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. ☺
According to a presentation at the 93rd Scientific Assembly and Annual Meeting of the Radiological Society of America, the implementation of speech recognition software in a radiology physician practice generates fewer errors than traditional transcription methods. [click heading for more]
Interactive voice response (IVR) systems can cause a strong improvement in customer experience and contact center operating costs like few other customer-care technologies can. Speech-enabled IVRs have the ability to pick up where their dual-tone or touch-tone multifrequency counterparts leave off. But this doesn't necessarily make it an all-purpose cure-all. Rather, when speech technologies come into play, the design of the system is that much more important. Voice user interface design is a top obstacle to higher rates of satisfaction.
Designing a speech-enabled IVR can be complicated. The following are seven proven strategies to aid in the transition to speech-recognition IVR technology. [click heading for more]
So, do we need natural language? If speech recognition is a tool--like a keyboard--and if we can build useful applications based on the recognition of a few words, why do we need sophisticated natural language understanding? The reason why we need natural language is that it is not always possible to get away with keywords. [click heading for more]
AN Australian music expert believes voice recognition systems need to tune into our emotions to better understand what we're asking for. Dr Schubert, who is chairing the inaugural International Conference on Music Communication Science being held in Sydney, believes the secret to developing a better voice recognition system may lie in music. [click heading for more]
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]
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