SlideShare a Scribd company logo
SpeechTek Outtakes
Crispin Reedy
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
Zero Out Strategies
• When the caller can get to “a real human.”
3
4UniversalStudios.com
If you build it, they will use it!
Zero Out Strategies
5
So how do we decide?
• Business decision
• Customer service
vs.
• Too much call volume
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
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
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
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
Zero Out Strategies
• The right one for you?
– It depends!
10

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SpeechTEK University Outtakes 2014: Zero Out Strategies

  • 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. Zero Out Strategies • When the caller can get to “a real human.” 3
  • 4. 4UniversalStudios.com If you build it, they will use it!
  • 5. Zero Out Strategies 5 So how do we decide? • Business decision • Customer service vs. • Too much call volume
  • 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. 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. 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. 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. Zero Out Strategies • The right one for you? – It depends! 10

Editor's Notes

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