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

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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 Organizing Your Menus
9:30 10:00 Open Dialogue Designs (“How May I Help You?”)
10:00 10:30 Touch-Tone Error Recovery
10:30 10:45 Break
10:45 11:15 Speech-Recognition Error Recovery
11:15 11:30 Drill-Down and Tapering Techniques
 11:30 12:00  Visual IVR
12:00 1:00 Lunch
1:00 2:00 Wizard of Oz Testing
2:00 2:45 Smartphone Callers: Opportunities and Pitfalls
2:45 3:00 Break
3:00 3:30 Monitoring, Testing, and Tuning
3:30 4:30 Putting It All Together
Adjourn – 4:30

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Agenda: Optimizing IVR & Speech Recognition in the Age of Smartphones, Liverpool was last modified: April 14th, 2016 by Ed