Thanks for posting your thoughts. There are some points with which we agree, and others with which we disagree, which shouldn't be surprising. Due to the...
Just curious, but how would a user scan through an IVR menu visually in the first place? Companies don't forward diagrams of their IVR design to customers who...
Jim, Um, wow. Thanks for the apparently comprehensive response. I will look over this when I have the time and respond as appropriate. ph _____ From:...
I think it works this way: It appears that 'fonolo' does the work to map out the IVR tree, and posts a visual representation of that tree (for the company of...
All: Those among you who are on facebook, join me at the newly created VUI Design group there at: http://www.facebook.com/group.php?gid=10913468450&ref=share ...
Hi Everyone. Shai Berger here, president and co-founder of Fonolo. ... Actually it's a bit of both. We have an automated system that dials and uses speech...
Does anyone know of any publication of good, comprehensive guidelines for the design of in-vehicle (especially, in-car) voice user interfaces (or multimodal...
James you might find some of the later TALK project deliverables useful. See http://www.talk-project.org/index.php?id=8018 (for example, D5.3 and D 6.4) BWM...
So, are you saying that the definition of OLDER people is age 60 and over??? I would say... maybe 70's would be considered "older"-- I have done numerous IVR...
We designed a system for scheduling trips for clients who used a paratransit bus. Many of the clients were older, and many could not drive or take the bus due...
Not guidelines, but I can say for sure that older folks talk longer given an Open Dialogue (aka Say Anything aka Speak Freely) type system. And it's not...
Hi Michelle, Are you looking at any particular application? I worked on a financial services application where the typical customer was 55+ and did a...
... For this reason, we used a voice talent with a lower fundamental frequency (pitch) than usual for female speakers. (I wanted to use a male voice talent,...
We have done a number of applications in which the demographic is predominantly elderly and/or experiencing health issues. I group these two together as the...
Behavioral Science Associates is seeking an experienced IVR Speech Recognition application developer. We have an opening in a mid-to- senior level development...
Hello Fellow VUIDs, I am giving a workshop on Spoken Language Technologies at the Human-Computer Interaction Lab's Annual Symposium. While this workshop is not...
I am working on a VUI for golf clubs but I'm having difficulty with the error messages. The problem is that this program was designed for DTMF and converted...
Take a look at Chapter 112 in Bruce Balentine's book "It's Better to Be a Good Machine than a Bad Person" -- the chapter entitled "Handling OOG -- Design by...
Hello, currently I am busy with the topic directory assistance, driven by speech-recognition. Since this topic seems to be very complicated, because it...
You might want to start with "Designing the Voice User Interface for Automated Directory Assistance", Chapter 4 in Gardner-Bonneau and Blanchard's (2008 -- 2nd...
Does anyone know of any credible white papers that compare DTMF to Speech in terms of cost, customer satisfaction, resolution rates, etc.?? I would appreciate...
Australia had a pretty disastrous introduction of speech rec directory assistance in the 90's by our primary national carrier. Disastrous from a consumer...
I am sure most of us have seen or used the, "Was that a yes?" prompt when we have mid-level confidence at a Yes/No input. Has anyone found that people get too...
I changed to "was that yes" for that reason. The trick is to get the voice talent to interpret the phrase properly and not rush the phrase. Carl TurnerHuman...
We are currently involved in a VXML re-write program. We are establishing some QA metrics for our client to measure our performance as each project in the...
Ron, We recently implemented a VXML-based IVR re-write and I had a great QA person on the team from whom I learned a lot. As with any IT development we had to...
My search didn't turn up any discussions on this topic. So we give the standard "Para espanol, oprima el numero dos" (or similar) after the Greeting. Is there...
I'm not going to answer your question, but take it in another direction. I have completely abandoned that as a "standard." What I have seen is that people...
When I've used the approach you're describing, a 2.5 sec pause after the language prompt seems to work fine. But FYI, when possible, I've stopped using that...
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