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SpeechTEK University Outtakes 2014: Zero Out Strategies

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SpeechTek Outtakes
Crispin Reedy

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Current VUI IVR Design Guidelines
• “Sorry” Doesn’t Cut It Anymore
• Menu Design: Flat Not Deep
What I Didn’t Have Room Fo...
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SpeechTEK University Outtakes 2014: Zero Out Strategies

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"Outtakes" from SpeechTEK University (2014): The right zero out strategy for your IVR. Hear the audio on You Tube here: https://youtu.be/gwT3gLLxug0 (or after Slide 1 in the presentation)

"Outtakes" from SpeechTEK University (2014): The right zero out strategy for your IVR. Hear the audio on You Tube here: https://youtu.be/gwT3gLLxug0 (or after Slide 1 in the presentation)

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SpeechTEK University Outtakes 2014: Zero Out Strategies

  1. 1. SpeechTek Outtakes Crispin Reedy
  2. 2. Current VUI IVR Design Guidelines • “Sorry” Doesn’t Cut It Anymore • Menu Design: Flat Not Deep What I Didn’t Have Room For: • Zero Out Strategies • “Help” for the Helpless • Why You Should Bury Your Authentication • Grice’s Maxims and Error Messages 2© 2014 Versay Solutions LLC
  3. 3. Zero Out Strategies • When the caller can get to “a real human.” 3
  4. 4. 4UniversalStudios.com If you build it, they will use it!
  5. 5. Zero Out Strategies 5 So how do we decide? • Business decision • Customer service vs. • Too much call volume
  6. 6. Zero Out Strategies • Example 1: “Aggressive Containment” – Zero out is never / rarely prompted for – Zero may not even be enabled at all *NOT RECOMMENDED* – Operator may be associated with a key other than 0 *ALSO NOT RECOMMENDED* – Upside: Lower call transfer out volumes – Downside: Lower caller satisfaction 6
  7. 7. Zero Out Strategies • Example 2: “Super Serviceable” – Zero out is enabled everywhere – Zero out is prominently advertised • Main menu • First dialog state • Initial prompts – Downside: Call volume coming out of the system – Upside: Caller satisfaction • If you only have one call center group – Downside: Caller dissatisfaction if they get to the wrong place and have to be transferred 7
  8. 8. Zero Out Strategies • Example 3: “Goldilocks” – Zero out is always enabled • Call center MUST provide “ultimate default bucket” – Zero out is strategically advertised • Places where caller appears to be having difficulty • Second and/or third reprompt • After caller has already done some self-service – “Backoff” menu may be employed to route callers whose final destination is unclear. 8
  9. 9. Zero Out Strategies: Backoff Menu • System: Welcome to Acme Insurance. You can say, “Claims,” “Policy Information,” or “Sales.” • Caller: Claims • System: Sure. Is that a “new claim” or an “existing claim.” • Caller: <presses 0> • System: One moment while I transfer you to the claims department. • System: Welcome to Acme Insurance. You can say, “Claims,” “Policy Information,” or “Sales” • Caller: <presses 0> • System: Sure, I’ll transfer you now. Just so I can get you to the right place, please say one of the following: “Claims.” “Policy Information, or “Sales.” • Caller: Claims • System: One moment while I transfer you to the claims department
  10. 10. Zero Out Strategies • The right one for you? – It depends! 10

Editor's Notes

  • (as opposed to user-directed) - Talk a little bit about the different way you might design for natural-language / SLM / command-and-control interfaces
  • What’s the right balance?
    Ultimately, this is a business question

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