SpeechTEK 2019 - Track C: Implementers

Track C, targeted to implementers, contains several panel discussions offering many alternative viewpoints for critical issues including these: improving support of call center agents; detecting fraudsters using voice biometrics; extracting business knowledge from voice and text data using analytics; using speech technologies within the enterprise; and implementing omni channel. Track C also offers several sessions dealing with the difficult issues of ethics and speech technologies.

 

Monday, Apr 29

Track C: Implementers

 

C101. PANEL: How AI Improves the Call Center

Monday, April 29: 10:30 a.m. - 11:15 a.m.

Learn how AI is used in a call center environment to train, assist, monitor, and advise human agents as they interact with customers as well as how to predict employee departures and prescribe targeted interventions. How a graphical representation of the client interaction assists the human agent is discussed, along with how a combination of words and non-verbal analysis can detect the emotional state of customers and agents and guide agents in-the-moment to adjust their behavior for improved outcomes.

Moderator:

, Department of Business Analytics & Information Systems, School of Management, University of San Francisco


Speakers:

, CEO, VoiceVibes, Inc.

, Co-Founder & CEO, RankMiner

, Senior Analyst, Customer Insights & Business Intelligence Group, West Corporation and Certified Six Sigma Black Belt

, CTO & Co-Founder, Cogito

 

C102. Leveraging Speech AI to Improve QA Results & Enhance Agent Training & Performance

Monday, April 29: 11:30 a.m. - 12:15 p.m.

To improve agent performance via insights garnered through our speech AI platform, we enter a series of keywords and phrases into the program, which parses through our library of transcribed call recordings and returns the requested results. This data is then cataloged and used to generate actionable items, develop call center reports, and identify training opportunities. The automated grading system measures agent performance, while the speech AI enables us to perform rapid changes to campaign strategy to eliminate areas of risk and improve agent performance.

Speaker:

, Business Analyst, First Associates Loan Servicing

 

Keynote Lunch

Monday, April 29: 12:15 p.m. - 1:15 p.m.

Check back for the latest details.

 

C103. PANEL: Using Biometrics & AI to Establish Trust

Monday, April 29: 1:15 p.m. - 2:00 p.m.

How can voice and behavior biometrics seamlessly verify that users are who they claim to be in real time? How can fraudsters be detected based on their voice prints, behavior anomalies, reconnaissance tactics, and robotic dialing techniques? Explore use cases and realworld examples for establishing security, identity, and trust between your organization and your customers. We share best practices and bloopers to help you have a successful voice biometrics deployment.

Moderator:

, Principal, IVR Design Group


Speakers:

, SVP Marketing, Pindrop

, President, ID R&D

, Senior Manager, Commercial Security Strategy, Nuance Communications

, Solution Delivery Manager, LumenVox

 

C104. PANEL: Finding Customer Service Blind Spots

Monday, April 29: 2:15 p.m. - 3:00 p.m.

Today, experience and service are the most critical differentiators for brands. To win, companies must gather information from every single customer interaction. This knowledge could be the difference between building lifelong loyalty or losing a sale. Learn how to capture, understand, and extract actionable insights from all your phone conversations in real-time. Discover best practices for optimizing business processes and increasing conversions to consistently deliver excellent customer experiences with confidence.

Moderator:

, Director, Customer Experience, CRMXchange


Speakers:

, CEO, i2x

, CEO, VoiceSense

, Lead Computational Linguist, The MITRE Corporation

 

C105. Innovative Applications of Speech Technology From Academia

Monday, April 29: 3:15 p.m. - 4:00 p.m.

Descriptions and demonstrations of two of the most innovative applications created at universities selected from presentations at scientific conferences Interspeech and ICASSP or from other interesting work in the field.

Moderator:

, VP Speech Technology, CaptionCall


 

C106. With One Voice: Unifying Conversational Interfaces

Monday, April 29: 4:15 p.m. - 5:00 p.m.

During this talk, conversation designers from Allstate share their experiences designing for a variety of interfaces with the goal of creating a unified experience for the audiences they serve. Get practical ideas for how your team can start sharing data, establishing common patterns, and iterating designs based on user research. Attendees also see a case study showing how designers working on separate voice and chat products find common ground when working on the same subject matter.

Speakers:

, Conversation Design Lead, Allstate

, Conversation Designer, Allstate

 

Tuesday, Apr 30

Track C: Implementers

 

C201. What Is Anthropomorphism & Why Do You Care?

Tuesday, April 30: 10:45 a.m. - 11:30 a.m.

Treating objects like smart speakers, robots, and smart devices as human is called anthropomorphism. Some users may forget that some of these devices are not human and expect human-like responses and advice. This can lead to unfortunate situations with potential social and legal repercussions. Anthropomorphism can also lead to isolation and loss of human association. Designers need to understand potential social and ethical issues surrounding anthropomorphism and take steps to minimize these problems.

Speaker:

, President, J. Markowitz Consultants

 

C202. PANEL: The Ethics of ASR Lie Detection: What Could, and Should, We Determine?

Tuesday, April 30: 11:45 a.m. - 12:30 p.m.

With the advent of machine learning and neural nets and the proper amount of data, we can guess accurately ID, gender, language, maybe age, and more. What are the ethics involved in creating a biometric-based lie detector, or possibility a sexual-preference detector? Where should—and how do—we draw the line?

Moderator:

, Senior Creative Technologist, Ship Side Technologies, Virgin Voyages


Speakers:

, CEO, GoVivace Inc.

, Of Counsel, Tully Rinckey, PLLC

 

Keynote Lunch - sponsored by Google Cloud

Tuesday, April 30: 12:30 p.m. - 1:45 p.m.

Check back for the latest details.

 

C203. Will AI Replace Humans in Customer Engagement?

Tuesday, April 30: 1:45 p.m. - 2:30 p.m.

If you listen to the scaremongers, the future of the human race is at the mercy of AI. Are we destined to become a sluggish race ruled by robots, or will our own emotional intelligence prevail? This presentation examines the constraints of conversational AI, looks at the differences in skill sets between man and machine, and discusses why humans will always have a job when it comes to customer engagement.

Speaker:

, CMO & CSO, Artificial Solutions

 

C204. Say the Right Thing: VUI Design Ethics

Tuesday, April 30: 2:45 p.m. - 3:30 p.m.

Just because we can build something, doesn’t mean we should. Voice is positioned at the forefront of technology, and as VUI designers, we are confronted with ethical decisions. This talk walks you through the kinds of ethical considerations to incorporate into your voice designs and presents tips on how to judge whether a design is ethical. Learn how to have the hard conversations with your clients and companies.

Speaker:

, Lead Designer, Grand Studio

 

C205. PANEL: Speech Technologies Inside the Enterprise

Tuesday, April 30: 4:15 p.m. - 5:00 p.m.

Voice is rapidly emerging as the main user interface for many apps and devices. Speech recognition and natural language understanding will change how knowledge workers interact with computers and applications, opening opportunities for innovation in human-computer interaction, including intelligent assistants in the meeting room and for team collaboration. Learn how speech adds value to enterprise applications? Discover key opportunities and challenges for speech-enabled enterprise applications. What use cases are early adopters interested in?

Moderator:

, Senior Analyst, Workforce Productivity and Compliance, 451 Research


Speakers:

, CEO, Apprente, Inc.

, SVP Product & Solutions Marketing, RingCentral

, Founder & CEO, Orion Labs

, Chief Marketing Officer, Voicea

 

Wednesday, May 1

Track C: Implementers

 

C301. The Engineering of Emotion

Wednesday, May 1: 10:45 a.m. - 11:30 a.m.

Not only what, but how, a virtual assistant speaks will determine its success. We need to create a believable illusion that a bot concerns itself with the user’s situation. We need to turn engineers, designers, and content writers into emotion-aware wordsmiths who deeply care about every word and every pause, what to emphasize, and how to respond empathically. This talk explores and demonstrates possibilities of a more personalized, contextual and likeable customer engagement by using affective computing technologies and emotions analytics.

Speaker:

, Principal Engineer, Technology Futures, Intuit and University of California, Irvine

 

C302. Unlocking the Puzzle of AI and Omni-Channel Integration

Wednesday, May 1: 11:45 a.m. - 12:30 p.m.

We will address AI integration methods and draw practical roadmaps for migrating to digital omni-channel architectures by leveraging existing investments in IVR, chatbots and backend database interactions. Specifically:

  • Incorporating Google + and Amazon Lex AI into existing IVR investments
  • Leveraging existing IVR business logic, flow and backend database interactions to create an AI-based chatbot in a fraction of normal time
  • Standardizing a digital omni-channel approach across voice, chat, SMS, mobile and Intelligent virtual assistant channels.
Speaker:

, Vice Presendent, Speech-Soft Soutions

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