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EXPLOIT TECHNICAL INNOVATION
Design Principles: Natural Language
ŸThe
Greeting Prompt
ŸBoyce
(2000)
–“I
am an automated assistant. You can speak naturally to me. How may I help you.”
–Several
laboratory and on-line system studies: balance between performance (best
language in responses) and customer preference
ŸOther
strategies
–Provide
examples of what to say -- “prime” callers
•Welcome to Clarion Wireless Customer Service. You can
ask me about things like ‘minutes used’, ‘automatic payments’, and ‘calling plans’. So, how can I help you with your
account?
•… You can say things like “I want to activate my
phone’ and ‘I want to change my voicemail password” … (Sheeder & Baloguh, 2003)
à This has not worked with AT&T VoiceTone