meta data for this page
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
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
Chapter 9 - Accessibility
Chapter 10 - Localizing IVRs
Chapter 11 - Peripheral and Extra Stuff
• Who Holds the Power
• Deliverables
• Determining Content
• User Requirements and Expectations
• Goals
Chapter 12 - Tools
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
Tags
| Tag | # |
|---|---|
| recordings | 1 |
| editing | 4 |
| ivr | 1 |
| chatbot | 1 |
| vehicle | 1 |
| multimodal | 1 |
| virtual assistants | 1 |
| under review | 4 |