From Telephony VUI to Smartphone VUI

Ahmed Bouzid, Head of Product, Angel Bruce Balentine, EVP, EIG

Telephony VUI

§  IVR is intrusive: Caller called to speak to a human (Serving not the caller but the business)

§  Only the Audio Mode: For input (Speech, DTMF), For output (Voice and sounds)

§  Clear interaction End Points §  Interaction is Time Metered

(Utility business model) §  User must give their Full

Attention to IVR §  Personalization potential: low §  Low sound quality: Played to

caller and spoken by caller

Smartphone VUI

§  User engages VUI Voluntarily: I want to speak to my assistant

§  Multi-modality available: user gets to input in more than one mode

§  Start and End points are Fuzzy §  Interaction is Task focused: engage to

accomplish a specific task (Task Completion business model)

§  Multiple Tasks on at the same time §  User Not Trapped in the interaction: may

Pause and return at their leisure. Pausing is natural

§  Personalization potential: high §  User seems to tolerate Delays more on

Smartphone than IVR §  High Sound Quality: Played to user spoken

by caller

Telephony VUI vs Smartphone VUI

    Telephony   Smartphone  Engagement  Type   Compulsory   Voluntary  Interac5on  Modes   Exclusively  Audio   Mul5-­‐modal  Interac5on  Unit   Time   Task  Interactoin  End  Points   Clear   Fuzzy  ABen5on  Monopoly   High   Low  Tolera5on  for  Delays   Low   High  Sound  Quality   Low   High  

VUI Strategies

§  Pausing: –  In telephony need full VUI –  In Smartphone, just stop and then resume

§  Latency –  Telephony: Percolation sounds –  Smartphone: Visuals

§  Error Strategies –  VUI: NI/NM

§  Pause if no inputs in Smartphone §  Use MM if no match on Smartphone §  More room to help with handling errors: §  Display what user can say §  Offer tutorials to user

–  Non-VUI §  Telephony: Hold the caller until transaction is done. §  Smartphone: Asynchronous alerting. Don’t need to hold the user. Send alert when

transaction done.

VUI Strategy Differences

Behavior   Telephony  VUI   Smartphone  VUI  Pausing   Taxing  on  caller   Leverage  Visual  Latency   Limited  to  Audio   Leverage  Visual  Error  Strategies   Taxing  on  caller   Leverage  visual  Web  Service  Comple5on   Hold  the  caller  un5l  done   Message  the  user  when  done  

Conversations

§  Interactions –  Linear: Read News, Read

Facebook Wall –  Atomic: one question one

answer (What is the population of Algeria?)

§  Transactions –  Collect Information (Hotel

reservation information) –  Execute an action (Book

room)

Example Smartphone Functions

§  Telephone –  Placing and receiving calls –  Contact data management

§  Electronic Wallet §  Collaboration

–  conference calls –  shared SMS, tweet –  voice notes

§  C2B §  B2C Traditional IVR Functions

Pause Case

§  Pause Point: where in the conversation did the pause occur

§  Age of Pause: how long ago? –  If resuming ordering a book from 5

minutes ago, then ask if want to continue

–  If resuming ordering a book from 5 hours ago: then ask if want to continue + provide summary of where left off

–  If resuming ordering book from 5 days ago: then start from scratch (maybe selections are obsolete, etc.).

Multi-Tasking Issues

§  Task suspension and resumption §  Task stacking §  Abandonment Management §  Task prioritization §  Local- versus remote-transaction

contention resolution