A 2-Day Immersion into the
Expanding Role of Conversational
AI in the Contact Center
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WHY THE VOICE OF CUSTOMER SERVICE?
The Voice of Customer Service is a unique event that explores omnichannel customers’ journeys, spanning IVR, chatbots, and latest AI.
This event will allow the tech community to safely share ideas and introduce innovative IVR, Voice Tech and Ai technology that are essential to the way we communicate.
You’ll be able to participate in all the awe-inspiring presentations for FREE, wherever you are in the world.
The Program
09
December
Wednesday
Wednesday
ALL TIMES EASTERN
-
10:00 AM – 10:10 AM WELCOME
BRADLEY METROCK (HOST, THIS WEEK IN VOICE) -
10:10 AM – 10:30 AM
OPTIMIZING IVR PERFORMANCE TO DELIGHT USERS AND REDUCE COSTS
John Kelvie (CEO, Bespoken) +
Emerson Sklar (Chief Evangelist, Bespoken) -
10:30 AM – 10:50 AM
HOW IVR TO OPTIMIZES SERVICE CHANNELS AND PROVIDES A BETTER CUSTOMER EXPERIENCE.
Chris Caile, Sr. Principal Product Marketing Manager – Nuance -
10:50 AM – 11:20 AM
AN IN-DEPTH REVIEW ON HOW TEXT-TO-SPEECH WORKS
Rasmus Dall – Cobalt Speech -
11:20 AM – 11:40 AM
THE DATA SCIENCE BEHIND MODERN CONTACT CENTERS
Joao Freitas – DefinedCrowd -
11:40 – 12:00 AM
CATEGORIES COLLIDE – THE INTERFACE OF THE HUMANITIES AND TECHNOLOGY IN CONVERSATIONAL AI
Ciara Anderson – Quantiphi -
12:00 – 12:20 PM
SPEECH-TO-TEXT FOR CUSTOMER SERVICE
Catherine Breslin – KingFisher Labs -
12:20 PM – 12:40 PM
DESINING IVR CONVERSATION AGENTS TO BE MORE HUMAN
Kane Simms, Dustin Coates – VUX World -
12:40 PM – 1:00 PM
HOW VOICE ASSISTANTS HELP WITH INCREASED CALL VOLUMES DURING A CRISIS
Will Hall, Chief Creative Officer – RAIN Agency -
1:00 PM – 1:20 PM
HOW TO BUILD A TELEPHONE/IVR SYSTEM: UX BEST PRACTICES
VoiceFlow -
1:20 PM – 1:40 PM
DRIVING DIGITAL TRANSFORMATION WITH INTELLIGENT VIRTUAL ASSISTANTS
Interactions -
1:40 PM – 2:00 PM
BOOST YOUR INTELLIGENT ASSISTANTS WITH UX TESTING
Inge De Bleecker – Applause -
2:00 PM – 2:20 PM
LEVERAGING VOICE BIOMETRICS IN THE DIGITAL CONTACT CENTER
Ashok Krish – Kaizen Technologies -
2:20 PM – 2:40 PM
OUTSTANDING CUSTOMER SERVICE AT LOWER COSTS THROUGH CONVERSATIONAL AI
Derek Roberti – Cognigy -
2:40 PM – 3:00 PM
SUCCESS STORIES OF SONIC BRANDING WITHIN CUSTOMER SERVICE OPERATIONS
Audrey Arbeeny – Audio Brain
10
December
Thursday
Thursday
ALL TIMES EASTERN
-
10:00 AM – 10:10 AM WELCOME
BRADLEY METROCK (HOST, THIS WEEK IN VOICE) -
10:10 AM – 10:50 AM
GPT-3 and the OpenAI API for Customer Support
Steve Tingiris (CEO, Dabble Lab) -
10:50 AM – 11:10 AM
VOICE DESIGN FROM A LINGUIST’S PERSPECTIVE
Joan Palmiter Bajorek – Women in Voice -
11:10 AM – 11:30 AM
CASE STUDY: MODERNIZING IVR SYSTEMS WITH VOICE AI
Pete Haas – Verascape -
11:30 PM – 11:50 PM
TUNING CONVERSATIONAL AI FOR CUSTOMER SERVICE
Karen White (Developer Marketing Manager, Rasa)
Voice-enabled tools have subtly trained us. We change our behavior to use them: speak briefly, use simple commands, and enunciate loudly and clearly.
But when we look beyond use cases like “turn on the lights” or basic IVR phone menus, we start to build customer service technologies that have real potential to help users. That means we can begin to “unlearn” some of the limitations associated with earlier generations of voice apps and empower customers to use natural-sounding conversation to interact with software.
One of the keys to modeling complex conversations is remembering context, even when the user switches topics. In this talk we’ll explore the mechanisms behind AI-driven dialogue and how it enables voice assistants to take on customer contacts that used to be handled exclusively by human agents.
Our Sponsors
Meet the Speakers
John Kelvie
CEO
Bespoken
Steve Tinigris
Founder
Dabble Lab
Emerson Sklar
Chief Evangelist
Bespoken
Bradley Metrock
Founder
Project Voice Series
Rana Gujral
CEO
Behavioral Signals
Joan Palmiter Bajorek
CEO
Women in Voice
Joao Freitas
CTO
Defined Crowd
Catherine Breslin
Consultant, Voice and Language Technology, Machine Learning
Ciara Anderson
Conversational Voice Engineer
Quantiphi
Ashok Krish
President
Kaizen Technology
Karen White
Project Marketing
Rasa
Pete Haas
Application Development Manager
Verascape
Jason Fields
Voice Strategy Officer
Voicify
Derick Roberti
VP Technology
Cognigy