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August 13 - 15, 2012
New York Marriott Marquis
Monday Tuesday Wednesday
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SpeechTEK 2012 - Monday, August 13, 2012
B104 – Create Proactive Customer Experiences
2:15 p.m - 3:00 p.m
MODERATOR: Nandini Stocker, Sr. Product Design Manager - FlipKart

The smartphone revolution has raised customer expectations for intelligent, proactive interactions with automated systems. Claiborn discusses how automation can make use of ANI, authentication information, and toll-free number structures to offer callers customized IVR experiences based on who they are and where they have been with a company. Manchon presents a method for using multidimensional data to fully satisfy users and obviate the need for human operators in repetitive and predictable tasks.

Knowing Without Asking: Driving Personalization
David Claiborn, Senior Director, Product Design - United Health Group
Multi-dimensional Intelligence to enhance User Experience
Pilar Manchón, CEO - Intelligent Dialogue Systems S.L.

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