ICMI's Customer Management Insight - April 2008 - (Page 23)

TECHNOLOGY BY BRUCE BALENTINE AND DAVID MORGAN for directors, managers, analysts and technology managers M Spoken User Interface Design: The Elements of Style user interface is that component of any product, service or application, that interacts directly with the human user. The job of the interface is twofold. First, it must present information to the user — information about the task at hand as well as information about the interface itself. Second, it must accept input from the user — input in the form of commands or operations that allow the user to control the application. A spoken user interface is one in which both machine presentation and user input take the form of human speech. Speech replaces the video display, indicator lights, buttons and knobs of the more traditional user interfaces. The machine presents output through digitized or synthesized speech — in effect, “reciting” information to the user — and accepts and interprets spoken user input through the use of speech recognition technology. The telephony user interface is, of necessity, becoming a spoken user interface. The machine that hosts the application is remote from the user, typically residing at a call center or other service provider site. The user has access to a telephone, an instrument that was originally designed for human-to-human conversation. Through this very limited “terminal, the user must interac” TO PURCHASE tively send and receive all information required by the application. Tasks performed through telephony interfaces include: remote banking, travel reservations, information inquiry, stock, mutual fund and other financial transactions, international calling, credit card verification and a myriad of icmi’s insight A In this excerpt from their best-selling book, How to Build a Speech Recognition Application, EIG’s Bruce Balentine and David Morgan touch on the unique application design issues surrounding speech-enabled IVR systems. www.icmi.com | APRIL 2008 23 http://www.incoming.com/WebModules/Products/PubDetail.aspx?ProductId=607 http://www.icmi.com

Table of Contents Feed for the Digital Edition of ICMI's Customer Management Insight - April 2008

ICMI's Customer Management Insight - April 2008 Operations: Small Call Centers, Big Potential Ad Index Contents Editor's Page Contact Center Spotlight People: Assessment Tools Recommended Reading Technology: Speech Recognition Special Feature: Best of Show Strategy: Service-to-Sales Success Expert's Angle - High Volume, High Stakes: A Better Strategy for Hiring Experts Angle - Secrets of Recruiting Success/Job Brands: Changing Applicant Reactions to Your Openings Experts Angle - Speech Analytics: Uncovering the Voice of the Customer

ICMI's Customer Management Insight - April 2008

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.