The first presentation describes why popular techniques for describing dialogues, such as finite state machine models, call-flows and form-based models, are fundamentally sub-optimal. Learn how to specify dialogues by describing WHAT rather than HOW using a purely Declarative Dialogue Model. The second presentation focusses on the challenges presented when IVR systems fail to help a user, resulting in call backs. Learn how to predict the reasons for call backs so you can refine the IVR system and provide better results the first time the user calls.