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SpeechTEK 2011 - Tuesday, August 9, 2011
B202 – Design Challenges
11:45 a.m - 12:30 p.m
MODERATOR: Catherine Zhu, Principal Consultant - SpeechUsability
Who Knows What Your Callers Know?
Judi Halperin, Principal Consultant and Team Lead, Global Speech Engineering - Avaya Inc.

Most IVR systems require callers to provide certain pieces of information to authenticate before completing their tasks. When the information requested
is not readily available or familiar to the caller, this results in decreased caller satisfaction and unnecessary transfers. Some systems include “I don’t know” options to allow for such cases, but is this necessary or are callers just trying to circumvent the system? This session explores ways to optimize caller satisfaction and retention using strategies from real-world examples.

Accommodating Myriad User Populations Within Singular Speech Applications
Elizabeth A. Strand, Director of UX Strategy - Microsoft Tellme

Targeting designs to the needs, expectations, and contexts of specific user groups is key to maximizing performance and user satisfaction. However, business realities often require us to accommodate several disparate user groups within a single speech application. This talk addresses such design and performance challenges, and offers practical advice based on Tellme deployments spanning several verticals and application types.

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