meta data for this page
This is an old revision of the document!
Home
Welcome! If you've stumbled across us, please understand that this is a work in progress. We are still adding and reviewing content, and there are still some empty pages. It's entirely possible you'll see content that is still in note or outline format, or that hasn't been completed. Additionally, we are migrating from our old WikiSpaces to our new DokuWiki. Please bear with us.
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