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EXPLOIT TECHNICAL INNOVATION
Design Principles: Greeting Prompt
ŸA effective strategy:
ŸCombine 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.”
Ÿ… 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.
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