Do It Yourself Workshop:Designing Information-Collection Prompts

August 19, 2013

Mark SmolenskyAT&T

Crispin ReedyVersay

Questions-driven focus High level data collection state concepts More detail on the design guidelines website

videsign.wikispaces.com, chapter 5 Example exercises in groups

Agenda

Examples and Questions

“IT DEPENDS”

#1 Design Consideration?

Single Slots Phone Numbers Account Numbers Zip/Postal Codes Other (PINs, SSN)

Multiple Slots Credit Cards Dates (hybrid) Amounts (hybrid) Addresses Emails Names

Types of Data to Collect

“What’s your account number?”Simple Collection - Example

Location hint

Touchtone fallback

Confirmation

Escape

“Your account number’s nine digits long, and you can find it on the back of your bill. Please say or enter it now. If you don’t have it, say ‘I don’t know.”

“You said 120912301. Is that right?”

Is there an internal structure? Offer wait state Use checksum test before doing account lookup Length of the input

Variable or fixed length Inter-digit time-out Delimiters Terminator Keys

Additional Considerations

Workshop #1Large Group

“Please say, or enter, your credit card number now. You said…

Complex Collection - ExampleTouchtone fallback

“And the expiration date?” You said..

“Finally, I’ll need the three digit security code on the back of the card.” You said…

Depends on card type

Confirmation

Checksum / Type

Dates Collect only the parts of the date required

Amounts ASR is better than DTMF for collection

Addresses Require USPS database, special grammars

collecting zip first.

Additional Considerations

Project Tactics Limit the grammar

Constraint List N-Best + Back-End Data Validation

Confirmation Letter Names

Alphanumeric

Can you avoid it? Phone number / SSN / Zip / DOB?

Set expectations Not always easy!

Describe the problem What tools do you have available?

Constraints / patterns? Back-end data source available?

Can you run a proof of concept / experiment?

Alphanumeric

Workshop #2Small Group

Bringing together previously informally-associated professionals into a more cohesive group that crosses borders between companies, providers, customers, academia, and disciplines

Discovering and defining together what it means to be voice interaction and experience designers

Sharing information: career knowledge, news, resources, and opportunities for professional growth

Eliminating apathy and antipathy toward the need for good design of automated voice services

Advocating for the general public who use our applications and products and for good design in general

Providing educational knowledge to companies and the public about automated voice services

Spurring and conducting valid and meaningful research into voice interaction and experience design techniques

Memberships are being accepted via the AVIxD website… http://www.avixd.org

What is AVIxD About?