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TRACK B: OPTIMIZING VOICE INTERACTIONS |
B201 – ‘The Mother of Necessity’— When Technology Obstructs User Experiences
10:45 a.m - 11:30 a.m
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Natural language understanding has clearly improved the IVR experience, but if you can do it, nothing is easier for callers than a yes/no question. This talk reviews several cases in which speech vendors need to make tough calls about whether to sell the coolest technologies or solve problems the old-fashioned way. Author Jared Diamond noted, “Invention is the mother of necessity.” We as responsible speech vendors cannot fall prey to that problem and need to deploy new technologies responsibly. |
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