Chapter 12: Programming Examples
135
IVR and Voice Form Applications
This section provides guidelines for writing effective IVR (Interactive Voice Response)
and voice form applications. It also provides examples of how to use Amanda’s menus,
greetings, and messages as well as the Q(), M(), R(), and P() commands from Amanda’s
Token Programming Language.
Before you start, determine whether your application will be used by infrequent users,
expert users, or both.
You might need to design a training mode (which explains the choices—perhaps using a
different voice for the explanations) and an expert mode (which offers minimal
explanation).
Consider using short-cut options that allow expert users to access information more
quickly.
Also think about the average user’s vocabulary and familiarity with similar systems as
well as the type of telephone he will use and the location from which he will probably call.
For example, don’t use technical terms with non-technical users. If you expect users to call
from pay telephones, the noise around them might make voice response a poor choice.
Making the User Comfortable
To make users feel that they are in control of the application rather than at the mercy of it,
the greetings should perform the following tasks in order:
1.
Identify the company or service so that the user can determine whether he has placed
his call correctly.
2.
Identify the application as non-human so that the user does not expect human interac-
tion.
For example, avoid personal pronouns in phrases. Use “Please enter the number”
rather than “tell me the number.”
3.
If necessary, separate callers using touch-tone telephones from those using dial-pulse
telephones.
Use something similar to “If you are calling from a touch-tone phone, please press 1
now. Otherwise, please remain on the line. An attendant will help you.”
4.
Early on the first menu, offer the user access to a human attendant.
5.
Offer access to a human attendant and call termination on each menu level.
6.
Customize the greetings for the user.
For example, if the user has only three of the five services you offer, never offer him
the option of adding the services that he already has or the option of canceling the ser-
vices that he does not have.
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