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open_ended_prompts [2018/06/15 15:34] miket_forty7ronin.com created |
open_ended_prompts [2019/08/08 11:49] (current) lisa.illgen_concentrix.com Added Anchor Links |
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| ==== Open Ended Prompts ==== | ==== Open Ended Prompts ==== | ||
| - | When callers know what to say, applications using open-ended prompts can be very efficient and conversational. It is often the case, however, that new or infrequent users of applications using this prompting style have trouble figuring out what to say in response (McInnes et al., 1999; Walker et al., 1998). | + | When callers know what to say, applications using open-ended prompts can be very efficient and conversational. It is often the case, however, that new or infrequent users of applications using this prompting style have trouble figuring out what to say in response ([[references#mcinnesn1999|McInnes et al., 1999]]; [[references#walker|Walker et al., 1998]]). |
| - | For this reason, it is a leading practice to support open-ended prompts with example prompts (Balentine & Morgan, 2001; Enterprise Integration Group, 2000; Knott, Bushey, & Martin, 2004; Sheeder & Balogh, 2003; Suhm et al., 2002; Williams & Witt, 2004). | + | For this reason, it is a leading practice to support open-ended prompts with example prompts ([[references#balentine2001|Balentine & Morgan, 2001]]; [[references#enterprise|Enterprise Integration Group, 2000]]; [[references#knott|Knott, Bushey, & Martin, 2004]]; [[references#sheeder|Sheeder & Balogh, 2003]]; [[references#suhm2002|Suhm et al., 2002]]; [[references#williams|Williams & Witt, 2004]]). |
| Coming up with a specific plan for example prompting requires a number of design decisions: | Coming up with a specific plan for example prompting requires a number of design decisions: | ||
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| * If after a pause, how long to wait before playing the example(s) | * If after a pause, how long to wait before playing the example(s) | ||
| - | Lewis (2011) provides a summary of the published research on example prompting and five key recommendations based on that research (see pp. 223-229). | + | [[references#lewis2011|Lewis]] (2011) provides a summary of the published research on example prompting and five key recommendations based on that research (see pp. 223-229). |
| **// Support open-ended prompting with one or two naturally-phrased example prompts //**\\ | **// Support open-ended prompting with one or two naturally-phrased example prompts //**\\ | ||
| - | To avoid the appearance of a menu, some designers have recommended playing just one example (Barkin, 2009; Joe, 2007). Two sometimes works. Three pushes you over the brink into "sounds like a menu." A key consideration is to be sure that each additional example has value to callers. If using multiple examples, write them in a way that does not imply that the examples are an exhaustive list of options (e.g., "For example, you might say something like, 'I can't start my car', or 'I need to make a payment'"). | + | To avoid the appearance of a menu, some designers have recommended playing just one example ([[references#barkin|Barkin, 2009]]; [[references#joe|Joe, 2007]]). Two sometimes works. Three pushes you over the brink into "sounds like a menu." A key consideration is to be sure that each additional example has value to callers. If using multiple examples, write them in a way that does not imply that the examples are an exhaustive list of options (e.g., "For example, you might say something like, 'I can't start my car', or 'I need to make a payment'"). |
| **// Place examples after the open-ended prompt, with no pause in between //**\\ | **// Place examples after the open-ended prompt, with no pause in between //**\\ | ||
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| **// Consider specifically asking the caller to be concise ("briefly", "in a few words") if a more typical but less imperative version (e.g., "How may I help you") isn't working well //**\\ | **// Consider specifically asking the caller to be concise ("briefly", "in a few words") if a more typical but less imperative version (e.g., "How may I help you") isn't working well //**\\ | ||
| - | Some researchers have claimed that this approach leads callers to provide inputs that are more likely for the recognizer to understand (Boyce, 2008; Suhm et al., 2002), but the published evidence is weak and this type of prompting is more verbose and less service-oriented than a standard open-ended prompt. | + | Some researchers have claimed that this approach leads callers to provide inputs that are more likely for the recognizer to understand ([[references# boyce2008|Boyce, 2008]]; [[references#suhm2002|Suhm et al., 2002]]), but the published evidence is weak and this type of prompting is more verbose and less service-oriented than a standard open-ended prompt. |
| **// Monitor your open-ended prompt and change as necessary //**\\ | **// Monitor your open-ended prompt and change as necessary //**\\ | ||