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Visual vs. Auditory

Information consumption Short-term memory

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Graphical User Interface (GUI)

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Voice User Interface (VUI)

Output Input Turntaking Conversational Dialog Flow

Sequential information consumption

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Business Requirements…

Business opportunity sets the stage ROI Pay per Call or Pay per Minute Call Volume, etc.

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And some experience…

Great VUI attracts callers and creates caller acceptance and a positive user-experience

Caller acceptance = business

Spend time to guarantee caller acceptance!

It’s hard to ‘fix’ bad perception

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Professionalism

Pleased to meet you. Hope you get my name

Language instinct Conversational structured dialog

What most decision makers know.......and what they don’t know

Technical skill-set (programming, integration) Design skill-set (.............)

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VUI - The Processes

Requirement Gathering & - Analysis Sample Dialogs & Wizard of Oz Test Design Strategy & Customized Recommendation Sound & Feel Definition Dialog Design Prompt Design Voice Recording & Coaching Post Production Audio Design Testing Refinement Phase Marketing & Rollout Support

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Why requirements gathering and – analysis?

Big classical mistakes regarding a voice project set-up

“They already started without us” The business customers’ investments in

expensive technical stuff & licenses Forgot about the end-users?

NEVER assume. Find out!

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Requirement Gathering & - Analysis

Customer Services (Help Desk, Call Center)

Functionality Infra-Structure & Back-End Business Requirements End Customers Marketing & Corporate Identity Team Members & Partners

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The Idea

It’s not about ‘fooling’ callers by making them believe they are talking to a human being...

It’s all about making them forget they are talking with a machine.

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Design Strategy

Barge-in Info on a Need-to-Know Base Short-cuts & Favourites Novice vs. Power Always Active Commands Event Handling Customization & Personalisation

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Sound & Feel Definition

Persona plus...... Rhythm and style of the dialogue Error handling Confirmation Strategies Use of non-speech audio (earcons,

etc.)

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Persona

What about the CI Sound and feel in prompt recording

Level of formality Pace and pausing Pitch excursions in the voice

Voice Selection & Decision Makers Wizard of Oz test

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Let`s Get Physical

Voice Production Support Natural Resonance

(Formant) & The Human Ear From CD-quality to

Phone-environment

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Voice Talent

personality & professionalism pitch related issues availability & how to deal

with it

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Voice Casting

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Conversational character

Respect your callers Think about how a dialog takes place Analyze human conversation and use it It’s relatively easy to trigger a reaction Finally, it’s all about prompting

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Dialog Elements - Menus

Items per menu Related items Information Global commands The Order of Menu Items Psychology & Memory The DTMF Option

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Dialog Elements – List & Form-Filling

Browsable list

The order of questions Capturing data Numerical data Presenting alternative phone

number

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Dialog Elements – Confirmation

Speech & Non-Speech Explicit Confirmation

Step by step Grouped

Implicit Confirmation Covered Confirmation

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Dialog Elements – Event-Handling

No-Match Confidence-level driven No-Input Being context related Escalation Info? Help?

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The only way to Quality Prompts

Prompt Design

Recording&

Voice-Coaching

Post- Production

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The Art of Prompting

Prompting According to Analysis

and Service Character Cognitive Psychology Briefness; less is more The use of Gimmick’s Effectiveness & Efficiency

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Prompt Design

Naturalness Conversational style Efficiency Understandability Persona & Voice Talent

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The initial open-ended prompt

System: “How may I help you?”

Where does it come from? Where does it work?

Don’t forget: it’s man-machine interaction.

Your callers haven’t…………

Person to person vs. man-machine Making fools of your callers

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e.g. Using the ‘I’ person

Being consistent Being consistent within the richness of a language

System: Die Sendung wurde am..Caller: WeiterSystem: Ich habe Sie leider nicht verstanden

For example within a NoMatchI

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Sample Dialogs

Banking

Shopping

Innovation

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VUI Perspective: Camera and Narrator

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Single – or Multi Persona ? And why?

“Persona” or language layer Event layer Prompt-integrated

Multi-Persona VUI Design - (Jun 20 2005)

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Some “State of the Art”?

“Mit dem Computer können Sie reden wie mit mir”

“Wenn Sie hilfe brauchen, sagen Sie “Hilfe”

They write prompts, don’t they????

“Wenn etwas nicht stimmt, sagen Sie “Korrektur”

“Stimmt das?”

Going for speech….

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“II don’t know how to love him.”

as: I don’t know, but maybe somebody else does. Or a declaration of not being able, feeling not capable enough or unworthy. Even a certain amount of insecurity could be expressed.

Voice Coaching: Example (1)

I Don‘t Know How To Love Him I Don‘t Know How To Love Him (A. Lloyd-Webber / (A. Lloyd-Webber / T. Rice)T. Rice)

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“I don’t don’t know how to love him.”

as: I wouldn’t know how. I have no clue. Maybe even: I’ve tried but I haven’t come up with a solution, it’s too hard or too difficult. Being mentally unable to solve the issue; my mind is not capable enough.

Voice Coaching: Example (2)

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“I don’t knowknow how to love him.”

as: I really gave up. Also like: I wouldn’t know how, but stronger. The situation is definite.

Voice Coaching: Example (3)

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“I don’t know howhow to love him.”

as: : I do not know in which way I should love him. For instance: like a brother or like a lover. Or like: to worship

Voice Coaching: Example (4)

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“I don’t know how to loveto love him.”

as: Ok, he is special, friendly and nice, but to love him....how does one do that? I mean, I know how to love my mother and father. I basically know how I deal with the feeling of being in love, but I am not able to place this person. I cannot identify my relation with this person.

Voice Coaching: Example (5)

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“I don’t know how to love himhim.”

Here it’s more related to the specific person. The revelation of the person plays an important role in the experience of the I-person. I know how to love him, him and him, but That guy......?....... I don’t know.....

Voice Coaching: Example (6)

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Conversational Dialog

“Conversational dialog is captured

during the recording session.“

Ten Guidelines for Designing a Successful Voice User Interface

- (Jan 6 2005)

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Natural Prompting: Directing Diversity

Intonation and its variety Concatenation

Numbers Rhythm & naturalness

Date & time (US; DE; EN) Names

Ambiguity Foreign pronounciation

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Live Demo

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Prompts & Concatenation

926 96

619 69

745 75

507 57

834 84

458 48

362 32

273 23

180 10

091 01 Names and ambiguity

Language issues Numbers

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Audio Design

System sounds Jingle (Branding) Landmarker Earcon

Audio-picture Prompt-connecting

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Down Sampling & Effects

Some RisksSyllables like „F“, „S“ or „Sh/Sch“

are hard to distinguish in a reduced frequency range (8kHz)

Example: InfoTalk (Talking T-Zones) „FACTS AND FUN“

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www.vui-experts.com