11
EXPLOIT TECHNICAL INNOVATION
Mapping
of User Intent to System Capabilities
This stage of analysis can be rich with renewed understanding of caller needs and business procedures
This stage of analysis can be rich with renewed understanding of caller needs and business procedures
What user wants to do
What system does
?
Labeling Guide
Call Flow
Example:
Telecom Customer Care – Unrecognized Number and Credit
•
User will ask about unrecognized number – intention is to get credit
for unrecognized number
•
User will ask for credit – wants to check on unrecognized number before
negotiating for credit