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what_to_do_on_failure [2018/06/18 15:06] miket_forty7ronin.com created |
what_to_do_on_failure [2019/08/08 11:53] (current) lisa.illgen_concentrix.com Added Anchor Links |
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| ==== What to do on failure ==== | ==== What to do on failure ==== | ||
| **// Tailor the action after a dialog state failure according to call center status, other options for completing the task, and the importance of receiving a response //**\\ | **// Tailor the action after a dialog state failure according to call center status, other options for completing the task, and the importance of receiving a response //**\\ | ||
| - | When, based on the number of reprompts given or counts of noinput/nomatch/help, callers appear to be in trouble, there are several design options (Lewis, 2011): | + | When, based on the number of reprompts given or counts of noinput/nomatch/help, callers appear to be in trouble, there are several design options ([[references#lewis2011|Lewis, 2011]]): |
| * Switch to touchtone (especially if the problem appears to be related to speech recognition -- e.g., multiple nomatches) | * Switch to touchtone (especially if the problem appears to be related to speech recognition -- e.g., multiple nomatches) | ||
| * Point the callers to an alternative means of accomplishing their task (e.g., a website) -- especially if there is no call center or it isn't open | * Point the callers to an alternative means of accomplishing their task (e.g., a website) -- especially if there is no call center or it isn't open | ||