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March 10 - 12, 2008 San Diego, CA March 10 - 12, 2008 San Diego, CA San Diego Marriott Hotel & Marina www.VoiceSearchConference.com Primary Sponsors Caller Experience Analytics Supporting Another Innovative Solution From BBN Technologies Sponsors Welcome to the inaugural Voice Search Conference. hank you for helping to move this can simplify user interfaces and accelerate Tfundamental development forward. the adoption of many creative products and Voice Search leverages advances in speech services. Our many sponsors agree and have technology to make applications and services made it easier for us to deliver a top-notch easier to use. Th e basic Voice Search principle user experience for att endees. We hope you is to reduce complexity and the number agree. of steps that a user must take to achieve an objective. Enjoy the conference! Th e program committ ee: Our guiding principle in producing this Bill Meisel, President, TMA Associates conference is to reduce the number of steps K.W. “Bill” Scholz, President, AVIOS, and you need take to make the most of this President, NewSpeech LLC development in advancing your business. Tom Schalk, Vice President, Voice Tech- Our objective has been to draw together nology, ATX Group experts and practical examples of what is being done and what can be done in applying Voice Search. We believe that Voice Search AVIOS Board of Directors Sara Basson, Program Director - Human Alexander Rudnicky, Principal Systems Ability, IBM - T.J. Watson Research Scientist, Carnegie Mellon University Center Th omas Schalk, Vice President, Voice Neal Bernstein, Senior Director, Local & Technology, ATX Group, Inc. Mobile Search, Microsoft K.W. “Bill” Scholz, President, AVIOS, and Michael Cohen, Manager, Speech Tech- President, NewSpeech LLC nology Group, Google Markett a Silvera, Chief Executive Offi cer, Susan Hura, Principal, SpeechUsability Apptera Alan Knipe, Founder, StarNet Systems Kim Silverman, Manager, Spoken Lan- James Larson, Columnist, Information guage Technologies, Apple Computer Today, Inc. Nava Shaked, CRM & CC Practice Leader, John Oberteuff er, Chairman Advisory Global Business Services, IBM Israel Committ ee, Fonix Michael Wehrs, Vice President Evangelism Ron Owens, Director Multimedia Applica- & Industry Aff airs, Nuance tions PSO, Nortel Matt Yuschik, Human Factors Specialist, Bruce Pollock, Vice President, Profes- Convergys Corporation sional Services, West Corporation Patt i Price, Principal, PPRICE Speech and Language Conference organizers Th e new Voice Search Conference is AVIOS is a not-for-profi t educational organized by Applied Voice Input Output organization founded in 1981. For many Society (AVIOS), the non-profi t educational years, the AVIOS annual conference was organization; and Bill Meisel, president, the only forum dedicated to practical TMA Associates, and Editor, Speech applications of advanced speech Strategy News. Th e organizers’ deep and technology. Most recently, long experience in practical applications AVIOS helped organize and business of speech technology—as well content for other conferences, as delivering successful conferences—is and now has launched the Voice refl ected in the program. Search Conference. As a bonus, att endees to the conference receive Bill Meisel’s TMA Associates publishes AVIOS membership and benefi ts. See www. Speech Strategy News, a paid-subscription, avios.org for more information. no-ads business newslett er writt en by Meisel. Bill also provides consulting services and other resources for businesses impacted by voice search and the maturing of speech recognition, text- to-speech, speaker verifi cation, and other advanced speech technologies. See www. tmaa.com for more information. Conference at-a-glance For program updates & further details, see www.voicesearchconference.com 7:30 am Continental Breakfast Marina Ballroom Foyer 8:15 K1: Keynote panel: Welcome and introduction to the AVT Seminar Marina G 8:20 − K2: Keynote panel: What is diff erent about Voice Search technology (and what isn’t) 9:20 Marina G AVIOS Applied Voice Technology Seminar Demonstration Derby (Marina G) (Marina F) 9:30 − A102: Delivering high-volume Voice Search applications B102: Directory assistance 10:30 10:30 Break 11:00 − A103: Dealing with unstructured searches B103: Contact center automation & analytics 12:30 12:30 pm Lunch 1:30 − A104: Th e Voice User Interface in Voice Search B104: Local & general mobile search Monday, March 10 Monday, 2:30 2:45 − A105: Standards & multimodality B105: Innovative speech technology 3:45 3:45 Break sponsored by LNTS 4:00 − A106: Special topics in Voice Search B106: Supporting speech technology 5:15 5:15 Wine & cheese reception and AVIOS Student Application Contest Awards Ceremony 7:30 am Continental Breakfast Marina Ballroom Foyer 8:00 K3: Keynote panel: Conference introduction: Why we’re here Marina G 8:15 − K4: Keynote panel: How big is the Voice Search opportunity & how high the hurdles? 9:30 Marina G Applications, strategy, business models, & Call Center automation & Unifi ed Design strategies, tools, & delivery platforms 1 marketing Communications 1 (Coronado) () () 1 (Coronado) (Marina G) (Marina F) 9:45 − A201: Business models in Voice Search B201: Multimodal user interfaces C201: Th e impact of Voice Search & mobile ads 11:00 on call centers 11:00 Break sponsored by TalkHouse 11:15 − A202: Applications of Voice Search I B202: Delivery platform options C202: Customer-friendly call center applications 12:15 12:30 pm Lunch sponsored by LumenVox Coronado Terrace Tuesday, March Tuesday, 1:30 − A203: Searching audio/video sources on the Web B203: Dialog strategies for Voice Search C203: Infrastructure for contact centers adapting 2:30 to Voice Search 2:45 − A204: Directory Assistance & Local Search B204: Th e role of standards C204: Supporting mobile devices in call center 3:45 applications 3:45 Break sponsored by CallMiner 4:00 − A205: Delivering relevant ads B205: Voice hosting: Outsourcing the voice C205: Speech analytics for business intelligence 5:15 infrastructure or application 7:00 Casino Night and Dinner sponsored by Call Genie, IBM, Nuance, vlingo, and VoiceBox Technologies 7:30 am Continental Breakfast sponsored by Voice Compass Marina Ballroom Foyer 8:00 − K5: Keynote panel: How will contact centers evolve in the Voice Search era? 9:30 Marina G Applications, strategy, business models, & Call Center automation & Unifi ed Dimensions of voice search marketing Communications (Coronado) (Marina G) (Marina F) 9:45 − A301: Speech & mobility B301: Converting voicemail to text C301: Improving the user experience 11:00 11:00 Break 11:15 − A302: Applications of Voice B302: International & multilingual services C302: Agents & automation 12:30 Search II 12:30 pm Lunch 1:45 − A303: Agent support of automation in services B303: “Personal assistant” & avatar services C303: Managing communications Wednesday, March 12 Wednesday, 3:00 3:00 Break 3:15 − K6: Closing debate: Lessons we should take from the conference (Panel) 4:30 Marina G Principal Sponsors and collaboration for the globally-integrated enterprise. IBM shares its speech soft ware with clients and partners, providing intel- www.callgenie.com lectual property, engineering expertise and Call Genie, Inc. is a leading provider of en- design services to improve their products and hanced Voice-enabled Mobile Local (“VoMo- solutions. Lo”) search products and services to Wireless Carriers, Directory Assistance providers, and Yellow Pages publishers. Off ered as a turn- key or ASP solution, Call Genie’s Enhanced Voice Directory (EVD™) platform enables companies to off er a comprehensive, voice- enabled business category search service to www.nuance.com consumers and business customers. EVD™ is Nuance Communications, Inc. (NASDAQ: network, handset and location independent, NUAN) is a leading provider of speech and and can be incorporated into any existing imaging solutions for businesses and con- DA service or deployed as a stand-alone of- sumers around the world. Its technologies, fering. Call Genie won the 2006 Yellow Page applications, and services make the user ex- Association Industry Excellence Award for perience more compelling by transforming Marketing Innovation in North America, the the way people interact with information and 2006 Whitaker Innovation Award in Europe, how they create, share, and use documents. and the 2006 118 Tracker Award for Technol- Every day, millions of users and thousands of ogy Innovation in the UK. businesses experience Nuance’s proven ap- plications. For more information, please visit www.nuance.com. www.ibm.com As a pioneer in speech recognition technol- ogy, IBM is focused on taking this technol- ogy to the various touchpoints of an increas- www.vlingo.com ingly mobile world. You will fi nd IBM speech Vlingo Corporation delivers a voice-pow- soft ware enhancing the driver’s experience ered interface for mobile phones. Leveraging including features like the control of the car a new technology called adaptive Hierarchical radio and the navigation system. IBM soft - Language Models (HLMs), vlingo’s approach ware, hardware, and services are transforming allows carriers and mobile application provid- healthcare delivery, helping children learn to ers to quickly and inexpensively voice-enable read, providing improved customer service any application – without custom engineer- and new business insight through self service ing or in-house speech expertise. Unlike con- and deep analytics. IBM is combining speech ventional voice recognition technologies that and translation technologies
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