1. Voice Guidelines 1© 2013 by Larson Technical Services

2. 2 Consistency your name? your birthdate? your street address? your city? your zip code? OR Say your name. What is your birthdate? Say your street address. In which city do you live? Please enter your zip code now. Section 6.2.6©2002 Larson Technical Services © 2013 by Larson Technical Services

3. 3 Silence and Pauses Chunking numbers This phone number is easy to understand because it has pauses between its chunks. Section 6.3.2©2002 Larson Technical Services © 2013 by Larson Technical Services

4. 4 Allow the Caller to Barge-in Allow users to “barge in” Exceptions – Callers may be required to listen to advertisements. – Caller may be required to listen to legal announcements and conditions. – Callers may be required to listen to critical instructions. Disable barge-in – Section 6.7©2002 Larson Technical Services © 2013 by Larson Technical Services

5. 5 Where to Put Grammars Welcome to the electronic payment system. Whom do you want to pay? Joe Sue </grammar How much do you want to pay? Do you want to pay to ? Section 6.9©2002 Larson Technical Services © 2013 by Larson Technical Services

6. 6 Built-in Grammars boolean date digits currency number Inputs include affirmative and negative phrases appropriate to the current locale. DTMF 1 is yes and 2 is no. Valid spoken inputs include phrases that specify a date, including a month, day, and year. DTMF inputs are: four digits for the year, followed by two digits for the month, and two digits for the day Valid spoken or DTMF inputs include one or more digits, 0 through 9. Valid spoken inputs include phrases that specify a currency amount. For DTMF input, the "*" key will act as the decimal point. Valid spoken inputs include phrases that specify numbers, such as "one hundred twenty-three" or "five point three". Valid DTMF input includes positive numbers entered using digits and "*" to represent a decimal point. The result is a string of digits from 0 to 9 and may optionally include a decimal point (".") and/or a plus or minus sign. Section 7.5©2002 Larson Technical Services © 2013 by Larson Technical Services

7. 7 More Guidelines (Cont’d) Chooses from among the following: Salmon fish Trout fish Roast beef Ground beef Chooses from among the following: Salmon Trout Roast beef Hamburger ©2002 Larson Technical Services more… Make options Sound different © 2013 by Larson Technical Services

8. 8 Forms—Implicit Conformation Welcome to the electronic payment system. Whom do you want to pay? How much do you want to pay to ? … If the confidence is high, use an implicit confirmation. ©2002 Larson Technical Services © 2013 by Larson Technical Services

9. 9 Forms—Explicit Confirmation Welcome to the electronic payment system. Whom do you want to pay? How much do you want to pay? Do you want to pay to ? If confidence low or the result is critical, use an explicit conformation. ©2002 Larson Technical Services © 2013 by Larson Technical Services

10. 10 Guidelines Menu organization matches the caller’s perspective Short prompts Tapered prompts on successive slots – On a scale from one to five, how easy did you find this application to use? – How helpful were the help messages? – Was the system easy to understand? – Overall impression? ©2002 Larson Technical Services © 2013 by Larson Technical Services

11. 11 More Guidelines Progressive assistance (error handling for a single slot) 1.Present a short prompt asking the caller to respond 2.Present a short description of what the caller should say 3.Present an example of what the caller should do 4.Offer to present short segments or transfer to a human operator State what is expected Wording of prompts – Bruce Balentine and David P. Morgan, How to Build a speech Recognition Application ©2002 Larson Technical Services © 2013 by Larson Technical Services

12. 12 More Guidelines Detect errors as soon as possible Avoid putting blame on the caller Avoid You said February 30. This is not a valid date. Please restate the date. Use the following: February 30 is not a valid date. Please restate the date. ©2002 Larson Technical Services © 2013 by Larson Technical Services