Simonie Wilson's presentation at eComm 2008

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  • Simonie Wilson's presentation at eComm 2008

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

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