Tuesday, Jun 15

SpeechTEK Free Virtual Sessions


STK1. Why Voice AI, Why Now?

Tuesday, June 15: 11:00 a.m. - 12:00 p.m. (ET) / 8:00 a.m. - 9:00 a.m. (PT)

The future of customer service is rapidly evolving. Customer expectations are growing while patience is dwindling. Contact center costs are growing, and scaling while delivering exceptional experiences is becoming more challenging than ever.

Emerging technologies in CX are committed to resolving this conundrum, and Voice AI is at the frontline. Voice AI is the biggest disrupter to the customer experience, helping brands achieve the unimaginable: increasing revenue from customer loyalty while reducing operational costs.

For the first time ever, Voice AI is joining forces with human agents to improve CX by taking on Tier-1 issues, improving first contact resolution, and freeing up agents for escalations that require an empathic human connection that builds trust with customers.

How are leading commercial brands leveraging Voice AI in their customer journey? How is Voice AI used across industries - insurance versus hospitality, telecoms versus retail? What are the results? What’s the next frontier?

Learn more about this cutting edge technology that is becoming more mainstream than ever in this keynote.


, CEO, Replicant

, CTO and Co-Founder, Replicant

, Head of Product and Founding Member, Replicant


STK2. Empathy and Optimization: A Great Duo for CX

Tuesday, June 15: 12:30 p.m. - 1:30 p.m. (ET) / 9:30 a.m. - 10:30 a.m. (PT)

The future of work in customer service is all about how humans work alongside AI to create great customer experiences where customers feel understood and valued. Companies that ‘get it’ understand that AI is not a replacement but rather an enabler for the emotive responses that humans do best--the challenge they face is how to effectively blend AI and human interactions that are empathetic and meaningful for the customer.

Join us to learn more about:

-What does AI mean for the contact center

-Where is empathy important

-How to optimize the customer experience


, Vice President of Product, Concentrix

, GVP of Sales, Customer Experience Modernization, Concentrix


STK3. Case Study - Quality, Reliability, Scalability and Accuracy for the Contact Center

Tuesday, June 15: 2:00 p.m. - 3:00 p.m. (ET) / 11:00 a.m. - 12:00 p.m. (PT)

Bespoken is the leader in automated testing, training and monitoring for voice and chat. In this session, we will review our work with EPCOR, a major Canadian utility company, and how we increased customer satisfaction and ROI in their contact cetner. We worked with EPCOR to rapidly accelerate and improve their new IVA solution for reporting power outages.

This included:

- Raising quality and fixing bugs via our automated functional testing

- Increasing accuracy of speech recognition and understanding via our usability performance testing

- Ensuring reliability via ongoing monitoring and reporting

- Improving scalability via load testing

Join for what will be a compelling and practical session with Emerson Sklar, Chief Evangelist of Bespoken.


, Chief Evangelist, Bespoken Holdings, Inc.

A Free Virtual Event Featuring Sessions By