This session explores why so many natural speech projects fail to deliver the benefits to both customers and the business and what can be done to avoid these pitfalls. Learn how innovative design, coupled with operational changes, can be used to rebalance the call center operational model to get true value from natural speech interfaces. Some of the benefits include getting infrequent callers to the right agent as fast as possible using natural speech, maintaining self-service rates and satisfaction for frequent callers, and increasing overall customer satisfaction.