Practical Speech User Interface Design

Introduction Foundations of Speech User Interface Design A Focus on Research-Based Design Guidance Organization of this Book Summary References Speech Technologies Speech Recognition Speech Production Speech Biometrics Summary References Key Concepts in Human Language and Communication Implicit Linguistic Knowledge Phonology Coarticulation Prosody Conversational Discourse Conversational Maxims Grammaticality Discourse Markers Timing and Turntaking Social Considerations in Conversation Summary References Self-Service Technologies Service Science Call Centers Technology Acceptance and Readiness Satisfaction with and Adoption of SSTs Relationship of IVR to Other SSTs Waiting for Service Service Recovery Consequences of Forced Use of SSTs Summary References The Importance of Speech User Interface Design User Acceptance of Speech IVR Applications Location on the "Hype Cycle" The Disciplines of SUI Design and the SUI Design Team The Consumers of SUI Design Major SUI Objectives The Components of SUI Usability The Power of the SUI Summary References Speech User Interface Development Methodology Concept Phase Requirements Phase Design Phase Development Phase Test Phase Deployment Phase Tuning Phase Sample Design Documents Summary References Getting Started: High-Level Design Decisions Choosing the Barge-In Style Selecting Recorded Prompts or Synthesized Speech SUI Personality and Persona Deciding Whether to Use Audio Formatting Using Simple or Complex Speech Recognition Adopting a Concise or Verbose Prompt Style Allowing Only Speech Input or Speech plus Touchtone Choosing a Set of Global Navigation Commands Deciding Whether to Use Human Agents in the Deployed System Choosing a Help Mode or Self-Revealing Contextual Help Summary References Getting Specific: Low-Level Design Decisions Creating Introductions Avoiding Poor Practices in Introductions Getting the Right Timing Designing Dialogs Constructing Appropriate Menus and Prompts Tips for Voice Spelling Confirming User Input Summary References From "Hello World" to "The Planets": Prototyping SUI Designs with VoiceXML Sample 1: Hello World! Some VoiceXML Concepts Sample 2: Hello Worlds Sample 3. Adding More Complex Features to Hello Worlds Sample 4. Even More Features Using Breaks to Fine-Tune Timing Using an Application Root Document Summary References Final Words I Appreciate Your Patience Please Hold for the Next Available Research Thanks for Reading, Goodbye! Index