The Elements of Voice First Style

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• Preface
  • Who Should Read This Book?
  • Why We Wrote This Book
  • Navigating This Book
  • OReilly Online Learning
  • How to Contact Us
  • Acknowledgments
• Introduction
• 1. Why Voice First
  • Eyes-Free
  • Hands-Free
  • Ephemerality
  • Wealth
  • Passivity
  • Minimal Effort
  • Broadcasting
  • Nonliteracy
• 2. When Voice First
  • Environment
  • Content
  • User State
    • Physical State
    • Competency
    • Availability
    • Willingness
  • Channels
  • Some Scenarios
    • Scenario 1
    • Scenario 2
    • Scenario 3
• 3. Why Voice First Automation
  • Reduce Costs
  • Handle Spikes
  • Increase Customer Satisfaction
  • Increase Agent Satisfaction
  • Increase Revenue
  • Enable Personalization
  • Facilitate Task Completion
  • Secure Privacy
  • Increase Security
• 4. The Three Core Characteristics of the VUI
  • Time Linearity
  • Unidirectionality
  • Invisibility
• 5. The Elements of Conversation
  • The Ontology of Conversations
    • Participant
    • Statement
    • Turn
    • Conversation
  • The Conversational Actions
  • The Conversational States
  • The Internal Conversational Context
  • Conversational Signaling
    • Signaling States
    • Signaling Transitions
• 6. The Rules of Conversation
  • The Cooperative Principle
  • The Maxim of Quality
  • The Maxim of Quantity
  • The Maxim of Relevance
  • The Maxim of Manner
• 7. The Basic Tenets
  • The Voicebot Is Not a Human
  • The Voicebot Should Be as Smart as the Data It Hasand No More!
  • The Voicebot Should Be Consistent
  • The Voicebot Should Be Transparent
  • The Voicebot Should Behave Respectfully
• 8. The Extra-Conversational Context
  • The State of the User
    • Emotional State
    • Linguistic Competence
    • Level of Familiarity
    • Technical Savviness
    • Physical Readiness
    • Task-Relevant Properties
  • The Physical Context
  • The Social Context
  • The Recent Context
  • User Patterns
  • User-Base Patterns
• 9. The UI Use Case Fit
  • An Illustrative Use Case
  • Basic Heuristics
• 10. The Elements of Starting
  • Be Brief
  • Use an Audio Icon
  • Drop the Welcome to
  • Never Ever Say, Please Listen Carefully as Our Options Have Changed
  • Have the Voicebot Refer to Itself in the First Person
  • Drop You Can Interrupt Me at Any Time
  • Keep the Origination Context in Mind
  • Remember the Users Preferences
  • Anticipate User-Specific Requests
  • Anticipate General User-Base Requests
• 11. The Elements of Prompting
  • Prompt Types
  • Writing Effective Prompts
    • Use Language That Is Commonly Used in Conversations
    • Remember That the User Will Mimic the Voicebot
    • Unless Its Essential to the Use Case, Dont Use Slang or Jargon
    • Put the Most Important Information First
    • Use Want Instead of Wish
    • Avoid Using Speak
    • Use Contractions
    • Be Consistent in Your Wording
    • Avoid Mixing Recorded and TTS Speech
    • Its OK for a Sentence to End in a Preposition
    • Avoid Using Whom
    • Minimize the Use of Please
    • Use Incremental Prompts When Dealing with Expert Users
    • Use Tapering Prompts to Minimize on Wordy Repetitions
    • Request an Explicit Confirmation Only When Necessary
• 12. Choices
  • Present the Most Requested Items First
  • Keep the Menu List to Three Items or Less
  • Keep the Menu Depth to Three Levels or Less
  • Avoid the Construction of for/to X, Say X; for/to Y, Say Y; for/to Z, Say Z
  • Dont Use, Please Select from the Following Options
  • Use the Same Part of Speech/Clausal Form When Listing Menu Options
  • Let Users Ask, What Are My Choices?
  • Let Users Climb Back the Menu
  • Offer to Repeat the Menu Options After a 3-Second Pause
  • Turn on Barge-In for Expert Users
  • Include and Teach Shortcuts
• 13. Managing Failure
  • Types of Failure
    • No-Input
    • No-Match
    • Misrecognition
    • System Failure
  • Causes of Failure
    • No-Input
    • No-Match
    • Misrecognition
    • System
  • Best Practices
    • Always Have the Voicebot Take the Blame
    • Give the User Three Chances
    • Offer Explicit Examples of How to Respond
    • Be Careful When You Reprompt
    • Establish Safety Points
    • Never Terminate a Conversation UnilaterallyEspecially During Recovery
    • Dont Be Repetitive During Recovery
    • Orient the User About Where They Are
    • Give the User Information About the Issue
    • Do Not Be Overly Apologetic
• 14. Help Strategies
  • Tell the User That Help Is Available
  • Detect When the User Needs Help
  • Structure Your Help
    • Mention the Basic Task the Voicebot Is Trying to Solve
    • Offer Help to the Most Frequently Encountered Problems First
  • Return from Where You Left Off After Giving Help
  • Be Concise and Specific with Your Help
  • Use Context to Guide Your Explanations
  • Illustrate Your Explanations with Examples
  • Offer Help Only When It Is Needed
• 15. Verbal Dialogue Marking
  • Acknowledge Receipt of Information
  • Announce That the User Is About to Receive Some Information
  • Mark Sequences
  • Mark the Beginning and End of a Section
  • Mark Failures
  • Show Light at the End of the Tunnel
  • Indicate Implicitly That the Voicebot Still Owns the Turn
  • Tell the User Explicitly That They Are Being Placed on Hold
  • Dont Repeat the Same Marker Twice in a Row
  • Pay Attention to the Markers After a Failure Strategy
• 16. Nonverbal Dialogue Marking
  • Types of Nonverbal Audio
  • Opening the Dialogue
  • Signaling That Its the Users Turn to Speak
  • Signaling That the Voicebot Is Busy Doing Something and Is Holding the Turn
  • Waiting for the User to Give an Answer
  • After a No-Input
  • Announcing a List of Choices
  • Entering a New Section
  • Marking Transition from One List Item to the Next
  • Announcing Help
  • Ending the Conversation
• 17. Language Design
  • On Naturalness
  • Key Terms
  • Designing an Effective Language Model
  • Clearly Define the Problems That Your Voicebot Can Help the User With
  • Communicate Why the Voicebot Exists and What It Can Help the User Do Outside of the Voicebot
  • Spend Time Building a Clean Ontology
  • Do Not Design Your Language from the Armchair
  • Go Explicit When Recovering from a Language Error
• 18. On Silence
  • Prior to Listing Options
  • Between Options in a Menu List
  • Between Categories of Options
  • When Interacting with Power Users
  • After Echoing
  • Before and After TTS Prompts
• 19. The Elements of Closing
  • Allow the Users to Explicitly End the Dialogue
  • Allow the User to Request a Human
  • When the User Has to Wait, Provide a Waiting Time Estimate
  • Provide the Option to Cancel a Transfer to a Human
  • Keep the While-You-Wait Audio Relevant
  • Understand the Users State of Mind When You Play the While-You-Wait Audio
  • Never Say, Your Call Is Important to Us
  • Dont Make the User Repeat to the Human Information They Provided to the Voicebot
  • Make the Human Agent Aware That the Customer Was Interacting with the Voicebot
  • Avoid Transferring Users from One Voicebot to Another
  • Dont Play Phone Rings Unless You Are Transferring Directly to a Human
  • Reassure Users of Success
  • Dont Provide Any Crucial New Information
  • Give the User a Quick Tip
  • Offer to Reach Back
• 20. Voice First Notifications
  • Fundamental Considerations
  • Key Notification Attributes
    • Notification Urgency
    • Notification Content
    • Delivery Context
  • Key Form Factors
    • Far-Field Voice
    • Near-Field Voice
    • In-Ear Voice
  • Some Best Practices
    • Be Mindful of the Receivers Time Zone
    • Provide Some Context
    • Cut to the Chase
    • Repeat the Important Information
    • Provide the User with a Way to Get More Details
  • Some Scenarios
    • Scenario 1
    • Scenario 2
    • Scenario 3
• 21. Laying Out the Foundations
  • Bring Together All the Key Players
  • Define the Business Goals
  • Define User Needs and Intent
    • Identify User Tasks
    • Identify Usage Patterns
  • Define the Voicebots Voice Register
• 22. The Key to Successful Product Launches
  • Write Everything Out in Full Sentences
  • Your Press Release Needs to Be Crystal Clear
  • Your Answers Are Given in One or Two Paragraphs at Most, and Not Much More
  • Answer the Basic Questions First
  • Describe Clearly the Research You Have Done
  • Be Modest and Cautious in Your Claims and Statements
  • Make Your Document Readable by Everyone
  • List the Functional Requirements in Terms of What the User Can Do
  • Describe the Intended Minimum Viable Product (MVP) in Detail
• 23. The Elements of Deployment
  • Product Management
  • Product Marketing
  • UX Research
  • UX Design
  • Development
  • Quality Engineering
    • Functional Testing
    • Traversal Testing
    • Stress Testing
    • Beta Testing
  • Program Management
• 24. Post-Launch Monitoring
  • Sources of Information
    • Interaction Logs
    • The Audio of the Interactions
    • End Users
  • The Basic Questions
    • Where Are Users Abandoning the Session?
    • Where Are Users Asking to Be Connected to a Human Agent?
    • Where Are Users Saying the Wrong Things?
    • Where Are Users Not Saying Anything?
    • Where Are Users Speaking Too Soon?
    • What Is the Noise Level of Your Users Environment?
    • What Options Are Your Users Asking For?
    • How Are Users Feeling About the Voicebot?
• 25. The Elements of Voice First Success
  • Abandonment Rate
  • Automation Rate
  • Average Number of Failures per Session
  • Average Number of Failures per Task
  • Average Task Completion Time
  • Containment Rate
  • First-Use Resolution Rate
  • Task Completion Rate
  • Task Initiation Rate
  • Time to Task
• 26. Coda
• A. The 10 Sources of Voice First Failures!
• B. Demonstrating Voice First
  • Remove All Prompts That Explicitly Talk About Failure
  • Dont Speak Over Prompts
  • Dont Have the Voicebot Talk for More Than 10 Seconds When It Starts Without Giving the Turn Back to You
  • Test the Voicebot with the Same Equipment You Will Use in the Demo
  • Have Two or Three Backup Ways to Demo the Voicebot
  • Test the Application in the Same Room and Environment Where You Will Do the Demo
  • Know How to Gracefully End a Telephony-Based Voicebot
  • Ask for Silence
  • Never Improvise or Show Off While Demoing
  • If, for Whatever Reason, the Voicebot Fails, Be Honest About Why It Failed
  • No Cheat Sheets!
  • Speak Normally
  • Dont Leave Long Silences Between Words When You Speak
  • Keep It Really Short
• C. Useful Matrices
  • The Assessment Matrix Cheat Sheet
  • Value-Usability Matrix
  • Feature Expectation Matrix
  • Automation-Complexity Matrix
    • Quadrant 1
    • Quadrant 2
    • Quadrant 3
    • Quadrant 4
• A Voice First Glossary
• References
• Index

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