meta data for this page
This is an old revision of the document!
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
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 - Recordings
Chapter 8 - 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 - 9 modality
Chapter 10 - Accessibility
Chapter 11 - Localizing IVRs
Chapter 12 - Peripheral and Extra Stuff
• Who Holds the Power
• Deliverables
• Determining Content
• User Requirements and Expectations
• Goals