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Art and Business of Speech Recognition Creating the Noble Voice

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ISBN-10: 0321154924

ISBN-13: 9780321154927

Edition: 2003

Authors: Blade Kotelly

List price: $29.99
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Book details

List price: $29.99
Copyright year: 2003
Publisher: Addison Wesley Professional
Publication date: 1/22/2003
Binding: Paperback
Pages: 208
Size: 7.25" wide x 9.00" long x 0.75" tall
Weight: 0.990

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