Technologies, Inc.
Emilio Martinez, CEO and Chairman of the Board - Agnitio
Bernard Brafman, VP of Business Development - Sensory, Inc.

The growing use of smartphones has completely recast the role of IVR-based self-service. To provide customers with immediate, effortless fulfillment of their goals, we must provide solutions that combine accurate speech recognition, realtime analytics, and rapid authentication that include voice biometrics. Learn about recent research results regarding technological solutions that enable customers to use their channel of choice and device of choice to accomplish everyday goals.

BREAK IN THE CUSTOMER SOLUTIONS EXPO
3:30 p.m - 4:15 p.m
D205 – The USAA/Nuance Journey to a Personalized & Easy-to-Use IVR
4:15 p.m - 5:15 p.m
Casey J. Royer, Director, Digital Experience and Design - USAA
Thomas Hebner, Sr. Director UI Design - Nuance Communications

The USAA team was looking for a simple, personalized experience for its members. This talk tells the story of that journey, from a reactive IVR to a proactive/personalized experience. It covers what was more complex than expected and what was simpler than expected. We share results of the new personalized IVR and the pivots we took along the way.

NETWORKING RECEPTION
Networking Reception
5:30 p.m - 7:00 p.m



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