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SpeechTEK 2011 - Monday, August 8, 2011
D104 – Using Artificial Intelligence to Improve Customer Experiences
3:00 p.m - 4:00 p.m
MODERATOR: Roberto Pieraccini, Director of Engineering - Google Switzerland
Predictive — The Way to Be Productive
Ashok Raj S, Senior Technical Architect - Servion Global Solutions

To provide a great customer experience, we must determine the reason for a call by integrating the enterprise CRM and backend systems with the IVR. The step to predicting the reason for a call is being proactive, e.g.,using outbound calls to reach customers before they call. Learn how outbound calls can be used to meet the growing customer demands. The session also includes how analytics, user interface, voice biometrics, and business process impact the effectiveness of both inbound and outbound solutions.


Automatically Extract, Index, and Query Knowledge From All Data Sources
Mithun Balakrishna, Research Scientist & Product Manager - Lymba Corporation

Customer relation management agents have to constantly search and retrieve information quickly from structured, semistructured, and unstructured data. This session presents an automatic and powerful spoken-language understanding solution by seamlessly integrating natural language processing strengths with semantic technology capabilities that allow systems to automatically extract, index, and query knowledge from various data  sources. Accurate information is quickly retrieved from the rich body of knowledge to answer spoken-query texts produced by the speech recognizer.


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