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Voice UX | CxD TESTING & TUNING Designing, developing and even launching a voice service or a conversational interface is not the end of the storyAt DialogCONNECTION, we take your implemented and even fully deployed Speech IVR, VUI, Voice Assistant Skill or Chatbot and check whether it needs optimisation (tuning). For instance, by modifying just the wording of what your system says (prompt tuning), you can achieve dramatically better ASR and NLU accuracy, because the user is covertly "guided" to say what we expect (and have covered in the grammar). The same holds for tuned grammars (for out-of-vocabulary words), word pronunciations (for accents), tuned VUI designs (for error recovery strategies) and tuned ASR engine parameters (for timeouts and barge-ins).
For this purpose, we place test calls ourselves (if you haven't deployed yet) or transcribe and analyse thousands of live calls and conversation logs from your end users to identify issues and areas for improvement. In the former case, our tests may result in changes to the initial concept and design, all in good time before your interface has been released to the world.In the case of live call / recognition log monitoring, we have worked with both AVOKE Analytics and WEST Interactive in the past (now a single company!) to provide Speech Analytics and Voice Insights services to our clients and get insight into:Contact Center IVR performance (in terms of recognition accuracy, prompt clarity and conversational experience)The end-to-end caller | customer experience (with the voicebot | chatbot, on hold | in queue, and with your human Contact Center Agent).
This way we can identify opportunities for improvements not only in the dialogue system, but also in other customer channels.Your organisation can use the resulting Tuning report to decide whether and when you will implement our list of recommendations (prioritised according to urgency and severity) and modify your voice or chat service, and even your Contact Centre processes! |
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