| |
| |
| Preface | |
| |
| |
| |
| The Background | |
| |
| |
| |
| On Telephones, Touchtones, and Business Needs | |
| |
| |
| Speech Recognition versus Touchtone Functionality | |
| |
| |
| Problems with Touchtone, and a Speech Recognition Remedy | |
| |
| |
| What Kinds of Companies Are Using Speech Recognition? | |
| |
| |
| Why Are Companies Using It? | |
| |
| |
| Speech-Recognition Applications: A Typical Example | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| Technology Primer: About Speech Recognizers | |
| |
| |
| What the Recognizer Hears (and the Need for Confirmation) | |
| |
| |
| When the Recognizer Listens | |
| |
| |
| Why Designing a Speech-Recognition Application Is Challenging | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| The Psychology of How People Interact with Speech-Recognition Systems | |
| |
| |
| Social-Psychological Research | |
| |
| |
| Ask "Dr." Blade | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| The Process of Designing Speech-Recognition Systems | |
| |
| |
| |
| Research | |
| |
| |
| Clients' Objectives | |
| |
| |
| Callers' Objectives and Needs | |
| |
| |
| Aspects of Research | |
| |
| |
| Assembling a Requirements Specification | |
| |
| |
| Anticipating Change | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| Developing the Design | |
| |
| |
| Conceptualizing and Brainstorming | |
| |
| |
| Congruence of Style | |
| |
| |
| Defining the Call Flow | |
| |
| |
| Vision Clips/Sample Calls | |
| |
| |
| The Design Specification--Conveying the Details of the Design | |
| |
| |
| Constructing a Design Specification | |
| |
| |
| Following Through on the Initial Design Phase | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| Writing Effective Prompts | |
| |
| |
| The Language of Asking Questions | |
| |
| |
| The Art of Writing Perfect Prompts | |
| |
| |
| Writing Prompts for Elegance, Speed, and Value | |
| |
| |
| Getting Callers to Focus on the Essentials | |
| |
| |
| Some Subtleties of Prompt Writing | |
| |
| |
| Top Five Good Tenets for Writing Prompts | |
| |
| |
| Top Five Mistakes When Writing Prompts | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| Production and Branding | |
| |
| |
| Notes About Implementation and Programming | |
| |
| |
| Production | |
| |
| |
| Prompt Creation--Text-to-Speech and Recorded Voices | |
| |
| |
| Casting | |
| |
| |
| Directing Voice Talents | |
| |
| |
| The Art of Recording Prompts | |
| |
| |
| Other Thoughts on Directing | |
| |
| |
| Concatenative Prompt Recording | |
| |
| |
| Some Metrics and Technical Notes | |
| |
| |
| Audio Icons | |
| |
| |
| Branding | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| Usability Testing | |
| |
| |
| The Value of Usability Testing | |
| |
| |
| How We Test an Application | |
| |
| |
| Objectives of Usability Testing | |
| |
| |
| Preparing for the Test | |
| |
| |
| The Test Subjects | |
| |
| |
| How to Get Test Subjects | |
| |
| |
| The Test Environment | |
| |
| |
| Types of Tests | |
| |
| |
| The Test Is Over--Now What? | |
| |
| |
| Interpreting Test Results | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| Deployment | |
| |
| |
| The Importance of Multi-Phase Deployment | |
| |
| |
| The Three Phases of Deployment | |
| |
| |
| Pilot Deployment | |
| |
| |
| Partial Deployment | |
| |
| |
| Full Deployment | |
| |
| |
| Where We've Been--Where We're Going | |
| |
| |
| |
| Applied Knowledge | |
| |
| |
| |
| Case Studies | |
| |
| |
| United Airlines: Shortcuts for Frequent Fliers | |
| |
| |
| United Airlines: Providing Extra Help for Those Who Need It | |
| |
| |
| Continental Airlines: A Different Approach to Flight Information | |
| |
| |
| A Top-Five Investment Management Company: Handling Complex Two-Choice Questions | |
| |
| |
| An Online Brokerage Firm: Managing More Complex Tasks | |
| |
| |
| An Online Brokerage Firm: Preferences and Other Rarely Used Functions | |
| |
| |
| A Regional Telephone Company: Dealing with Legal Notices and Disclaimers | |
| |
| |
| Wildfire: List Navigation | |
| |
| |
| Wildfire: Small Header, Large Body Lists | |
| |
| |
| A Top-Five U.S. Bank: Large Header, Small Body Lists | |
| |
| |
| The "Race Condition" | |
| |
| |
| FedEx: Scaffolding Prompts | |
| |
| |
| Amtrak: Implicit Confirmation and the "Ellipses/and" Question Form | |
| |
| |
| AirTran: Reducing the Information Burden | |
| |
| |
| Guessing Right | |
| |
| |
| Semantics: When "Problem" Was a Problem | |
| |
| |
| Where We've Been--Where We Must Go | |
| |
| |
| Postscript | |
| |
| |
| Suggested Reading List | |
| |
| |
| Glossary | |
| |
| |
| Index | |