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

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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 11:30 Deployment in the Real World: Quick Wins and Cutting Through the Hype (ICR)
11:30 12:30 Platform Replacement vs Hosting: Example Architecture for Multi-Channel Experience (ICR)
12:30 1:30 Lunch
1:30 2:00 Error Recovery – Drill-Down and Tapering Techniques
2:00 2:30 Yes-No and One-Shot Error Recovery Dialogues
2:30 3:00 Turn-taking and Barge-In
3:00 3:15 Break
3:15 4:15 Wizard of Oz Testing
4:15 4:30 Closing Remarks
4:30 5:00 One-on-One Menu and Scripting Review Sessions
Adjourn – 5:00

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Agenda: Optimizing IVR & Speech Recognition in the Age of Smartphones, Leeds was last modified: April 13th, 2015 by Ed