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SpeechTEK 2014 - Tuesday, August 19, 2014
Soho/Herald (7th floor)
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!

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