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| TRACK C: OMNICHANNEL EXPERIENCES |
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C205 – Speech Enables Natural Language and Machine Translation
4:15 p.m - 5:15 p.m
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 Despite the increasingly widespread use of speech technology, in everyday life, there continues to be great skepticism about this technology for use in broadcast media. Learn how ASR, machine learning, and machine translation techniques are used for closed captioning and subtitling, producing results that challenge manual approaches. The presentation uses case study data from AppTek’s work using speech technology with the Middle East Broadcast Corporation’s Al Arabiya News.
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Lessons Learned from Deploying and Maintaining a Natural Speech IVR
Andrea Ayres, Senior Manager of Telephony Automated Services - Lloyds Banking Group Lloyds Banking Group deployed natural language technology into its retail banking customer service 2 years ago. This case study explores the challenges and opportunities of deploying a natural speech solution and the process of creating a mature speech-enabled IVR. The presenters share their experiences with the business drivers for deploying natural speech and key user-interface design features that made these benefits possible. Learn about surprises and challenges discovered during deployment and tuning and the impacts and opportunities to the call center brought by the new system.
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