Lucent Technologies INTUITY CONVERSANT System Version 6.0 Guide

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Planning a Voice Response Application 
Page 3-3 Plan Your Application Design 
3
Purchase Enhanced Basic Speech
The INTUITY CONVERSANT system p rofessionally rec ord ed  sp eec h, known as 
enhanc ed b asic  sp eec h in the following  languag es (the rec ord ed  voic e is female 
unless sep arate male and  female are ind ic ated ):
nAustralian Eng lish
nBrazilian Portug uese
nCanad ian Frenc h...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Planning a Voice Response Application 
Page 3-4 Plan Your Application Design 
3
Offer a User Guide
If you know your c alling  p opulation, you c an take advantag e of this knowled g e 
and provide a user guide.  User guides can be very simple, providing just 
enough information so that c allers will not b e surp rised  b y the automated  
transac tion.  More d etailed  user g uid es c an inc lude...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Planning a Voice Response Application 
Page 3-5 Plan Your Application Design 
3
Diagram Your Application Design
When p lanning your ap p lic ation, c reate a d iag ram of how you want the 
ap plic ation to ap p ear to c allers.  A d iag ram is help ful to d ep ic t the struc ture of 
the app lic ation.  The d iag ram also allows you to p lan what to d o when errors 
oc c ur, an asp ec t of ap p lic...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Planning a Voice Response Application 
Page 3-6 Plan Your Application Design 
3
Figure 3-1. Sample Application Flowchart 

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Planning a Voice Response Application 
Page 3-7 Plan Your Application Design 
3
Use Outlines
Another way to d iag ram the ap p lic ation is an outline, as shown b elow.  Outlines 
are easier for some p eop le b ec ause they only use word s, not symb ols.
Samp le outline:
Caller d ials in.
Prompted with:“ You have reac hed  Hig h Tec hnolog ies, Inc orp orated .”
1: “ Please say the first and  last...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Planning a Voice Response Application 
Page 3-8 Plan Your Application Design 
3 

Designing a Voice Response Application 
Page 4-1 Overview 
4
INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
4
4Designing a Voice Response 
Application
Overview
This c hap ter d esc rib es sp ec ific  g uid elines to use when d esig ning  your voic e 
response ap p lic ations.  Many of the guid elines in this c hapter are sp ec ific  and  
d irec tly related  to one or more of the I
NTUITY™ C ON VERSAN T®  s y st e m  
ad vanc ed  tec hnolog ies...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-2 Application Design Research 
4
Application Design Research
In order to d esign the most suc c essful ap p lic ation p ossib le, it is a g ood  id ea to 
research some basic design principles.  Human factors experts call these 
usab ility p rinc ip les, sinc e they are c ritic al to d esig ning  a usab le ap p lic ation.
Bec ause of exp erienc es with...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-3 Application Design Research 
4
Note any other p ersonal attrib utes that c ould affec t how c allers will interac t 
with your ap p lic ation, and  work to make sure that your ap p lic ation serves 
all callers well.
nHow often d o they c all?
Some ap p lic ations are meant to b e used  only one time, while others c an 
b e used  more often.  Callers...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-4 Application Design Research 
4
Provide Feedback
Whenever c allers p ress touc h tones or sp eak in response to a p romp t, let them 
know how the resp onse was interpreted .  This c larifies the transac tion for c allers.  
For instanc e, if c allers p ress zero for an attend ant, the ap p lic ation c ould say 
“ Please hold for an attendant.”...