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SpeechTEK Europe 2011
25 - 26 May 2011 • Copthorne Tara Hotel • London, UK
SpeechTEK University • 24 May 2011
SpeechTEK Europe 2011 - Wednesday, 25 May 2011
Track B
B103 – Designing your voice application
13:45 - 14:30
MODERATOR: Susan Hura, Principal - SpeechUsability

The first presentation describes why popular techniques for describing dialogues, such as finite state machine models, call-flows and form-based models, are fundamentally sub-optimal. Learn how to specify dialogues by describing WHAT rather than HOW using a purely Declarative Dialogue Model. The second presentation focusses on the challenges presented when IVR systems fail to help a user, resulting in call backs. Learn how to predict the reasons for call backs so you can refine the IVR system and provide better results the first time the user calls.

Call-flow? No thanks!
Dimitris Vassos, Founder & CEO - Omilia
Predicting customer’s reason for callback: A reality?
Dmitry Sityaev, Principal Speech Scientist, Engineering R&D - Genesys

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