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April 8, 2017

Let’s say you’re already doing all of those great things we discussed in parts 1 and 2. You’ve considered the context of the caller and the mindset. You’ve implemented ways to keep your caller’s experience seamless- you’ve got automated payments and other behind-the-sc...

April 6, 2017

In part 1 we talked about understanding customer mindset in a self-service customer care setting and how considering mindset can lead to specific features and offerings which will enhance customer experience (and your revenue).

But going beyond features and offerings, h...

April 6, 2017

(Apologies for the Buzzfeed-like title.)

Let’s jump right in and give away the secret, because there really is no secret. The one great thing you must do for your VUI to make it relevant, fabulous, interesting, and usable is this:

Understand your customer.

It’s incredibly...

November 13, 2015

Let’s talk about pauses. Pauses determine how fast or slow your system will be perceived. One thing to keep in mind is that people in your business who are familiar with the system, such as your testers, or your business unit, will rapidly learn how to use it and becom...

October 15, 2015

First of all, what is prosody?


Prosody: the rhythm and pattern of sounds of poetry and language (Merriam-Webster)


So when we’re talking about prosody, we’re talking about:

  • How fast or slow the speech is

  • Spaces in between words

  • Intonation (rising, falling,...

September 16, 2015

Here are the following items which I can say unequivocally that you should never, ever, ever do. 


  • “Our menu options have changed.”


The problem is that enterprises put this prompt in their system and leave it there for six months. You may, in fact, use this promp...

August 4, 2015

In everyday usage, a persona is a character played by an actor. When we bring this term into the UX world, the most common meaning is a fictional character who represents a customer. This fictional person is based on demographic and psychological characteristics which...

July 25, 2015

Text-to-speech is everywhere these days, for example, the iPhone’s Siri, or Amazon’s Echo.  Yet, many IVR (interactive voice response) systems still rely on a human voice talent to actually sit down in a studio and read your prompts into a microphone. So, why haven’t m...

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