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August 13 - 15, 2012
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SpeechTEK 2012 - Monday, August 13, 2012
A104 – The Role of Agents in Successful Self Service
2:15 p.m - 3:00 p.m
MODERATOR: Randell Neuman, Sr VUI Designer - Convergys

No matter how sophisticated self-service systems become, there will always be a need for human agents to cover complex and uncommon customer requests. Yeracaris presents a method designed to help automation and human agents work together seamlessly to provide superior service to customers. Sonnick discusses the relative impact of human agents and speech technology in sales conversion rates.

Which generates more revenue an automated system, an operator or a combination of the two?
James Sonnick, VP Business Development & Innovation - Soleo Communications, Inc
Human Aided Computer Understanding
Yoryos Yeracaris, CTO - Interactions, LLC

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