Video: How to Assess if a Conversational UI Is Right for You
Learn more about conversational systems at the next SpeechTEK conference.
Read the complete transcript of this clip:
Katie Lower: At some point during your conversation design project, you're going to make an assessment as a team about whether a conversational interface is really in the realm of possibility as a solution for you, and whether it will be a good customer experience, whether you'll get a good return on investment, and whether even part of the conversation or the whole of the conversation can even be automated. Normally these decisions kind of take place in a vacuum, in a tunnel, in the scope of your own project.
What we're suggesting to you here--no surprise by now--is that we believe that these assessments should be shared a little bit more broadly in the organization across different project teams. Efficiency in this case is certainly a compelling reason to share so that people don't kind of maybe repeat the same mistakes that you did, or have to go and do the same learnings you did. But sharing your assessment, it opens up discussions about what is right for a conversational interface and what may not be right for a conversational interface, what the benefits and the burdens are of those systems.
Because we know that one team's "yes" may be another team's "no," we wanted a way to sort of complete an assessment that was a little bit more objective than subjective. We know that Google, and others since I've last looked, have assessments out there that help designers determine whether conversation is the right fit for a solution, and what we're showing you here is just a little bit of an enterprise twist on that Google model that's already out there. Again, geared more towards large organizations, and perhaps even more support circumstances.
So, you want to ask yourself, do reps talk about this topic or intent with customers currently? Can the topic be something that's covered in a few turns? Is it efficient for the reps to do? And is the topic covered in the same way? Is this a repeatable process, or is this something where reps really have to improvise and do something different each time? Also, do users have trouble finding information about this topic elsewhere? Is this kind of a closed, private thing or is there a lot of information out there in the world about that? Would the bot be able to tap into the same systems and the same data and the info that reps have to provide an answer, or is that data behind a system that's kind of closed off and not something you can tap into?
Going through the checklist and answering these questions for our login assistance use case, we determined that getting help through an automated conversation would be a right fit. Basically the only one, the only box we didn't have fully checked, was that there is other information about this use case out on our sites and such, but we know that customers still have problems, so let's help them in that case.
If you need a dialogue engine that will allow you to develop next-gen conversational IVR applications while being compatible with the VoiceXML standard, this is a must read.
Twilio Director of AI/ML Nico Acosta explains how to train your AI to deliver end-to-end experience in conversational self-service systems in this clip from his keynote at SpeechTEK 2019.
Twilio Director of AI/ML Nico Acosta explores the market's three prevailing megatrends--cloud, omnichannel, and intelligence--and their impact on the customer journey and the cost of doing business in this clip from his keynote at SpeechTEK 2019.
Twilio Director of AI/ML Nico Acosta discusses the advantages of AI-driven conversational IVR platforms like Twilio Autopilot over old-school 0-9 systems for improved CX and business efficiency in this clip from his keynote at SpeechTEK 2019.
Allstate Conversational Designer Katie Lower defines the customer journey map as a visualization of the customer's process and explains why it's valuable in this clip from her presentation at SpeechTEK 2019.
Grand Studio Lead Designer Diana Deibel discusses the ethical implications of speech UIs and remaining cognizant of the inherent human elements of speech and conversation in this clip from her presentation at SpeechTEK 2019.
Grand Studio Lead Designer Diana Deibel discusses multiple approaches to making VUI design transparent--the Google vs. Alexa, system-initiated vs. user-initiated--in this clip from her presentation at SpeechTEK 2019.
Pindrop Director of Product Marketing Ben Cunningham discusses best practices for voice authentication in IVR design in this clip from his panel at SpeechTEK 2019.
Gridspace Co-Founder and Co-Head of Engineering Anthony Scodary demonstrates Grace, Gridspace's new automonous call center agent, in this clip from his keynote at SpeechTEK 2019.
Orion Labs Head of Product Ellen Juhlin and Voicea CMO Cory Treffiletti discuss persisting challenges in speech-to-text, AI identifying intent, user expectations, and more in enterprise speech tech applications in this clip from their panel at SpeechTEK 2019.
451 Research Senior Analyst Raul Castanon discusses new findings of a recent survey on speech technology adoption in the enterprise and how adoption of devices in the consumer space have impacted enterprise adoption in this clip from his panel at SpeechTEK 2019.
Grand Studio Lead Designer Diana Deibel discusses best practices for culturally inclusive access in voice UI design in this clip from her presentation at SpeechTEK 2019.
Gridspace Co-Founder and Co-Head of Engineering Anthony Scodary discusses the transactional nature of speech and how that understanding impacts effective, AI-driven call center analytics in this clip from his keynote at SpeechTEK 2019.
Conversational Technologies Principal Deborah Dahl lays out a plan for making more virtual assistants more effective in this clip from her keynote at SpeechTEK 2019.
Conversational Technologies Principal Deborah Dahl discusses the state of the art for the three pillars of conversational systems in this clip from her keynote at SpeechTEK 2019.
Conversational Technologies Principal Deborah Dahl explains how more targeted enterprise knowledge could make VAs more effective in organizations in this clip from her keynote at SpeechTEK 2019.
Nuance Communications' Roanne Levitt delineates the differences between text-dependent and text-independent biometrics and what the advent of text-independent means for IVR applications in this clip from SpeechTEK 2019.