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Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
Simonie Wilson's presentation at eComm 2008
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Simonie Wilson's presentation at eComm 2008

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  • Transcript

    • 1. WEAPONS AGAINST THE VUI BACKLASH Simonie Wilson VUI Tuning Engineer
    • 2. The Backlash
      • Chuck & Larry
        • At least get it right
      • Anesthesia On
        • Superbowl commercial
      • Late Late Show With Craig Ferguson, 1/29/2008
        • Accents
        • Phone Sex
    • 3. VUI Backlash
    • 4. The Get Human Myth
      • A Human is always better
        • Off-shoring
        • Personal Information
        • Personalities
      • Where is the Agent Standard List?
        • We’re working on the automation
      • Don’t walk on eggshells, speak up
        • Don’t make it out to be more than it is
      • Don’t ignore the power of nothing (“0”)
        • Don’t hide it
      • It’s not all or nothing
    • 5. The Misconceptions
      • HAL
        • Overcome AI expectations
      • “Speech Recognition” doesn’t work
        • Layperson label for all things IVR
      • Automated systems are just there to save money
        • Adding insult to injury
      • Press or Say 1
        • Legacy of DTMF
        • Repeating Information Clip
      • Personas
        • To be or not to be
        • Apologizing
    • 6. The Weapons
      • State of the art design
        • Layperson phrase for trouble with automated systems
      • State of the art technology
        • Not as expensive as it used to be
      • Talking to the customer
        • It’s our job
      • Fighting Application Drift and Patches
        • Slap some VUI on it
      • Tuning and Usability
        • Actually listening to the callers
    • 7. The Reality
      • Speak-Ahead
        • Faking AI
      • Barge-In
        • Interrupting long prompts
      • Re-prompting
        • Faking NL
      • Concatenated Speech & TTS Markup
        • Better than off-shoring
      • Confidence Values & Confirmation strategies
        • I, Robot
      • Best in Class Design
        • Provide Context
        • Breakdown Tasks
        • Give Feedback when possible
        • Not errors, negotiations
        • Let the user “think” they’re in control
    • 8. Humor As A Weapon
      • MIT - “The meaning of life”
      • “ Would you talk to your mother like that?”
      • “ Hello?!!? Anybody there?!”
      • “ Oh, a wiseguy, huh?!”
      • “ You heard me!”
      • “ Wait, don’t hang up!”
      • “ We are going to record your call and if you have a great voice we will listen to it every night to put us to sleep.”
      • Perlico - “Quack!”
    • 9.  
    • 10. An eComm 2008 presentation – http://eCommMedia.com for more

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