Few customer-care technologies have a more compelling ability to trigger a radical shift in both customer experience and contact center operating costs than interactive voice response (IVR) systems. IVRs with the ability to recognize human speech -- commonly known as speech-enabled IVRs -- pick up where their touch-tone or dual-tone multifrequency (DTMF) counterparts leave off. But just because customers can talk to the application doesn't mean it's a panacea to prevent their frustration. In fact, the design of the system is even more important when speech technologies come into play, and voice user interface (VUI) design continues to serve as a main hindrance to stronger satisfaction rates. [click heading for more]
www.getdesign.in - My periodic blog exploring the world of business, experience design and interaction, with a smattering of gadgetry and social media. A world where business, people and technology meet.
Let's Fix Things: For over two decades I've been consulting in Communications Design: Everything from business strategy and processes, through to technology, interaction and customer experience. The thoughts here are my own, not necessarily that of my employer.
I have a penchant for spotting patterns and fixing broken user and customer experiences. Even my Bumblebee project hasn't escaped - I've been using Six Sigma techniques to study and predict their behaviour patterns. ☺