The Downside of Directed Dialogue NLU (Video)

Learn more about customer self-service at the next SpeechTEK conference.

Read the complete transcript of this clip:

Quinn Agen: Since 2012, when we first started developing and deploying our own speech recognition engine, there's been considerable improvements in speech recognition accuracy. We actually leveraged deep neural networks to reach human level accuracy. Our speech recognition today operates in 17 languages, and because of the way that we leverage the deep neural networks, we can spin up new languages in a matter of one to two months.

As I mentioned previously, the key to a conversational experience is allowing your customers to speak naturally, easily switch between any topic at any point in the dialogue. And really the holy grail to being able to have a human-like conversation is context and memory. If we're all having a conversation and I can't remember what we were talking about 15 or five minutes ago, or understand what you're referring to indirectly, then we're not going to make it very far in our conversation. The same thing applies for machine-to-human conversations. The underlying technology needs to have the ability to maintain context and memory, and understand what folks are referring to when they refer to something, or change topics.

This is very different than, let's say, legacy speech technologies that have been sort of monopolized in the market by large vendors up until today. Some key sore points, from a user experience, with those legacy speech recognition technologies is it's really a structured dialogue. Your customers will hear things like “say this to do that, you can say this to do that, say cancel to go back to main menu.” Again, obviously, this is not how humans talk. We don't consider that a conversational interface.

Just to sort of dive a little deeper into the comparison with directed dialogue or speech-enabled IVR applications that are out there today, as you can see, even though you can have a speech-enabled IVR, it is essentially a DTMF menu tree, and so there are scenarios where the customer will have to say certain things to navigate that menu. And that, of course, leads to a mixed user experience because if you present the user with an open question, natural language at the top, making him or her believe that they can speak naturally, and then two dialogue steps later you are limiting them and saying how they have to say something that leads to very low task completion rates and poor customer experience.

SpeechTek Covers
Free
for qualified subscribers
Subscribe Now Current Issue Past Issues
Related Articles

Best Practices for Active Listening in ASR (Video)

SpeakEasy AI CEO Frank Schneider offers essential tips on using AI and active listening to enhance automatic speech recognition in this clip from SpeechTEK 2018.

How Intelligent Agents Leverage NLU, Intents, and Entities (Video)

Ulster University Professor Michael McTear discusses how contemporary natural language-based intelligent agents use intents and entities rather than traditional parse trees in this clip from SpeechTEK 2018.

Guidelines for Designing Chatbots (Video)

Ulster University Professor Michael McTear identifies key resources for chatbot design best practices as well as tools and frameworks for building voice-user interfaces in this clip from SpeechTEK 2018.

How Users Interact with Different Types of Intelligent Agents (Video)

Ulster University Professor Michael McTear discusses how interactions differ with different intelligent agents, from one-shot dialogue to system-directed dialogue and mixed-initiative in this clip from his presentation at SpeechTech 2018.

Video: The Downside of Directed Dialogue NLU

Omilia's Nikos Kolivas discusses the value of context and memory in delivering human-like interactions in self-service contact centers in this clip from SpeechTEK 2018.

The Three Types of Intelligent Agents (Video)

Ulster University Professor Michael McTear breaks down the intelligent agent field in terms of type, technology, and functionality in this clip from SpeechTEK 2018.

How Machine Learning and AI Can Enhance Virtual Agent Training (Video)

USAA's Brett Knight discusses how USAA has used machine learning and AI in virtual agent training at the enterpise level in this clip from SpeechTEK 2018.

Why Customers Prefer Conversational Self-Service (Video)

Omilia's Quinn Agen discusses the advantages of taking a conversational approach in automated contact center customer care in this clip from SpeechTEK 2018.

How to Assemble a Conversational Development Team for Virtual Agents (Video)

USAA's Brett Knight describes all the players enterprises should assemble when planning conversational development for virtual agents in this clip from SpeechTEK 2018.

Video: How to Train Virtual Agents to Recognize Customer Needs

USAA's Brett Knight explains how to train virtual agents to anticipate customer needs more effectively in this clip from SpeechTEK 2018.

Video: Rules-Based Chatbot Design, Part 2: Visual Representation and Support

Aspect's Andreas Volmer discusses the value of visually representing conversational flow logic in chatbot design, and explores the advantages of a language-based approach over a statistically based approach in this clip from SpeechTEK 2018.

Video: How Amazon Connect Leverages AI in the Contact Center

Amazon Connect General Manager Pasquale DeMaio demos Amazon Connect AI-driven Lex chatbot in this clip from his keynote at SpeechTEK 2018.

Video: How Do You Build Engaging Contact Center Experiences?

AWS Head of Product, Language Tech Vikram Anzabhagan outlines 4 essential strategies for leveraging technology to make contact center interactions more personal, conversational, agile, and engaging in this clip from his SpeechTEK 2018 keynote.

Video: How Hardware Advances Have Transformed NLP

O'Reilly Media's Paco Nathan discusses the explosive growth in CPUs and GPUs that have opened new vistas for natural-language processing applications and rendered old approaches obsolete in this clip from his SpeechTEK 2018 keynote.

Video: What Can NLP Do for Your Converted Text?

Paco Nathan of O'Reilly Media's R & D Group discusses the benefits of natural-language processing (NLP) when working with text converted from video in this clip from his SpeechTEK 2018 keynote.

Video: How to Improve UX and User Rating for Your Alexa Skill

Witlingo Product Manager Navya Nayaki Yelloji discusses the successful product development and QA strategy Witlingo created for its Motley Fool Alexa Skill in this presentation from SpeechTEK 2018.

Video: Are Chatbots Here to Stay?

You can hardly visit a company website without a chatbot popping up to offer you help these days. But these days, chatbots are helping with everything from mental health to identifying possible online predators. Is this trend here to stay? We asked Michael McTear, Allyson Boudousquie, Debra Cancro, and Crispin Reedy at SpeechTEK 2018.

Companies and Suppliers Mentioned