26 February 2003

Voice Partners on System Integration: Keys to finding the right design perspective Somewhat obvious, but worth remembering. Stop being religious about speech [...] Other contact modes are not going to go away, and voice will only be recognized as a superior form of interaction if it fits seamlessly into the context in which it is initially asked to reside Think in context about what speech can add for the user or business. [...] We must think through the entire task structure and optimal user experience, and make speech available in the appropriate context, where it adds the most value. Understand that branding is a corporate-wide initiative—and is an intrinsic form of consistency we can offer the caller. [...] Studies have also shown that effective voice interactions can improve feelings about the company and the brand. But this result isn’t automatic. It requires a focus on bringing a brand character to life by creating a “persona definition” early in the process. 3:16:59 PM     comments