EIG IVR Workshop Agenda

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The Changing Telephone Channel

Optimizing IVR & Speech in the Age of Smartphones and Alexa

Workshop Agenda - Tuesday, February 13

8:00

8:30am

Continental Breakfast

8:30

8:45am

Introductions and Opening Remarks

8:45

9:30am

New Channels to the Contact Center: IVR, Speech, Natural Language, Artificial Intelligence, Visual IVR, Siri, Alexa, Chat.  How customer service is changing.

9:30

10:00am

Human Factors and Ergonomics

10:00

10:15am

Break

10:15

11:15am

Speech Recognition - Business and Technology Overview

11:15

12:00

“Say Anything” Natural Language and Predictive IVR

12:00

1:00pm

Lunch

1:00

1:45pm

Menu Design Best Practices

1:45

2:45pm

Scripting Best Practices

2:45

3:00pm

Break

3:00

3:30pm

Scripting Exercises

3:30

4:30pm

Wizard of Oz Testing

 

 

Adjourn - 4:30

Workshop Agenda - Wednesday, February 14

8:00

8:30am

Continental Breakfast

8:30

9:15am

“Getting the Voice Right” - GM Voices

9:15

9:45am

“Error-Free” Design - Progressive Disclosure - when and how to provide hints and examples

9:45

10:15am

“Error Free” Design - Grounding, Turn-Taking, Confirmation, Yes-No and One-Shot Recovery Dialogues

10:15

10:30am

Break

10:30

11:15am

More Natural Dialogues (e.g. Alexa)

11:15

12:00

Omni-Channel Voice and Visual User Interfaces (e.g. Smartphones)

12:00

1:00pm

Lunch

 

Attendees will be separated into sub-groups after lunch for more personalized, interactive sessions

 

 

Track 1

Track 2

Track 3

1:00

2:00pm

Voice Biometrics

Strategy / Scripting / Voice Recordings

Review Homework Assignment

2:00

3:00pm

Review Homework Assignment

Voice Biometrics

Strategy / Scripting / Voice Recordings

3:00

4:00pm

Strategy / Scripting / Voice Recordings

Review Homework Assignment

Voice Biometrics

 

 

Adjourn - 4:00

 

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