Author: Bernhard Suhm
Bernhard Suhm is the Director of Professional Services in the AVOKE Call Center Analytics group at BBN Technologies. He has over 14 years of experience in speech recognition and interface usability. He recently rejoined BBN from Enterprise Integration Group (EIG), where he worked as a Sr. Consultant for two years. The Call Center Analytics group at BBN offers unique tools and services that allow call centers to optimize caller experience in a comprehensive fashion by analyzing calls end-to-end. The data-driven analyses methods that he co-developed mine end-to-end calls in a statistically rigorous way for opportunities to optimize IVR and speech dialogs, as well as how agents handle call. Prior to working at BBN, he spent several years with Interactive Systems Laboratories at Carnegie Mellon and Karlsruhe Universities on research in multilingual speech translation and multimodal interfaces. He received his Ph.D. in Computer Science 1998 from Karlsruhe University (Germany) for his research on multimodal error correction. Bernhard has co-authored several patents, and published papers on design and deployment methodologies, speech interface usability, multimodal interaction, speech-to-speech translation, and statistical language modeling.
Suhm, Bernhard, Bers, Josh, McCarthy, Dan, Freeman, Barbara, Getty, David, Godfrey, Katherine, Peterson, Pat (2002): A comparative study of speech in the call center: natural language call routing vs. touch-. In: Terveen, Loren (eds.) Proceedings of the ACM CHI 2002 Conference on Human Factors in Computing Systems Conference April 20-25, 2002, Minneapolis, Minnesota. pp. 283-290.
Suhm, Bernhard, Myers, Brad A., Waibel, Alex (2001): Multimodal error correction for speech user interfaces. In ACM Transactions on Computer-Human Interaction, 8 (1) pp. 60-98. http://doi.acm.org/10.1145/371127.371166
Oviatt, Sharon, Cohen, Philip R., Wu, Lizhong, Duncan, Lisbeth, Suhm, Bernhard, Bers, Josh, Holzman, Thomas C., Winograd, Terry, Landay, James A., Larson, Jim, Ferro, David (2000): Designing the User Interface for Multimodal Speech and Pen-Based Gesture Applications: Sta. In Human-Computer Interaction, 15 (4) pp. 263-322.
Suhm, Bernhard, Waibel, Alex, Myers, Brad A. (1999): Model-Based and Empirical Evaluation of Multimodal Interactive Error Correction. In: Altom, Mark W., Williams, Marian G. (eds.) Proceedings of the ACM CHI 99 Human Factors in Computing Systems Conference May 15-20, 1999, Pittsburgh, Pennsylvania. pp. 584-591. http://www.acm.org/pubs/articles/proceedings/chi/302979/p584-suhm/p584-suhm.pdf
Suhm, Bernhard, Peterson, Pat (2009): Call browser: a system to improve the caller experience by analyzing live calls end-to-end. In: Proceedings of ACM CHI 2009 Conference on Human Factors in Computing Systems , 2009, . pp. 1313-1322. http://doi.acm.org/10.1145/1518701.1518899