Using your voice to control your world used to be the topic of science fiction, but with recent improvements in speech recognition technology, it’s now become a reality. More and more businesses are introducing voice applications to help their prospects, customers, and employees complete complex tasks more quickly and easily than ever by leveraging the power of the most natural form of human communication: speech. In this session with Carol Valdez, you’ll discover how to identify content challenges that are excellent candidates for voice solutions. November 29, 2017

2. You talk into the air and stuff happens
That’s pretty cool, right?

3. But not everything makes sense to do with voice
A bad GUI is hard to use,
but a bad VUI isn’t used at all.
Imagine trying to read a
website through a
straw—mentally
processing an audio
signal feels a lot like that.
~Daniel Padgett,
Google

4. Machines know everything, right?
We are all – by any
practical definition of
words – foolproof and
incapable of error.
~ HAL
2001: A Space Odyssey

5. So, when is voice the best choice?

6. things that make voice a good choice8

7. When you’re giving people something they need
A gopher A teacherA personal
assistant
Entertainment A bouncer
A secretary
1
When voice is a good choice: 1 of 8

8. When using your voice makes a task easier
My hands
are full or
covered in
gunk
I need to
keep my
eyes on
something
else
I’m in the
middle of a
bunch of
stuff
I’m with
other people
and we want
to know
something
I have an
impairment
(temp or
permanent)
2
When voice is a good choice: 2 of 8

9. When you can personalize the experience
Will it be a logged in experience?
Being able to remember preferences will save users
from having to repeat information every time they
speak to the bot.
3
When voice is a good choice: 3 of 8

10. Johnnie Walker recently launched a skill that takes
you on a guided whiskey tasting.
4
When you can deliver content people enjoy
Just tell Alexa which scotch you’re drinking, and
she tells you all about it, walking you through
sipping, adding drops of water, and
appreciating the various flavors and aromas.
When voice is a good choice: 4 of 8

11. When you can build empathy through your
brand personality
More than just a voice; your bot is a character that engages your
customers and embodies the brand values of your organization.
5
A rich and detailed personality makes your voicebot more
• approachable
• believable
• relevant
When voice is a good choice: 5 of 8

12. The bot’s personality will affect its behavior
across the board
• How it asks questions
• How it copes with errors
• How it provides help
• How it handles the unknown

13. When you can include a human in the loop
Even the most advanced bot will be stumped by
some responses or requests.
You need to build loops that can also include a
human assistant, if needed.
That’s lame.
I’m going to
sue you
guys!
6
When voice is a good choice: 6 of 8

14. When you can combine it with a visual interface
Users tend to trust a system far more if they
receive feedback and confirmation
through a more visual channel.
7
When voice is a good choice: 7 of 8

15. Voice + visual = reassurance

16. When you have the right resources to devote to it
• Someone who can write
• Someone who can design for voice
• Someone who can analyze the data
• Someone who can train the model
Love your
copywriters &
content strategists.
~John Maeda,
Automatic
8
When voice is a good choice: 8 of 8

17. So, start with your customer
What else
might they
doing at the
same time?
What do they
want or
need?
Where are
they when
they want it? What info will
they need to
provide?

18. Consider common “placeonas”
Library
=
hands free
eyes free
voice restricted
ears free
Cooking
=
hands dirty
eyes free
ears free
voice free
Socializing
=
hands free
eyes free ears
busy voice
busy
Driving
=
hands busy
eyes busy
ears free
voice free

19. And, focus on experiences that make sense for your
customers in their lives
People will use what does and avoid what doesn’t.

20. Questions?
Carol Valdez
carolsv@amazon.com