4
EXPLOIT TECHNICAL INNOVATION
Speech Technology and UI Design
ŸIn addition to
–Make it friendly and easy to use
–Make the voice pleasant and conversational (equivalent
of color choice and graphics on the
web)
–Allow more callers to accomplish their tasks and
–More callers to accomplish their tasks quickly and more
efficiently
User
interface design in speech applications can change the apparent performance statistics of the
technology
itself
And …
realize the goal of many automation projects:
To
automate procedures and keep callers away from
representatives except when required
representatives except when required