Tell-Eureka Names Hubbell and Krogh to Lead VUI Team
NEW YORK - Tell-Eureka has named Bell Labs alumnus Dr. James Hubbell and industry veteran Peter Krogh to head up its Voice User Interface team. With a focus on usability and delivery of a high-quality caller experience, they will continue development of LevelOne Virtual CSR and further enhance its intuitive customer dialogues for this award-winning voice self-service solution.
LevelOne provides contact centers with automated virtual agents that interact with callers to troubleshoot technical support problems and that are highly effective at resolving caller issues. With an experience much like the one provided by a live agent, callers have consistently given LevelOne high marks for usability in its customer satisfaction survey. More than 90 percent of customers that used LevelOne over the past year said that they liked the automated service and would use it again to resolve an issue. LevelOne, using advanced speech recognition technology, has the ability to understand the reason for a call and provide tailored instructions that are specific to each issue. LevelOne steps the caller through the troubleshooting process and ensures that each task is completed successfully to avoid callbacks. Through this process-driven approach, LevelOne attains high resolution rates, handling the most common calls and freeing live agents to focus on more complex caller requests. Hubbell is an expert in human factors with in-depth experience in developing voice and multi-modal applications and in usability evaluation. In addition to his work at Bell Labs and ATandT Labs, Hubbell founded Design for Users and served as a project manager for Human Factors International. He holds a Ph.D. in Experimental Psychology from Iowa State University and has authored and presented numerous papers. Krogh is an industry authority on VUI design. Prior to joining Tell-Eureka, he founded VUI Design Services, where he created state-of-the-art speech recognition applications. Previously he served as the director of voice design for Voxeo and was a program manager for Microsoft. He frequently speaks at industry events like SpeechTEK and has published numerous articles on voice application design.