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Chapter 1 - 5 Ws and an H

• How We Got Here (and When)
• Who We Are
• Why This Is Important
• What You Really Need to Know
• Where Does This Apply

Chapter 2 - Decisions and Application Planning Considerations

• 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

Chapter 3 - Prompt Writing Considerations

• Conversational Maxims
• Lexical Considerations
• Pragmatic and Sociolinguistic Considerations
• Cognitive Load
• Syntactic Considerations
• Prosodic Considerations
• Phonological Considerations

Chapter 4 - Starting the Application or Call

• Getting the Caller Engaged
• What Not to Include at the Beginning
• Zero-Outs
• Segmenting Callers
• Language Selection
• Identification

Chapter 5 - Interaction Design

• 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

Chapter 6 - Ending the Call

• Offering to Save ANI
• Hang-ups and Goodbyes
• Transfers
• In-queue Handling

Chapter 7 - Grammars

• How to Pick Synonyms
• Understanding Speech Patterns
• Mimicry of Prompt
• Using n-best Lists
• Alphanumeric Input
• Voice Spelling
• Types of Input
• Grammar Optimization Techniques

Chapter 8 - Modality

• More Modality

Chapter 9 - Accessibility

• Voice Talent Selection For Accessibility
• TDD
• User Base Considerations

Chapter 10 - Localizing IVRs

• Localization
• Translation

Chapter 11 - Peripheral and Extra Stuff

• Who Holds the Power
• Deliverables
• Determining Content
• User Requirements and Expectations
• Goals

Chapter 12 - Tools

• Process and Documentation
• Archetypes
• Call Flow Diagrams
• User Interface Design Specification

Chapter 13 - Validation

• When to Do Validation
• Usability Testing
• Key Effectiveness Criteria
• Tuning
• Surveys
• Monitoring Production Data
• Call Recordings
• A-B Testing
• Analytics

Additional Resources

• References
• Glossary
• Style Guide
• Tag Definitions and Actions
• Links

Tags

Tag	#
recordings	1
editing	4
ivr	1
chatbot	1
vehicle	1
multimodal	1
virtual assistants	1
under review	4

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