A discussion about application personas (as opposed to user personas)
touched IVRs earlier this year on my blog
http://blog.genstart.dk/2008/11/25/what-would-reality-do/#comment-216751
I googled up some extracts from the mentioned book
You may want to check out this book: The Art and Business of Speech
Recognition: Creating the Noble Voice.
http://www.amazon.com/Art-Business-Speech-Recognition-Creating/dp/0321154924
It was written by a former professor of mine and it gives some great
examples of both greatly and poorly designed
I geek out on this. Don't know why. I guess I see IVRs and call centers as
the easiest opportunity for designing great experiences that provide an
immediate impact on the bottom line.
We've audited some IVRs as part of a larger sonic branding and identity
initiative for clients. I'm not an expert
Noel's story of that horrible IVR reminded me of an IVR usability study we
ran a few years ago which actually made someone cry and made another user
slam down the phone and say she couldn't take it anymore.
The test involved asking Walmart employees to call an IVR for a well known
investment
One thing that may help in building IVR's is better tools to do it.
Check this out: http://www.twilio.com/
Super disruptive as anyone can now build telephony with simple web
dev skills, and it scales.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Posted from the new
I've used voxeo to build IVR prototypes in the past. Free hosting, and you
can dial into a US number (with a PIN). It was very easy to make a push
button IVR in VXML. Voice activation also looked a bit easier than you'd
expect...
http://evolution.voxeo.com/
Twillo's mark up language looks pretty
I'm doing a really quick, one-off project for a class involving
interactive voice response (IVR) systems. What I'm looking for is
detailes on one or two really bad IVR systems, or maybe a study pointing
out the N most egregious flaws of IVR systems.
So far g5/Y! isn't getting me anything
Yes: Roxana Meites!She does it with Avaya, for example :-)
--
Juan Lanus
On Thu, Apr 30, 2009 at 12:50, j. eric townsend j...@flatline.net wrote:
I'm doing a really quick, one-off project for a class involving interactive
voice response (IVR) systems. What I'm looking for is detailes on one
Jet asked for: advice/pointers on IVR
Best resource I know of is the chapter on IVR, Designing Usable Voice User
Interfaces, in HCI Beyond the GUI (edited by Phil Kortum).
It's by Susan L. Hura who truly is an expert in the IVR space. Her business
is SpeechUsability and she's got a selection of
Thanks for all the replies so far... My deadline is Tue am, but I'll
continue to collect replies after that.
Caroline Jarrett wrote:
Jet asked for: advice/pointers on IVR
Best resource I know of is the chapter on IVR, Designing Usable Voice User
Interfaces, in HCI Beyond the GUI (edited by
http://www.paulhibbitts.com/usability-ucd-links.html#Audio
I worked at a place that worked closely with lexicons and asked a lot of
questions during that project.
All I remember off hand was that the lead engineer said I could always get
100% doing playstation karaoke by humming the songs rather
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