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SpeechTEK Europe 2011
25 - 26 May 2011 • Copthorne Tara Hotel • London, UK
SpeechTEK University • 24 May 2011
SpeechTEK Europe 2011 - Thursday, 26 May 2011
Track A
A204 – Customer interaction anywhere, any time, any device
15:00 - 16:00
MODERATOR: James Larson, Vice President - Larson Technical Services

Is IVR becoming obsolete as ‘always connected’ smartphones become the new ubiquitous communication hub? Is speech-only interaction being superseded by multimodal touch-text-talk interfaces? Can applications adapt not just to the device screen size, but to the entire delivery context, comprising location, motion, device capabilities, device-pairing, personal preferences and entitlements? Is natural language understanding the key to a new intelligent customer care self-service paradigm? Using real-life solutions this session helps you discover the answers and explores the technical challenges that must be overcome.

Natural language understanding on the Smartphone for the anytime, anywhere customer
Roberto Pieraccini, Director of Engineering - Google Switzerland
Context-aware multimodal applications development
Raj Tumuluri, President - Openstream Inc.
User Centered Design across modalities
David Martin, Managing Principal/Portfolio Leader - Avaya

The goal of this session is to discuss design methodologies in relation to today's emerging multi-modal solutions. How can voice user interface design be applied to graphical user interface and vice versa? Schools for thought for design are converging and creating great opportunities. As quick as technologies grow, the devices running are being introduced just as fast. And, these new solutions are making the world smaller by the day, forcing multi-lingual and multi-cultural issues to be considered. We'll review some current case studies where user expectations were met and not met by the user interface. History can teach us to learn from our mistakes, but it doesn't mean we need to continue making those mistakes.

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