I’m writing this from the first annual Voice Search Conference in San Diego. I’m also banging this stuff out real quick-like so I apologize in advance for any slovenliness of form and grammar. Additionally, the chambermaid at the Chateau de Marriott is battering the door because she insists my bed needs to be made and mints strewn lovingly across my pillow. All very distracting.

In the meantime, some scattered thoughts:

- First, somebody really needs to come up with names distinguishing voice-powered search versus audio mining (there’s ambiguity because both are often labeled “voice search”) This convention, based on the opening keynote (which I covered in today’s Speech Tech news) and the titles of upcoming panels, focuses pretty much on voice-powered search. There is a panel tomorrow called “Searching Audio/Video Sources On The Web And In Enterprises” that I will attend. Though so far, it looks like the only panel dedicated to audio mining.

- Given the great potential for audio mining (i.e., more accurate multimedia searches, targeted advertising, etc), it would be nice to see greater representation. Of course, the convention just got started, so if I’m wrong, I’ll be sure to post a picture of myself devouring a crow [We hope so -Ed.].

More on Ryan’s [mis]adventures, after the jump. (more…)

I got a phone call last week from Gilad Odinak over at Spoken Communications, in response to the blog post I wrote about the guided IVR used by Spiegel Brands and powered by Spoken. My gripe was that, when I called Spiegel to check out the IVR, all I got was a DTMF interface. Boo! I wanted to experience some guided self-service with natural language, but came up short.

Gilad told me that, at times, the Spiegel contact center and its hardware can get a bit funky — blame the network and the equipment. He said that I should try calling again, when the system wasn’t all wonky. Well, I did today and am happy to say I got to chat with “Lindsay,” the virtual agent who guided me through a few ridiculous requests I made. Here’s a transcript: (more…)

Over the past month, I have been investigating agent-assisted IVRs, and working through some of the implications the technology may have on the contact center/IVR space. Today, I decided to give them a try. One company that uses the guided IVR, Spiegel, talked to me during an interview about their experience with the IVR, which is provided by a vendor named Spoken Communications. I called up Spiegel’s toll-free number (1.800.345.4500), was greeted by a standard welcome message, given the choice of four prompts, and…..was put on hold for a live agent.

I was not expecting this! Though Spiegel owns a variety of other retail companies - I tried two others, as well - I never got to experience the company’s guided IVR. According to both Spiegel and Spoken, I would be greeted by a simple How can I help you? (natural language! yay!), but no such message popped up. So, what’s the deal? Was I horribly misinformed, or did I call the wrong Spiegel Brands company?

I really wanted to test out the guided system, but have come up empty-handed. If anyone has information about how to access the guided IVR for Spiegel, let me know. When I try it out again, I’ll be sure to post with my review. Until then, see the post below for editorial assistant Ryan Joe’s recounting of his mother’s IVR nightmare.

Let’s hope the airline in question cleans up its act! Or else face the wrath of Mrs. Joe.