Vocalabs Newsletter: Quality Times

Issue
40

In This Issue


Visit us at SpeechTEK

The annual SpeechTEK conference and exhibition will take place next week at the New York Marriott Marquis. We invite you to visit us at Booth 507 on the exhibition floor for a demonstration of our award-winning IVR usability testing and customer feedback measurement services. During the week, we'll also be delivering a SpeechTEK University course on success metrics for speech applications and leading a discussion on new research in Voice User Interface (VUI) design.

I know this is a difficult year for travel budgets, and some people who often attend SpeechTEK won't make it this year. If you can't attend the show but are interested in an update on our services and latest research, let us know and we'll be happy to fill you in.

See you in New York next week!

Peter Leppik
CEO, Vocalabs
pleppik@vocalabs.com


Experiments in VUI Design

A year ago, Vocalabs challenged the speech industry to develop a more scientific, data-driven set of best practices for application design.  Our offer was simple: anyone interested in experimentally testing an aspect of VUI design could build some test applications and we would perform large-scale usability surveys for free.  The only requirements were that the data and results be made public for the benefit of the entire community, and that the experiment test an area of general interest.

Several companies took us up on our offer. Each company will present their research findings in a SpeechTEK panel session entitled "The VUI Showdown: Data for Menu Design." During the panel, you'll hear from:

  • Jenni McKienzie from Travelocity will present her findings on pause durations during prompts.
     
  • Silke Witt-Eshani from Tuvox will discuss a different experiment on the effect on pause durations during prompts.
     
  • Bob Costa from Nuance will present preliminary findings on caller reactions to different prompting styles.

Be sure to attend the VUI Showdown panel session on Wednesday, August 26th at 2:45 (Session B304). It promises to be a lively and interesting discussion.

In addition, while it wasn't part of our challenge, Leah Eyler from Dimension Data did a fascinating experiment on callers' reactions to highly personalized user interfaces.  She will be presenting her results on Monday, August 24th in Session A102 entitled "Delivering Personalized Caller Experiences."

We think this community experiment model of advancing the state of VUI design has proven to be very useful, and we are planning to underwrite more experiments in the future.  If you are interested in participating, please contact us.


SpeechTEK University Course: Success for Speech

We're doing something new this year: adapting one of our full-day Vocalabs University training sessions as a three-hour SpeechTEK University course.  The topic is "Success Metrics for Speech Applications," and we'll be talking about how to apply a scientific process of measuring prototype and application performance to building a speech application in order to improve the likelihood of project success.

Topics will include:

  • Setting Goals
  • Using Business Goals to Select Performance Goals
  • Creating Useful Metrics
  • Measuring Performance of Different Prototypes
  • Balancing Competing Goals
  • Continuing Measurement Post-Deployment

SpeechTEK University is a series of in depth seminars before and after the main SpeechTEK conference.  Our session, "Success Metrics for Speech Applications," will be held on Thursday, August 27th from 1:30 to 4:30 pm.


Peter Leppik Podcast Interview: Vocalabs Research Shows Apple Leads in Customer Satisfaction With Phone-Based Tech Support

Blake Landau, senior editor of CustomerMananagemetIQ, recently interviewed Vocalabs' CEO Peter Leppik. In the interview, Peter shares insights on the latest results of our Service Quality Tracker research which compares the quality of phone-based tech support at Apple, Dell and HP. Listen to the podcast here.

Download the Vocalabs PDF executive summary here.

 

 

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