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Customer Case Studies
By Customers For Customers

Customer case study presentations give you insight into how speech technologies are being applied in real-world situations. Presenters share how they successfully procure, implement, and deploy existing speech applications and how they avoid common pitfalls. Customer case studies will be presented on automatic speech recognition solutions, analytics, and speaker authentication across a wide variety of industries. Listen to presentations from companies in the following industries:
SpeechTEK 2014 - Tuesday, August 19, 2014
A205 – Analytics Helps Government and Business
4:15 p.m - 5:15 p.m
Heather Callahan, Manager - Information & Business Development - City of Toronto

Find out about an analytics tool the City of Toronto implemented in its 24/7 311 Contact Center that enables the call center to automatically analyze and categorize all call recordings. The tool lets the call center easily analyze customer voice interactions and understand pain points while making sure recommendations are implemented.

Data-Driven Personalization in Retail
Daniel Padgett, Software Engineer - Google

Walgreens operates an over-the-phone solution, handling millions of pharmacy-related calls annually. Learn how it reduced customer effort, increased containment, and improved customer satisfaction by collecting usability and survey data to identify trouble spots in order to provide personalized, relevant, and real-time content and options.

B205 – Upgrades Improve Utility and Insurance Systems
4:15 p.m - 5:15 p.m
Steven DeMott, Manager, Customer Channels & Technology - PECO

PECO (Pennsylvania utility company) completely redesigned its IVR to integrate predictive intent functionality to anticipate the reason for customer calls. Baltimore Gas and Electric has maintained its traditional IVR structure of DTMF menus. Hear lessons learned and the results of the “bake-off” between these two approaches to IVR design.

Increasing IVR Adoption in the Healthcare Industry
Shawna Lanza, Lead Business Consultant - Blue Shield of California

Due to a provision of the Affordable Care Act, Blue Shield experienced heavy call volumes for requests for Explanation of Benefits. Find out how Blue Shield was able to increase automation and reduce call volumes by enabling customers to request an email or fax and be done with their call.

C205 – Analytics and Natural Language
4:15 p.m - 5:15 p.m
Elizabeth B. Linthicum, Director, Quality Management, Service Excellence - Coventry Health Care, Inc, an Aetna Company

Coventry’s quality management solution integrates customer feedback surveys and speech analytics to provide targeted, actionable insights for improvements at the customer service representative, call center, and organizational levels. Learn how these solutions resulted in fewer repeat calls, improved customer satisfaction, and a lower per-call cost.

Natural Language, Personalization, and Enhanced Dynamic Audio Take Flight
Stephanie W. Abercrombie, Project Leader, Technology Development and Implementation - Delta Air Lines
Gorm Amand, Senior Manager and Global Discipline Leader, User Interface Design - Nuance Communications

The better self-service systems in deployment today integrate a variety of advanced design components and technologies that complement one another to create an intelligent and natural-sounding interaction that respects the end user’s time and anticipates her/his needs. Delta Air Lines recently launched a redesigned application that combines natural-language capabilities with both personalization (including name greeting and proactive notifications) and an enhanced dynamic audio experience. Sit back, relax, and enjoy the flight as we examine each of these components and discuss the positive impact of the newly deployed system in terms of both customer experience and business metrics. Learn from our successes as well as the challenges we encountered along the way!

D205 – New Modes of User Input Improve Systems
4:15 p.m - 5:15 p.m
Raj Tumuluri, President - Openstream Inc. W3C, IEEE, ACM
Suresh Ganesan, AVP & Head, Solutions, Architecture & Technology, Healthcare & Life Sciences - Cognizant

Raj Tumuluri and Suresh Ganesan demonstrate how multimodal inputs such as speech, thought, gesture, face recognition, and a robotic assistant can provide patient care and wellness monitoring. After summarizing trends and lessons learned in combining EEG-headsets for thought input with speech and multimodal technology to improve outcomes in patient care, they discuss how problems encountered by their customers during deploy- ment are being evaluated.

Upgrade to Speech Produces Big ROI
4:15 p.m - 5:00 p.m
Brian Enright, Manager of Business Integration - Orlando Utilities Commission

Orlando Utilities Commission launched a strategic initiative to improve customer service that included an upgrade to its web and IVR platforms. Following the redesign and upgrade to speech, automation rates increased significantly. Hear about the ROI and lessons learned, including why the IVR deployment should have occurred in phases,starting with the features that customers were already familiar with.

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