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SpeechTEK 2012 - Tuesday, August 14, 2012
A203 – PANEL: IVR Success Metrics
1:45 p.m - 2:30 p.m
MODERATOR: Michael Ahnemann, Director, User Experience - Angel
Peter Voss, CEO - Smart Action Company, LLC
David Suendermann, Principle Speech Scientist - Synchronoss

How do you measure the success of your IVR system? This is a persistent challenge for organizations. Voss explains and compares different types of IVR success measures, including containment, task completion, abandonment, completion, and success rates, along with the difficulties in identifying outcomes and interpreting them. Suendermann discusses adaptation and optimization of speech recognition and understanding as well as dialogue management as a method for understanding the success of IVR systems.

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