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May 2, 2017

I'm excited to be a part of UXPA's series of webinars this year!


How can chatbots learn from existing VUI design? What makes these new interfaces different, and how are they similar? Where do the Alexas and Siris come into the mix? We’ll discuss text-based vs. voi...

April 29, 2017

Spring 2017 brought another successful SpeechTEK back to Washington DC, although we were (yet again) too late to see the famous cherry blossoms. (Hint hint: Make next year’s conference a bit earlier!).

But, beautiful blossoms aside, if you couldn’t attend, there were a...

April 27, 2017

 As usual, the deck is after the jump! :)

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...

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