From Telephony VUI to Smartphone VUI Ahmed Bouzid, Head of Product, Angel Bruce Balentine, EVP, EIG
Telephony VUI§ IVR is intrusive: Caller called to speak to a human (Serving not the caller but the business)§ Only the Audio Mode: For input (Speech, DTMF), For output (Voice and sounds)§ Clear interaction End Points§ Interaction is Time Metered (Utility business model)§ User must give their Full Attention to IVR§ Personalization potential: low§ Low sound quality: Played to caller and spoken by caller
Smartphone VUI§ User engages VUI Voluntarily: I want to speak to my assistant§ Multi-modality available: user gets to input in more than one mode§ Start and End points are Fuzzy§ Interaction is Task focused: engage to accomplish a specific task (Task Completion business model)§ Multiple Tasks on at the same time§ User Not Trapped in the interaction: may Pause and return at their leisure. Pausing is natural§ Personalization potential: high§ User seems to tolerate Delays more on Smartphone than IVR§ High Sound Quality: Played to user spoken by caller
Telephony VUI vs Smartphone VUI Telephony Smartphone Engagement Type Compulsory Voluntary Interac5on Modes Exclusively Audio Mul5-‐modal Interac5on Unit Time Task Interactoin End Points Clear Fuzzy ABen5on Monopoly High Low Tolera5on for Delays Low High Sound Quality Low High
VUI Strategies§ Pausing: – In telephony need full VUI – In Smartphone, just stop and then resume§ Latency – Telephony: Percolation sounds – Smartphone: Visuals§ Error Strategies – VUI: NI/NM § Pause if no inputs in Smartphone § Use MM if no match on Smartphone § More room to help with handling errors: § Display what user can say § Offer tutorials to user – Non-VUI § Telephony: Hold the caller until transaction is done. § Smartphone: Asynchronous alerting. Don’t need to hold the user. Send alert when transaction done.
VUI Strategy DifferencesBehavior Telephony VUI Smartphone VUI Pausing Taxing on caller Leverage Visual Latency Limited to Audio Leverage Visual Error Strategies Taxing on caller Leverage visual Web Service Comple5on Hold the caller un5l done Message the user when done
Conversations§ Interactions – Linear: Read News, Read Facebook Wall – Atomic: one question one answer (What is the population of Algeria?)§ Transactions – Collect Information (Hotel reservation information) – Execute an action (Book room)
Example Smartphone Functions§ Telephone – Placing and receiving calls – Contact data management§ Electronic Wallet§ Collaboration – conference calls – shared SMS, tweet – voice notes§ C2B Traditional IVR Functions§ B2C
Pause Case§ Pause Point: where in the conversation did the pause occur§ Age of Pause: how long ago? – If resuming ordering a book from 5 minutes ago, then ask if want to continue – If resuming ordering a book from 5 hours ago: then ask if want to continue + provide summary of where left off – If resuming ordering book from 5 days ago: then start from scratch (maybe selections are obsolete, etc.).