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• How We Got Here (and When) • Who We Are • Why This Is Important • What You Really Need to Know • Where Does This Apply
• Modality • Directed Dialog vs. SLM • Partial Automation vs. Full Automation • Global Barge-In Strategy • Logging Strategy • Persona and Brand • Voice Talent • Prosody • TTS • Audio Recording Considerations
• Conversational Maxims • Lexical Considerations • Pragmatic and Sociolinguistic Considerations • Cognitive Load • Syntactic Considerations • Prosodic Considerations • Phonological Considerations
• Getting the Caller Engaged • What Not to Include at the Beginning • Zero-Outs • Segmenting Callers • Language Selection • Identification
• Menu Types – An Introduction • Multi-Item Menus • Two-Item Menus and Yes-No Prompts • Open Ended Prompts • Playback of Information • Navigation • Different Kinds of Prompts • Error Recovery • Confirmation Strategies • Collecting Sensitive Information • Collection of Specific Contexts • FAQ • Lists • Commands • DTMF Keys – Common Usage • Personalization
• Offering to Save ANI • Hang-ups and Goodbyes • Transfers • In-queue Handling
• How to Pick Synonyms • Understanding Speech Patterns • Mimicry of Prompt • Using n-best Lists • Alphanumeric Input • Voice Spelling • Types of Input • Grammar Optimization Techniques
• More Modality
• Voice Talent Selection For Accessibility • TDD • User Base Considerations
• Localization • Translation
• Who Holds the Power • Deliverables • Determining Content • User Requirements and Expectations • Goals
• Process and Documentation • Archetypes • Call Flow Diagrams • User Interface Design Specification
• When to Do Validation • Usability Testing • Key Effectiveness Criteria • Tuning • Surveys • Monitoring Production Data • Call Recordings • A-B Testing • Analytics
• References • Glossary • Style Guide • Tag Definitions and Actions • Links
Chapter - 9 Modality
