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Listen=20 Up! Just because = your=20 customers are calling in to an automated response line doesn't = mean your=20 script is automatically going to work. Designing a truly = interactive=20 conversation is anything but simple. by=20 Ryan = Joe,=20 Speech Technology magazine Tuesday, January 01, 2008 This feature -- a version of = which=20 originally appeared in Speech Technology magazine ("The = Elements of=20 Style," October 2007, page 20) -- is the second in a series of = CRM=20 magazine articles examining the role of interactive voice response = (IVR)=20 systems in CRM and contact centers. The first piece -- "Speak=20 Up!," CRM magazine, December 2007 -- provided 11 tips = for=20 designing an IVR. When a magician fans out his deck of cardS face down and asks = an=20 audience member to pick a card, any card, he's not actually = allowing her=20 to do so. Through a sequence of carefully worded prompts, the = magician=20 guides her to the card she will ultimately select. If she selects = a card=20 the magician expects, the trick is a success and everybody is = delighted.=20 If not -- and the magician gets flustered -- the situation becomes = awkward. The properties of a voice user interface (VUI) are similar: The = VUI's=20 success hinges on its ability to elicit from the caller the = specific=20 responses that will enable the system to help solve a problem. While there's certainly consensus on such a fundamental = principle, the=20 conflict emerges at the skeletal level of VUI design, where three=20 components should work in sync with one another. First are the = grammars,=20 which encompass all the possible things an end user might say. = Second are=20 the prompts, which the system says to provoke a caller response. = Third is=20 dialogue flow, which is the way the entire structure is organized. Grammatical Corrections Susan Hura, founder of SpeechUsability and a board member of = the=20 Applied Voice Input/Output Society (AVIOS), defines the = programming of=20 grammars as a balancing act between adding enough that the system=20 recognizes common phrases, but not so much that recognition as a = whole=20 decreases. And, according to Melanie Polkosky, a human-factors=20 psychologist specializing in VUI design, grammar creation begins = to fail=20 when the people at the helm become weary of errors. A successful = VUI=20 design, however, should have a good error-recovery system. Dave Pelland, director of the Intervoice Design Collaborative, =
cites an=20
example in which two people with similar names are listed in the =
directory=20
of the same company, making ambiguity inevitable. In such a case, =
a=20
designer can add dialogue to the interactive voice response (IVR) =
system=20
to distinguish between the two:
IVR: Was that "Kim = Knight"? End=20 user: No. IVR: Then how about "Tim Knight"? End User: = Yes. IVR:=20 Dialing... Juan Gilbert, an associate professor in the computer science = and=20 software engineering department at Auburn University, where he = teaches a=20 class on VUI design, emphasizes the importance of this tuning = cycle. "A=20 grammar is a living thing," he says. "You don't design a grammar = and then=20 deploy it and then it's done. Some unpredictable response might = end up=20 being common." If a pattern of vocabulary-recognition errors emerges in which = a=20 segment of the population misinterprets a prompt and responds in = an=20 unrecognizable way, it's time to hone the system. Sometimes that = means=20 simply adding more grammars. Communicating in a Marriage "Your prompt and your grammars have to be tightly coupled, like = a=20 husband-and-wife pair," he says. "Think of them as a team, as a=20 partnership." And a good partnership between prompt and grammar = constrains=20 potential responses to a predictable handful -- and those can be=20 programmed into the system's expectations. Anyone who has discovered lost pieces of their children's Lego = sets by=20 stepping on them knows that the bricks consist of different shapes = and=20 sizes, some more painful than others. Each piece has a specific = function.=20 The part shaped like a wing, despite its astonishing efficiency at = lacerating a foot, would be superfluous adorning a Lego car. = Likewise,=20 it's important that the spoken components of a VUI come together = in a=20 certain way. "All conversations with VUIs are made out of building = blocks,=20 which you see over and over again," says Robby Kilgore, creative = director=20 of professional services at Nuance Communications. "We all have = the same=20 toolbox of so many kinds of building blocks. How you use those and = how you=20 fit them together is the finesse-y part." For instance, when asking for a phone number, an IVR might say = either=20 Please tell me your phone number, starting with the area code or = Can I get=20 your phone number, starting with the area code? The latter causes = some VUI=20 designers to bristle. What if, they ask, the end user simply says = Yes? "But people don't do that," Kilgore argues. "There might be one = person=20 on the planet who will say Yes, you can, and nothing further. But = 99.9=20 percent of the people will just tell you their phone number. There = are=20 certain things that are natural to the way people talk." Of course, in cases that might elicit a broader response, it's = best to=20 keep questions from being too open-ended. These types of questions = facilitate a variety of unpredictable answers, disrupting the = system's=20 comprehension and the serenity of the end user. Consequently, many = designers include examples of possible responses. A prompt that has been successfully used at Intervoice goes as = follows: IVR: [Jingle] XYZ Company. [beat] Para continuar = en=20 espanol, marque el numero ocho. In a few words, tell me what I can = help=20 you with today. [beat] You can say anything from "I want to = pay my=20 bill" to "My screen is black." The first block of speech contains a brief greeting, followed = by an=20 opt-out for Spanish speakers. The next block emphasizes that the = end user=20 must use "a few words." This is followed by examples worded in = ways that=20 make it clear they're examples and not part of the menu proper. Modeling a proper response is particularly important, even for=20 something as simple as a date of birth, for which end users might = say June=20 15, 1984, or 6/15/1984 or 6/15/84. Even explaining how to say a = birthday=20 can be verbose: Tell me the name of the month, the date, then the = year. To=20 simplify, Hura suggests: Tell me the date, like June 15, 1984. Yet, unlike Intervoice's prompt, Hura prefers to keep her model = limited=20 to one. "What doesn't work is if you give people multiple = examples," she=20 says. "[Some users] think those are the only options they've got.=20 Obviously, not every caller is going to believe that, but enough = people do=20 believe that it's a menu." Instead of toggling with the syntax, = the most=20 direct remedy, for Hura, is to give people only a single example. Additionally, excessive instruction might irritate callers. = While it's=20 important for end users to stay oriented within an IVR, there's = also the=20 danger of making the system sound pedantic. Most VUI designers = realize the=20 best way to handle instruction is to distribute it throughout the = script,=20 presenting it only when callers are likely to use it. For = instance, if the=20 IVR asks for an account number and the caller doesn't give a valid = response, the system could react by saying, To move on, I need = your=20 account number. You can find your account number in the blue box = just=20 under your name on your account statement. It does little good to have, at the beginning of the call, a = prompt=20 that chirps, Remember, at any point in this call, you can say = Help,=20 Repeat, Main Menu, or Goodbye, because at any point during the = call, end=20 users are more likely to forget and simply hang up. Distinction needs to be drawn, however, between providing = instruction=20 and building a feature that provides more detailed direction in = navigating=20 the system the moment the caller explicitly asks for it. "There = are people=20 who will still say you have to allow callers to say Help = everywhere and=20 respond to it with a so-called helpful prompt," says Phillip = Hunter, vice=20 president of the Voice Interaction Group at SpeechCycle. "There's = another=20 camp that says Help doesn't get used, and when it does, it gets = used=20 poorly." Hura clarifies: "From my experience in usability testing, when = people=20 say Help, what they really want is a person. When you offer them = help and=20 give them anything other than a transfer to a human being, they = feel=20 fooled." Ever So Formal Different demographics have different expectations, so the = question of=20 formality needs to be assessed on a case-by-case basis. "Words = have a lot=20 of power," Nuance's Kilgore says. And formality, he adds, exists = on a=20 spectrum instead of at two separate poles. Even at its most = refined, a=20 system's formality shouldn't be distracting. I'll look up your = account now=20 is polite, yet natural. By contrast, I will now look up your = account=20 plunks the adverb in an aurally awkward place and unwinds the = contraction,=20 as if the designer were writing a Victorian novel instead of a VUI = prompt. One way to keep a system from sounding too stilted is through = idioms=20 that don't feel idiomatic -- phrases that have become so embedded = in the=20 language design they often go unnoticed. "I'm often asking our = designers=20 to keep an eye out for phrases that are naturalistic," Kilgore = says. For example, while a prompt that says OK, you're good to go, = might be=20 too hokey, one that says You're scheduled for an appointment on = Thursday=20 at 2 p.m. Does that still work for you? is less noticeable. Others = include=20 What's a good day for you? or You're all set. All are phrases that = have=20 become commonplace in everyday conversation -- even conversations = with=20 human customer-care representatives. Of course, an IVR isn't a human -- and there's still debate = about=20 whether a system's language should include the first person. = "Almost=20 everybody now is used to hearing an I'm sorry apology if the = system can't=20 recognize you," Intervoice's Pelland says. "The question is, = really, 'How=20 much do you put that in all of the prompting?' " According to Gilbert, the answer depends on the end user. = Teenagers who=20 spent their formative years raised by a PlayStation are accustomed = to=20 encountering personas, and would naturally be more accepting of an = IVR=20 that had a personality. By contrast, he says, if "you have another = group=20 of people who are not technology-savvy, you want your system to = come=20 across as this dumb computer." Nevertheless, the programming of a personality is a nuanced = practice.=20 "First person is a lot trickier than people make it out to be," = Hura says.=20 For instance, when the system needs to take responsibility for = what's=20 happening -- say it misunderstands the caller -- it might say = Sorry, I=20 didn't get that. We need to get your account number. But there's a = distinction between the first person singular and the first person = plural.=20 In the first sentence, the machine misunderstood the caller, so it = apologizes. In the second, however, it uses We not to indicate = itself, but=20 to indicate the entire institution it represents. An alternative wording might simply go: Sorry, we need to get = your=20 account number. In this instance, Sorry isn't so much an = apology--which=20 might sound unnatural coming from a machine -- but a synonym for = Pardon=20 me, a way of acknowledging that something in the discourse went = awry. This=20 avoids the possibility that the machine is making a bigger deal = out of an=20 error than it should. "Errors in communication are rampant in every conversation," = Polkosky=20 says. "If you design [the system] right, [and] your initial = prompts and=20 error-recovery structure appropriately, then [callers] won't = perceive them=20 as errors." Putting It Together When Polkosky revised a technical support call center for a = major=20 consumer-electronics company, she faced a creaky system with a = verbose,=20 aggressive style. So she resequenced the prompts to offer the easy = questions first and the harder questions later. "One of the pieces = of=20 feedback when we implemented that [new] system was that it = delivered=20 customers to reps much calmer and ready to be helped," she says, = "as=20 opposed to being even angrier than they were before." Polkosky is particularly in tune with the pragmatic, social = uses of=20 language. A system that states Please say X, Y, or Z might seem = too=20 dictatorial. Would you like X, Y, or Z? aligns more with the=20 customer-friendly environment most callers expect. While some VUI=20 designers might find that prompt too indirect, Polkosky argues = that the=20 tone allows the system space to be more direct if necessary in = places such=20 as error recovery. Regardless, VUI designers tend to agree that initial prompts = should be=20 clear and not too numerous -- maxed out around three or four to = avoid=20 confusing the caller, particularly at such an early stage in the=20 interaction. SpeechUsability's Hura, however, says that short-term = memory=20 is more complex than that. Accordingly, a more important factor = than=20 "total number of options in a list" would be how distinct each = prompt is=20 from the others. Whichever side is correct, both agree that the clarity of the = prompts=20 is paramount. "If somebody calls into a bank application and wants = to get=20 a copy of last month's bank statement, you have to make sure it's = pretty=20 obvious at that top menu which option they need to choose to get = to their=20 bank statement," Pelland says. With every rule of thumb, there is a caveat, alternative, or = addendum=20 -- partly because the approach to each VUI should be assessed = individually=20 and design-based decisions should be dependent on caller = demographics and=20 the desires of the individual client. The industry's increasing focus on customer satisfaction has = changed=20 the way designers approach their craft. "Writing has laws of = perspective,=20 of light and shade, just as painting does, or music," Truman = Capote once=20 said. "If you are born knowing them, fine. If not, learn them. = Then=20 rearrange the rules to suit yourself." VUI design has a different set of rules than the art of fiction = -- but=20 it's also a markedly newer form, still too immature, most = designers=20 contend, for any rules except the broadest to be firmly = entrenched.=20
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