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EXPLOIT TECHNICAL INNOVATION
Persona
Identify tasks
Model the Dialog
Derive prompts (natural,
conversational, coaching)
Include error recovery based on
overall dialog structure
AT&T’s Approach To
Persona Design
Example: Obtaining a Phone
Number
System:
Starting with the area
code, please enter your phone
number
User:
420-1194
System:
Great. Now, I just need the
area code for that number
System does not even
acknowledge error.
Recognizes the error and
intelligently asks for the
information it needs.
More natural request.
People use the term
area code when asking
for complete phone
numbers