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SpeechTEK 2011 - Monday, August 8, 2011
A103 – Panel—Balancing Automation and Human Agents
1:45 p.m - 2:45 p.m
MODERATOR: Susan Boyce, Principal User Experience Manager - Microsoft Tellme
Phil Gray, EVP of Business Development and Strategy - Interactions
Todd Schmeer, Director-Speech Application Services - VoltDelta
Darla Tucker, Director, Strategic Customer Solutions - Convergys

For most organizations both automated systems and human agents play an important role in providing customer service, but achieving a balance between these can be a challenge. Automation is less costly, but poorly executed selfservice can alienate customers and prevent organizations from achieving a return on their investment. Join the experts on this panel as they discuss methods for determining the optimal balance between cost-savings and providing great service.

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