Agenda: Optimizing IVR & Speech Recognition in the Age of Smartphones, Chicago

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Workshop Agenda Day One

8:30 9:00 Coffee and Pastries
9:00 9:15 Introductions and Opening Remarks
9:30 10:00 IVR Overview and Business Discussion
10:00 10:30 Human Factors and Ergonomics
10:30 10:45 Break
10:45 11:30 Speech Recognition – Business and Technology Issues
11:15 12:00 “Say Anything” Natural Language Benefits and Limitations
12:00 1:00 Lunch
1:00 1:45 Menu Design Best Practices
1:45 2:45 Scripting Best Practices
2:45 3:00 Break
3:00 3:30 Identification and Verification
3:30 4:00 Voice Biometrics
4:00 5:00 Scripting Exercises

Workshop Agenda Day Two

8:30 9:00 Coffee & Pastries
9:00 9:30 Smartphone Callers: Opportunities and Pitfalls
9:30 9:45 Visual IVR
9:45 10:15 User-Centered Scripting
10:15 10:30 Break
10:30 11:15 Getting the Voice Right
11:15 12:00 Error Recovery – Drill-Down and Tapering Techniques
12:00 1:00 Lunch
1:00 1:30 Yes-No and One-Shot Error Recovery Dialogues
1:30 2:00 Turn-taking and Barge-In
2:00 3:00 Wizard of Oz Testing
3:00 3:15 Break
3:15 3:30 Closing Remarks
3:30 4:30 One-on-One Menu and Scripting Review Sessions
Adjourn – 4:30

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Agenda: Optimizing IVR & Speech Recognition in the Age of Smartphones, Chicago was last modified: May 16th, 2016 by Ed Elrod