Expert profile: Dr. Bernhard Suhm

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 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
 Academic Publishers.

 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.