There is growing interest in natural language IVRs that begin with open- ended, “How may I help you?” type questions. Olvera speaks about the importance of exceeding customer expectations not only with the initial natural language question that interprets customer requests and routes the call appropriately, but also by building underlying systems that act in intelligent and useful ways. Stavropoulou focuses on user-centered design evaluation methods that relate to the development of advanced spoken natural language user interfaces.