Application Tuning and Analytics with Nuance Tools

The Nuance Application Reporting (NAR) tuning tool offers nearly 60 ways to effectively query deployment data logged by the Nuance Recognizer version 9 (or OSR) and Nuance Dialog Modules. These reports offer important options for viewing and analyzing application data to evaluate application performance. This course provides extensive hands-on exercises to explore the strategies for identifying what is happening in a system overall and for isolating potential problems. We discuss best practices for application tuners, project managers, and others working on a speech team. The course discusses application analysis with emphasis on:

• Analysis of individual and selected calls
• Analysis of each collection state, including success and frequency of nomatch, noinput and confirmation reprompts
• Transaction and task completion analysis
• Grammar effectiveness and efficiency
• End-call analysis to explore how, when and why callers hang up or transfer to the call center.

• Analyze data using the Nuance Application Reporting tool.
• Consider and analyze user defined data for transactions, as well as caller segmentation and database transfers
• Perform a hang-up analysis
• Perform a transfer analysis
• Identify strategies for tuning different kinds of problems within an application

• Application tuners
• Project Managers
• VUI Designers
• Grammar Developers

• Introduction
• Tuning Process/Metrics Review
• Call Analysis / Reports
  • Measuring success/Questions to ask
  • Identifying problems
  • Next steps/solutions
• End-Call Analysis
  • Hangups
  • Transfers
• Dialog Module Analysis
  • Measuring success/Questions to ask
  • Identifying problems
  • Next steps/solutions
• Transaction Analysis
  • Measuring success/Questions to ask
  • Identifying problems
  • Next steps/solutions
• Repository creation and maintenance (optional)
• Transcription tool
• Recognition and Accuracy reports
• Business Analysis
  • Business questions to ask
  • NAR reports to use to find answers
• Tuning Report
  • Elements/Template
  • Recommendations (support)
• Course Wrap-up

• Introduction to Speech Recognition
• Fundamentals of VUI Design (or familiarity with speech user interface design elements including call flow and prompting strategies)
• Understanding of speech applications development including grammars
• Application Tuning Overview

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Please fax the certificate directly to Speech University at 781.565.5001.

Questions? Please contact training@nuance.com