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SpeechTEK 2014 - Tuesday, August 19, 2014
TRACK B: VOICE INTERACTION DESIGN
Empire Complex (7th floor)
B201 – Creating Proactive, Cross-Channel Customer Experiences
10:45 a.m - 11:30 a.m
Amanda Segovia, Lead Channel Manager - USAA
Jonathan Bloom, Voice User Interface Designer - Jibo, Inc.

Consider Becky, a USAA member who is looking at homeowner’s insurance options online, but has a question and decides to call. After she authenticates, the IVR notes that Becky was logged into the website and asks if she is calling for a homeowner’s insurance quote. Becky happily confirms that is indeed her intention. Many businesses see such proactive, cross-channel scenarios as a pipe dream, but this presentation reviews the quantitative and qualitative methods used to understand customer cross-channel behavior and create user interface designs that support them.




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