A long
history …
–American
Express (Network World 1990)
¾Only 3 out of 3,000
callers spoke dollar amounts as required by service
¾30 sec explanation of
rounding amount reduced to 2 sec
¾Now Amex trials all new
voice processing technologies before deploying them
–
–AT&T
Voice Response Operator Service (1990s)
»Iterative
user testing of prompt designs lowered transaction times by half a second, working
out to savings of millions of dollars for AT&T and customers
–
¾Design of prompts – and other dialog elements –
can many times results in enormous improvements in success rates, eclipsing
improvements from tuning grammars and algorithms.
¾
Customers respond positively to ASR ... but ...
they expect it to be accurate, efficient, and satisfying