A number of questions need to be answered, before going ahead with implementing a voice service as part of your organisation's digital strategy:
Why use speech recognition and Voice as part of your digital strategy process at all?
Is Speech recognition really necessary or is touchtone | DTMF sufficient or even more suited to your purposes?
Should perhaps your service combine both voice and DTMF? Which modality should be used where and when?
What is VUI Design and why and where will you need it?
How can you tell a "good" from a "bad" design?
How can you test a service and how can you ensure your users will accept and even .. like using it?!
Is it possible to optimise an existing service and how?
This is where a Discovery Workshop comes in handy!
At DialogCONNECTION, we work closely with your organisation (Business, Marketing & IT) to help you answer questions such as the above and decide on the potential business case for the introduction of voice in your existing digital CRM processes. Existing business processes, marketing strategies and customer channels are analysed, along with any financial, logistic and technical constraints and targets. For this purpose, we organise intensive 1-5 day Discovery Workshops, which are also used for the conception and design of new services - if applicable.
The outcome of these brainstorming sessions and workshops is a VUI Vision Proposal, which sketches out the proposed Voice User Interface in terms of functionality (what the system can and cannot do) and in terms of hear-and-feel (communication style and tone). This indispensable step can help us eliminate upfront any unrealistic or even wrong assumptions about what a service should do and what its users expect from it or how they will behave towards it, which will save a lot of time, effort and cost in the medium term.