|
We
present two cases below which capture sample dialogues between
a user and an SLI system over a telephone. The first case
presents an interaction with a novice user, who is probably
using an SLI system for the first system, while the second
case presents the interaction with a user who has used the
system several times before. In the user responses, the key
words are marked in bold, which are used as cues by the system
(named as Keysys, to give it a human face) to continue the
conversation.
Interaction
with a novice user: Table - I
| Prompt No |
Identity |
Dialogue |
| 1 |
Automatic
Agent: Keysys |
Hello.
This is Keysys. Do you want assistance with regards to
your savings bank account or your credit card? |
| |
User |
I
need information related to my credit card |
| 2 |
Keysys |
Could
you please speak or dial your credit card number? |
| |
User |
Dials
5677 3456 6789 0987 |
| 3 |
Keysys |
5677
3456 6789 0987. Is that correct? |
| |
User |
Yes.
Correct. |
| 4 |
Keysys |
Do
you want to know your credit card balance, your account
statement or the previous transactions on your card? |
| |
User |
I
need my account statement |
| 5 |
Keysys |
Do
you want your account statement sent by email or fax or
do you want a hard copy? |
| |
User |
Send
it by email |
| 6 |
Keysys |
I
have sent your account statement by email to the following
email address: user@user-company.com |
| 7 |
Keysys |
Do
you want to know your credit card balance, your account
statement or the previous transactions on your card? |
| |
User |
No.
Thank you. |
| 8 |
Keysys |
Thank
you. Good bye. |
Interaction with an experienced user:
Table - II
| Prompt
No |
Identity |
Dialogue |
| 1 |
Automatic
Agent: Keysys |
Hello.
This is Keysys. Do you want assistance with regards to
your savings bank account or your credit card? |
| |
User |
I
need information related to my credit card |
| 2 |
Keysys |
Could
you please speak or dial your credit card number? |
| |
User |
Dials
5677 3456 6789 0987 |
| 3 |
Keysys |
5677
3456 6789 0987. Is that correct? |
| |
User |
Yes. |
| 4 |
Keysys |
Do
you want to know your credit card balance, your account
statement or the previous transactions on your card? |
| |
User |
I
want my account statement to be sent to my email
address |
| 5 |
Keysys |
I
have sent your account statement by email to the following
email address: user@user-company.com |
| |
User |
Just
hangs up. |
We
observe three things from the Tables-I and II above.
-
In
the second table, the experienced user is able to do away
with the prompt # 5, and of course the redundant prompts #
7 and 8. Thus SLI systems reduce the call time, compared to
the confusing and tedious touch tone systems.
-
Secondly,
the key words that the user needs to speak are emphasised
in the prompts.
-
Thirdly,
once the system recognises a key word, the subsequent prompt
should use that key word so as to reassure the user that he
has been understood correctly by the system.
The example given above is a very simple example to illustrate
the potential of the ASR system. But depending upon the need,
much more complex interactions can be automated.
When voice barge-in is enabled, the experienced user finds
it even more convenient to interrupt the system prompts and
speak his commands, which will further reduce the call duration,
releasing the port for the next call. When a user interrupts
the system prompt, the SLI system detects the user's speech
and stops the play back of its own prompt.
|
