A
effective strategy:
Combine
Boyce (2000) prompt …
–Natural, conversational
–Efficient & fast for
majority of callers
–“I am an automated assistant.
You can speak naturally to me. How may I help you.”
… with “directed
re-prompting” (Blanchard &
Stewart, 2004)
–If fail on first try – give more
direction on second try
–Give direction in general
categories, as a person would, rather than dictate speech
examples
•Okay, in order to direct your call, please tell me if
you need to refill and existing medication, find out the status of your prescription order, or anything else …
•I’m not sure what you need, please tell me if you
want your account balance, or whether you needed to know if a payment has been applied to your
account
•Okay, in order to direct your call, please tell me if
you need to refill an existing prescription, or what else you want to speak to the Pharmacist about.
–