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SpeechTEK 2011 - Monday, August 8, 2011
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.


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