VoiceXML/IVR Best Practices
Posted: Fri Feb 26, 2010 2:41 pm
I am getting a lot of information out of these forums and was wondering if someone could help me out here. I am in charge of configuring IVR system for 2 distinct caller group and am dealing with a lot of complaints about the usability.
The first group are callers, mostly immigrants, which are not necessarily well versed in the English language calling from a noisy (car) environment.
The second group is comprised of mostly elderly or physically impaired users, which – to say the least – are not necessarily fond of technology.
The complaints I am getting are around the “robotic” voice (which we will address with human recorded voice prompts once they are signed off on), sensitivity (a background noise, cough, etc. taken as input and stopping the prompt, confusing both caller and system), timely input, etc.
I was wondering if the forum has any suggestions on how to optimize the settings of sensitivity, length of pauses, waits for input, and so on. Every time I get complaints the system is compared to “Well, how does United Airlines do it?” or “Why can’t it work like ___?” (insert UPS, FedEx, any big company) and while they do compare apples to oranges I am challenged to get as much as I can out of the Plumvoice system.
Thanks!
-hp-
The first group are callers, mostly immigrants, which are not necessarily well versed in the English language calling from a noisy (car) environment.
The second group is comprised of mostly elderly or physically impaired users, which – to say the least – are not necessarily fond of technology.
The complaints I am getting are around the “robotic” voice (which we will address with human recorded voice prompts once they are signed off on), sensitivity (a background noise, cough, etc. taken as input and stopping the prompt, confusing both caller and system), timely input, etc.
I was wondering if the forum has any suggestions on how to optimize the settings of sensitivity, length of pauses, waits for input, and so on. Every time I get complaints the system is compared to “Well, how does United Airlines do it?” or “Why can’t it work like ___?” (insert UPS, FedEx, any big company) and while they do compare apples to oranges I am challenged to get as much as I can out of the Plumvoice system.
Thanks!
-hp-