voiceandvision. visual vs. auditory information consumption short-term memory
TRANSCRIPT
voiceandvision
voiceandvision
Visual vs. Auditory
Information consumption Short-term memory
voiceandvision
Graphical User Interface (GUI)
voiceandvision
Voice User Interface (VUI)
Output Input Turntaking Conversational Dialog Flow
Sequential information consumption
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Business Requirements…
Business opportunity sets the stage ROI Pay per Call or Pay per Minute Call Volume, etc.
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And some experience…
Great VUI attracts callers and creates caller acceptance and a positive user-experience
Caller acceptance = business
Spend time to guarantee caller acceptance!
It’s hard to ‘fix’ bad perception
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Professionalism
Pleased to meet you. Hope you get my name
Language instinct Conversational structured dialog
What most decision makers know.......and what they don’t know
Technical skill-set (programming, integration) Design skill-set (.............)
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VUI - The Processes
Requirement Gathering & - Analysis Sample Dialogs & Wizard of Oz Test Design Strategy & Customized Recommendation Sound & Feel Definition Dialog Design Prompt Design Voice Recording & Coaching Post Production Audio Design Testing Refinement Phase Marketing & Rollout Support
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Why requirements gathering and – analysis?
Big classical mistakes regarding a voice project set-up
“They already started without us” The business customers’ investments in
expensive technical stuff & licenses Forgot about the end-users?
NEVER assume. Find out!
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Requirement Gathering & - Analysis
Customer Services (Help Desk, Call Center)
Functionality Infra-Structure & Back-End Business Requirements End Customers Marketing & Corporate Identity Team Members & Partners
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The Idea
It’s not about ‘fooling’ callers by making them believe they are talking to a human being...
It’s all about making them forget they are talking with a machine.
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Design Strategy
Barge-in Info on a Need-to-Know Base Short-cuts & Favourites Novice vs. Power Always Active Commands Event Handling Customization & Personalisation
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Sound & Feel Definition
Persona plus...... Rhythm and style of the dialogue Error handling Confirmation Strategies Use of non-speech audio (earcons,
etc.)
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Persona
What about the CI Sound and feel in prompt recording
Level of formality Pace and pausing Pitch excursions in the voice
Voice Selection & Decision Makers Wizard of Oz test
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Let`s Get Physical
Voice Production Support Natural Resonance
(Formant) & The Human Ear From CD-quality to
Phone-environment
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Voice Talent
personality & professionalism pitch related issues availability & how to deal
with it
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Voice Casting
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Conversational character
Respect your callers Think about how a dialog takes place Analyze human conversation and use it It’s relatively easy to trigger a reaction Finally, it’s all about prompting
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Dialog Elements - Menus
Items per menu Related items Information Global commands The Order of Menu Items Psychology & Memory The DTMF Option
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Dialog Elements – List & Form-Filling
Browsable list
The order of questions Capturing data Numerical data Presenting alternative phone
number
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Dialog Elements – Confirmation
Speech & Non-Speech Explicit Confirmation
Step by step Grouped
Implicit Confirmation Covered Confirmation
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Dialog Elements – Event-Handling
No-Match Confidence-level driven No-Input Being context related Escalation Info? Help?
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The only way to Quality Prompts
Prompt Design
Recording&
Voice-Coaching
Post- Production
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The Art of Prompting
Prompting According to Analysis
and Service Character Cognitive Psychology Briefness; less is more The use of Gimmick’s Effectiveness & Efficiency
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Prompt Design
Naturalness Conversational style Efficiency Understandability Persona & Voice Talent
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The initial open-ended prompt
System: “How may I help you?”
Where does it come from? Where does it work?
Don’t forget: it’s man-machine interaction.
Your callers haven’t…………
Person to person vs. man-machine Making fools of your callers
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e.g. Using the ‘I’ person
Being consistent Being consistent within the richness of a language
System: Die Sendung wurde am..Caller: WeiterSystem: Ich habe Sie leider nicht verstanden
For example within a NoMatchI
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Sample Dialogs
Banking
Shopping
Innovation
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VUI Perspective: Camera and Narrator
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Single – or Multi Persona ? And why?
“Persona” or language layer Event layer Prompt-integrated
Multi-Persona VUI Design - (Jun 20 2005)
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Some “State of the Art”?
“Mit dem Computer können Sie reden wie mit mir”
“Wenn Sie hilfe brauchen, sagen Sie “Hilfe”
They write prompts, don’t they????
“Wenn etwas nicht stimmt, sagen Sie “Korrektur”
“Stimmt das?”
Going for speech….
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“II don’t know how to love him.”
as: I don’t know, but maybe somebody else does. Or a declaration of not being able, feeling not capable enough or unworthy. Even a certain amount of insecurity could be expressed.
Voice Coaching: Example (1)
I Don‘t Know How To Love Him I Don‘t Know How To Love Him (A. Lloyd-Webber / (A. Lloyd-Webber / T. Rice)T. Rice)
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“I don’t don’t know how to love him.”
as: I wouldn’t know how. I have no clue. Maybe even: I’ve tried but I haven’t come up with a solution, it’s too hard or too difficult. Being mentally unable to solve the issue; my mind is not capable enough.
Voice Coaching: Example (2)
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“I don’t knowknow how to love him.”
as: I really gave up. Also like: I wouldn’t know how, but stronger. The situation is definite.
Voice Coaching: Example (3)
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“I don’t know howhow to love him.”
as: : I do not know in which way I should love him. For instance: like a brother or like a lover. Or like: to worship
Voice Coaching: Example (4)
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“I don’t know how to loveto love him.”
as: Ok, he is special, friendly and nice, but to love him....how does one do that? I mean, I know how to love my mother and father. I basically know how I deal with the feeling of being in love, but I am not able to place this person. I cannot identify my relation with this person.
Voice Coaching: Example (5)
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“I don’t know how to love himhim.”
Here it’s more related to the specific person. The revelation of the person plays an important role in the experience of the I-person. I know how to love him, him and him, but That guy......?....... I don’t know.....
Voice Coaching: Example (6)
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Conversational Dialog
“Conversational dialog is captured
during the recording session.“
Ten Guidelines for Designing a Successful Voice User Interface
- (Jan 6 2005)
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Natural Prompting: Directing Diversity
Intonation and its variety Concatenation
Numbers Rhythm & naturalness
Date & time (US; DE; EN) Names
Ambiguity Foreign pronounciation
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Live Demo
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Prompts & Concatenation
926 96
619 69
745 75
507 57
834 84
458 48
362 32
273 23
180 10
091 01 Names and ambiguity
Language issues Numbers
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Audio Design
System sounds Jingle (Branding) Landmarker Earcon
Audio-picture Prompt-connecting
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Down Sampling & Effects
Some RisksSyllables like „F“, „S“ or „Sh/Sch“
are hard to distinguish in a reduced frequency range (8kHz)
Example: InfoTalk (Talking T-Zones) „FACTS AND FUN“
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