I work as speech interface design consultant at Enterprise Integration
Group (EIG). We work with many
Fortune 500 companies on maximizing usability and ROI of their automated
call-center systems. Prior to joining EIG, I worked for 5 years in the call
center solutions group at BBN technologies on data-driven methodologies for
evaluating and optimizing telephone voice user interfaces. My
research interests include speech recognition, speech-enabled
telephone applications, and multimodal interfaces, with a special
interest in Human-Computer interaction issues.
Select publications include:
Bernhard Suhm "IVR Usability Engineering using Guidelines and Analyses of
End-to-end Calls", in: Human Factors and Interactive Voice Response
Systems, Daryle Gardner-Bonneau and Harry E. Blanchard (eds.), Kluwer
Academic Publishers, to appear in 2006.
Bernhard Suhm et al.: "Audio-visual and multimodal speech-based
systems", pp.102-196 in: Handbook of Multimodal and Spoken Dialog
Systems, Dafydd Gibbon, Inge Mertins, Roger K. Moore (eds.), Kluwer
Bernhard Suhm, Brad Myers, and Alex Waibel: "Multimodal Error
Correction for Speech User Interfaces", ACM Transactions on
Computer-Human Interaction, Vol8, No.1, March 2001, pp. 60-98
Bernhard Suhm and Pat Peterson: "A Data-driven Methodology for
Evaluating and Optimizing Call Center IVRs" International Journal of
Speech Technology, June 2001.