The Mobile Game Changer (with audio)
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Bill Meisel of TMA Associates is the guest speaker revelaing how the mobile phone speech interface has grown and changed the call center and IVR game as well as growth potential for changing with the mobile game. For more info, visit www.spoken.com
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The Mobile Game Changer (with audio)
- 1. Spoken free webinar: The Mobile Game-Changer @spokencomm #mobile #callcenter When the caller experience matters © Spoken Communications 2010. All rights reserved.
- 3. Spoken Communications Spoken Communications is a leading provider of proprietary speech recognition technologies for call centers and hosted virtual call center systems. Currently supporting over 2,000,000 minutes per month in hybrid human-assisted speech recognition, call recording, and virtual phone switch and distribution systems, Spoken is a proven leader in the call center customer service, sales and support industry. @spokencomm #mobile #callcenter When the caller experience matters © Spoken Communications 2010. All rights reserved.
- 4. Bill Meisel, TMA Associates Bill Meisel, Ph.D., president, TMA Associates ( www.tmaa.com ), is publisher and editor of Speech Strategy News (a paid-subscription newsletter launched in 1993), and a consultant on market and product opportunities created by the maturing of speech technology. His experience in speech technology includes founding and running a speech recognition company. As an independent consultant since 1991, he is a well-known industry analyst and has edited two books on the Voice User Interface design. Meisel is co-organizer of the Mobile Voice Conference ( www.mobilevoiceconference.com ) with the non-profit Applied Voice Input Output Society, where he serves as Executive Director. Meisel has a B.S. in Engineering from Caltech and a Ph.D. in Electrical Engineering from USC. He began his career as a professor of Electrical Engineering and Computer Science and published the first textbook on computer pattern recognition. @spokencomm #mobile #callcenter When the caller experience matters © Spoken Communications 2010. All rights reserved.
- 5. Does your call center match the expectations of mobile customers? The Mobile Game-Changer Bill Meisel President, TMA Associates Editor, Speech Strategy News www.tmaa.com [email_address]
- 20. Nuance Mobile Care An App running on the smartphone
- 22. Guide Screen: Red flag When the caller experience matters Red flag = Speech recognition low confidence score Guide listens and corrects
- 23. Guide Screen: Yellow flag Yellow flag = medium confidence score Guide listens and verifies “ Bill Smith ” is correct
- 34. Spoken free webinar: The Mobile Game-Changer @spokencomm #mobile #callcenter When the caller experience matters © Spoken Communications 2010. All rights reserved.
Editor's Notes
- Thanks for having us here today. I ’m XX, and I’m the XXX at Spoken Communications, the speech recognition technology company that makes speech recognition work the way it should. Can we go around the table and introduce each person with a bit of background?
- Thanks for having us here today. I ’m XX, and I’m the XXX at Spoken Communications, the speech recognition technology company that makes speech recognition work the way it should. Can we go around the table and introduce each person with a bit of background?
- Thanks for having us here today. I ’m XX, and I’m the XXX at Spoken Communications, the speech recognition technology company that makes speech recognition work the way it should. Can we go around the table and introduce each person with a bit of background?
- Pyramid Research report: Smartphone sales will reach 69 million units in 2010 A new study by Pyramid Research estimates the smartphone market in North America. The report indicates that the total smartphone sell-through in North America will reach 69 million units in 2010, up 37.9% from 2009, representing 39% of total mobile handsets sold during the period. Pyramid expects that, over the next five years, total smartphone sell-through will increase at a CAGR of 19%, reaching 167.1 million units, 72% of total mobile handset sell-through in 2015.
- Next generation interactions Dynamic call-flow, controlled by the user Intelligent confirmation and correction Contextual awareness Leverage prior knowledge Problem solving Robust understanding
- Let me give you a quick introduction to Spoken. Spoken provides speech recognition solutions for call centers so that they can work at peak efficiency and provide even better customer service. We offer a fully virtual call center solution that we host, and our primary offering is unique: the Guided Speech IVR, which we ’ve dubbed a CVR, for Conversational Voice Response--more about that in a bit. The basic idea is a hybrid model: automation with a human safety net for peak accuracy. And we accomplish that with Spoken’s patented human Silent Guides, human beings that monitor in the background and jump on to the call in real time to make corrections to speech rec, but never speak to the caller. And because of that patented technology, we can guarantee ROI if your operation is at least a $20 MM proposition.
- Let ’s take a look at what it’s like to be a Spoken human Silent Guide. We’ve got a call coming in, and the first questions are green, so we just sit and wait. But the zip code flags red, so we know to listen to that utterance and type in the correction. Meanwhile, of course, the caller is still live on the line, conversing with the CVR, unaware that we are making corrections in the background.
- As the conversation continues with the CVR, we see that “Bill Smith” flags yellow. That means that the ASR (speech recognition engine) was only moderately confident it’s correct. So we, the Silent Guide, listen in and verify that yes, “Bill Smith” is correct.
- A recent survey conducted by the Customer Experience Foundation on behalf of Empirix Inc. ,
- Thanks for having us here today. I ’m XX, and I’m the XXX at Spoken Communications, the speech recognition technology company that makes speech recognition work the way it should. Can we go around the table and introduce each person with a bit of background?