1 - LumenVox

Error Handling
Make your speech system more efficient and usable by optimizing error
handling.
Focus on the basics: Is the system accurate? Does the caller achieve call completion? Does the
caller like using the system, and want to continue doing business with your company?
An optimal application addresses these issues by combining technology with art. Mixing technical
aspects, like programming and testing, with aesthetic elements, like writing, casting, and coaching,
reduces errors and increases customer satisfaction. Give sufficient consideration to each part of
the development process.
Understand the speech recognizer that you are using⎯the confidence scores it returns allow you to
make good decisions about the call flow. Track confidence scores at the project, grammar, and
single call levels, to set both static and dynamic thresholds. This will permit the system to make a
good decision on whether or not to confirm.
Remember that it is better to confirm than to make a mistake. Although confirming can be
unpleasant for callers, it is preferable to the frustration of being lost. Figure out when you need to
confirm using the confidence scores, and try to make the confirmation prompts less complex than
the original prompt. If you choose your confirmations wisely, even though it takes a little longer,
users will not become irritated or impatient, and will get to where they need to be.
Help Callers Avoid Frustration…
Errors occur because callers get lost⎯or are unsure of what to say. In either case, this
is usually a prompt issue. Effective prompt writing guides callers to say what is in the
grammar. Another option is to make the grammar robust enough to handle reasonable
requests, even when the caller's phrasing is clumsy.
No matter the style, the prompt should always focus on the task at hand: moving the
call forward.
Sequential prompts should be connected with transitions, e.g., first, next, finally.
Prompts can also use related questions, as in "Please tell me your account
number…And your pin code."
Although long prompts should generally be avoided, sometimes a few extra words pay
off. Phrases like "Just to confirm," "Almost finished," and "So I can help you better"
create a forward mental model…in these cases, reassuring the caller is more beneficial
than the few seconds you gain by clipping the prompt.
Whatever your company's style or needs, LumenVox can help.
Solving Problems
When an error happens, fix it! And don't let it happen
again.
Sounds simple enough, but how? And what will
customers do in the meantime?
Figuring out why an error happens is the key to fixing
it. The feedback callers provide is often vague;
instead, go straight for empirical data. Examine the
context of the call to help pinpoint what caused the
error: too much background noise; not enough
volume; mispronunciation. Invariably, errors will
occur. To provide great customer service through
speech applications, we need to minimize errors, and
make the caller as comfortable as possible when errors
do occur.
Error-handling interfaces often increase caller
frustration. Recognize any of these?
Adversarial error responses:
"I need you to be more specific."
Generic responses:
"I'm sorry, I didn't understand."
Annoyingly enthusiastic responses:
"Let's try it again!"
When developing speech applications, most companies strive to
achieve a balance between saving money on live agents and
providing better service than traditional DTMF systems.
Unfortunately, callers are sometimes uncomfortable with speech
applications⎯they try to talk as they would to a human, or worse,
speak in a stilted way, because they think computers will better
process their requests. Successful experiences with your call
system will help increase caller confidence⎯and when errors
occur, callers will be more patient if they have had positive
experiences in the past.
Improving the caller experience is about good service.
Thinking carefully about the error interface, designing
effective prompts, testing the call system often, and
examining the context of errors can help improve
the caller's satisfaction with the speech
application…and with your business.
We are delighted that an industry
leader like LumenVox has met the market
demand with a product specialized for our
TeleVantage platform.
Rob Black Product Marketing Manager
of Vertical (formerly Artisoft)
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