Provided usability assessment and interaction design for ATT's Interactive Voice Response (IVR) service at their Customer Call centers.

How May I Help You?

In addition, AT&T Labs had created a cutting edge Natural Language Speech Recognition system with the greeting "AT&T, How May I Help You?" (HMIHY). The engine could be programmed to understand customers' spoken responses and figure out what service they want, conducting a dialog when necessary to gather further information.

This natural spoken dialog system had been successfully evaluated on live customer traffic in the AT&T Network. I was the Project Lead on creating a $850,000 proposal to implement the new HMIHY technology in the Customer Sales and Servicing environment.

IVR Evaluation and Proposal

Natural Language Speech Recognition By "natural', we mean that the machine understands and acts upon what people actually say, in contrast to what one would like them to say.

Audiotext Service Applications, Interactive Voice Response customer servicing, natural language engine, proposal writing