A topic of great interest and controversy in the speech industry is competitive benchmarking, studies designed to determine which of two or more recognizers is most accurate. Unfortunately, it is easy to produce skewed results, either by mistake or deliberately, so that the result are misleading. We will discuss common errors in experimental design or analysis and ways to ensure that tests accurately correspond user experience. "

Analytics tools for IVRs and contact centers have improved significantly during the past decade. However, when we use these tools separately for self-service systems and contact centers, we miss the opportunity to optimize overall caller experience and improve automation rates. This session discusses various methodologies and tools for cross-channel analytics that can help identify caller intent. Attend this discussion to learn how analytics can improve ROI as well as customer satisfaction metrics and the overall customer experience.

Speech and language disorders affect millions of adults and children and can greatly affect an individual’s quality of life. Speech and language technologies have a huge potential for addressing speech and language disorders, both for rehabilitation as well as for assistive technology. Software incorporating linguistic technologies can provide objective, consistent, and tireless feedback to language-impaired users. We discuss existing software, the principles of using speech and language software for language deficits, how different types of feedback apply to specific disorders, and what new applications might be possible.

What are the pros and cons of using freeware platforms such as Asterisk to deploy speech applications? What challenges and hidden expenses are associated with deploying and maintaining a speech-enabled IVR solution? Other issues include using a freeware toolset to develop, test, deploy, and monitor an application; scalability issues; poor documentation; and the availability of competent resources to create a world-class solution. Learn the total cost of using a freeware speech platform compared to commercial platforms.

Some people are concerned that their privacy will be compromised by Google Glass users taking pictures without indicating that pictures are being taken. Others are concerned that their private conversations will be recorded. Will Google Glass distract drivers? A more general issue—what is the trade-off between privacy rights and the recording of activities using Google Glass, mobile phones, and monitoring devices?

The current model for IVRs is based on a defensive strategy of caller containment, leading to high levels of dissatisfaction from callers. With the customer data now available to corporations, what will it take to create a new model for IVRs that is predictive, proactive, and focused on effective self-service and timely routing? Will organizations be willing to accept a new model? Join us in this discussion to share your ideas and opinions about the changing role of IVR in today’s multichannel world.

With smartphones being used for more customer engagements, IVR has again become an integral part of the customer journey. The trick is to find a solution that your customers will actually use. New IVR technology can provide “smart help” to promote a true omnichannel customer experience strategy for your company. This session discusses how IVR systems can personalize and create a consistent user experience from the smartphone.

Speech morphing (or voice morphing) is changing one person’s voice to sound like another person. There are many technical issues to be dealt with, including the size and shape of the vocal apparatus, the pitch of his or her speech, the particular habits of the two speakers, the accents of the two people, and other linguistic elements. What are the strengths and weaknesses of voice morphing? When is voice morphing appropriate?

Patent law and practice evolve rapidly, and changes in statute, jurisprudence, PTO rules, and deals can alter the landscape rapidly. This sunrise session provides an informational forum to bring attendees up-to-speed with the latest changes with an opportunity to discuss emerging strategies.

The graphic design community has been heavily debating the necessity of skeuomorphism as of late. Skeuomorphs are essentially visual metaphors; designers use the look and feel of a known and understood thing to make the use of a new thing easier, such as the bookshelves used in iBooks. Join us for a discussion of skeuomorphism and an entirely new way of looking at the voice user interface design, one that discards skeuomorphism and will quite possibly change how people interact with IVRs.

The new multimodal reality provides the mobile user with a rich variety of methods for interfacing with a system, including speech, gestures and movements, touch, typing, and more. Therefore, designing multimodal interactions requires the integration of multiple recognition technologies, sophisticated user interfaces, and distinct tools for input and output of data. Join us in a discussion of the technological and usability challenges inherent in multimodality- based UI, the technologies and design which are innovative, and usability challenges inherent in multimodality- based user interfaces.

Wearables, including smart glasses, watches, and other smart objects, will exchange information and access cloud-based databases and processing. Users will interact with wearables to not only control smart objects in the home, the workplace, and everywhere else, but also to obtain help for assembling, testing, fine-tuning, and repairing things. With their shrinking or nonexistent displays, wearables require new kinds of user interfaces using speech and natural language understanding. Come see a short demonstrations of today’s wearables and discuss how they will be used.