Lucent Technologies INTUITY CONVERSANT System Version 6.0 Guide

Testing and Using a Voice Response Application Design 
Page 5-1 Overview 
5
INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
5
5Testing and Using a Voice Response
Application Design
Overview
This c hap ter p rovid es g uid elines to test and  use a voic e resp onse ap p lic ation 
design.
Purpose
The p urp ose of this c hap ter is to p rovid e the information needed  to test and  use 
your voice resp onse ap p lication d esig n.  Testing  can p...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Testing and Using a Voice Response Application Design 
Page 5-2 Testing the Application 
5
Testing the Application
There are several step s to g etting  your ap p lic ation in servic e.  No matter how 
c arefully you plan your app lic ation, d o not exp ec t your first d esig n to b e p erfec t.  
The most suc c essful ap plic ation d esig ners arrive at their d esig ns throug h 
rep eated  testing....

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Testing and Using a Voice Response Application Design 
Page 5-3 Testing the Application 
5
Collect Data During the Test
You want to c ollec t two typ es of d ata in your testing :
nPerformanc e measurements — Two imp ortant p erformanc e measures are 
time (how muc h time c allers used  to c omp lete tasks) and  errors (the 
numb er and  typ es of errors mad e, and  where in the ap p lic ation they...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Testing and Using a Voice Response Application Design 
Page 5-4 Testing the Application 
5
Figure 5-1. Sample QuestionnaireName (op tional):                                                                                                    
Gend er:   Male   Female
What is your native lang uag e?                                                                                
Overall, I rate the voic...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Testing and Using a Voice Response Application Design 
Page 5-5 Testing the Application 
5
Testing in an Uncontrolled Environment
The less struc tured  usab ility testing method s involve similar tasks and  
measurements, b ut d o not req uire that rep resentative c allers b e b roug ht into a 
c ontrolled  environment.  You c an g ive the c allers a list of tasks to p erform b y 
c alling  into the...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Testing and Using a Voice Response Application Design 
Page 5-6 Testing the Application 
5
Recognition Errors
If your ap p lic ation uses sp eec h rec og nition, listen to what the c aller says, and  
what the rec ognizer d etermines that the c aller says.  Chang e your ap plic ation, if 
nec essary, so that c allers g ive you the resp onses you want at the rig ht time.  For 
examp le, if you d o...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Testing and Using a Voice Response Application Design 
Page 5-7 Testing the Application 
5
Continue Testing Until the Usability Goals
are Accomplished
If your usab ility goals are not yet ac c omp lished , refine the ap p lic ation ag ain, 
b ased on the sec ond  test results.  If you make refinements, b e sure to test the 
ap plic ation ag ain with rep resentative c allers to d etermine if the c...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Testing and Using a Voice Response Application Design 
Page 5-8 Testing the Application 
5 

Index 
Page IN-1  
INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670   Issue 1.0
December 1996
IN
Index
A
ac curac y
dial pulse recognition,2-3, 4-36
FlexWord speech rec ognition,2-9imp rovement
dial pulse recognition,2-3, 4-36
speech recognition,2-10
measurement,2-10Text-to-Speech,2-12touc h-tone recog nition,2-3
WholeWord  sp eec h rec og nition,2-6announc ements
confirmation
,4-7d efinition,1-5design guidelines,4-7
feedback,4-7p rerec ord ed...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670    Issue 1.0
December 1996
Index 
Page IN-2  
barge-in, (Con’t)WholeWord  sp eec h rec og nition,2-6
with error messages,4-34yes/no q uestions,4-19b ilingual ap plications,2-5, 4-40
design guidelines,4-40enhanc ed b asic sp eech,4-44language gate,4-40
touc h-tone recog nition,4-40WholeWord  sp eec h rec og nition,2-5, 4-40
C
caller
attrib utes,4-2
confusion,5-5d efinition,1-5feedback,5-3, 5-5
observations,5-5short-term...