Voice is becoming a must-have user option for
many products and services. This collection discusses issues and best practices
in the design of user interfaces to applications using speech interaction with
devices and systems, often integrating speech with other modes such as text
display or touch screens. The highly readable chapters can provide insights not
only to voice interface designers, but to managers who want a strong basis for
decision-making on what features to include in a product or service.
The articles in this collection were written by
experts experienced in delivering practical applications and gathering insights
from user reactions. The articles, other than the editor’s, were originally
published as “VUI Visions” (Voice User Interface Visions) guest columns of the
newsletter Speech Strategy News. The
chapters written by the editor, Bill Meisel, were written for this collection
to bring together and expand editorials from the newsletter. Technologies
covered include speech recognition, text-to-speech, speaker
verification/authentication, audio search, and more.
Contents:
Introduction
William
Meisel
The evolution of user
interfaces in computing and communications systems
William
Meisel
Trends driving the
adoption of speech in mobile and telephone applications
William
Meisel
Speech interfaces
outside of telephony
William
Meisel
The enterprise: Customer
service, voice sites, and unified communications
William
Meisel
Five Guiding Principles
Your Callers Want You to Know
Stephen
Springer
When touchtone
automation isn’t good enough
Jeff
Foley
Making Self Service
Preferred
Kevin
Stone
VUI: The Next Generation
Dave
Pelland, Catherine Zhu, and Julie Underdahl
Speech Interfaces for
Mobile Phones
Mike
Phillips
Will it Blend? The
Multimodality of Speech and Text
Eric
Collins
Developing Unimodal and
Multimodal User Interfaces
James
A. Larson
Multimodal UI Guidelines
for Mobile Devices
Ali
Mischke
The Role of Tools in
Caller-Centric VUI Design
Stefan
Besling
Voice User Interface
Design: From Art and Science to Art with Science
Roberto
Pieraccini and Phillip Hunter
Get to Know Your Caller
with Natural Language Data Collection
Michael
Moore and Michelle Winston
Using AI to open up the
range of services that may be viably automated using speech
Kirsty
McCarthy
Next-Generation IVR
avoids first-generation user interface mistakes
Bruce
Balentine
Multimodal Customer
Service Transactions
Matt
Yuschik
Listen and Learn: How
Speech Applications Help You Understand Your Customers
Patrick
Nguyen
Too Much of a Good Thing
James
A. Larson
You Can’t Think of
Everything: The Importance of Tuning Speech Applications
Ian
Guinn
Speech Recognition, the
Brand and the Voice: How to Choose a Voice for Your Application
Marcus
Graham
Beyond Best Practices, A
Data-Driven Approach to Maximizing Self-Service
Joe
Alwan and Bernhard Suhm
Simply “say what you
want”—not so simple
William
Meisel
When is it my turn to
talk?: Building smart, lean menus
Susan
Boyce and Martie Viets
My Big Fat Main Menu:
The Case for Strategically Breaking the Rules
Susan
L. Hura
What’s universally
available, but rarely used?
Melissa
Dougherty
When Your Caller
Anticipates You—Dialog Support for More Cooperative Conversations
Jeff
Foley and Stephen Springer
What’d you say, and
other clichés
Bruce
Balentine and Bill Meisel
Built with Confidence:
How Applications Overcome Uncertainty
Patrick
Nguyen
Beyond State-based VUI
Dialogs: Towards Unified Advanced Dialog Design
K.
W. ‘Bill’ Scholz
Applying best practices
to VUI design using a vertical market approach
Mike
Moore and Jim Milroy
Are You Speaking My
Language?
David
Ollason
Spanish, English, or …
Spanglish?
José
L. Elizondo and Peter Crimmin
Choosing the Right Type
of Spanish for an Automated System in the United States
José
Elizondo and Ilana Rozanes
VUI Concepts for Speaker
Verification
Judith
Markowitz
So you think your VUI is
great? Prove it!
James
A. Larson
Emotion is the Key to
Intelligent Design: Making VUIs Natural and Expressive
Sheyla
Militello
The Forgotten
Component—The Impact of Human Capabilities on VUI Design
Deborah
A. Dahl
VUI versus Contact
Center Design
Ron
Owens and Fran McTernan
A Verbal Exchange
David
Ollason
The Amazing Gap
Moshe
Yudkowsky
Talk, Don’t Touch
Marcello
Typrin
Advertising and the
telephone
William
Meisel
Mobile Speech
Applications for the University Campus
Bill
Bodin and David Jaramillo
Enabling Personal Device
Functionality in the Car
Thomas
Schalk
Speech-Enabled Memory
Assistants
Patti
Price
Using multiple
speech-to-text engines simultaneously for speedier editing
Jonathan
Kahn
The Evolution of Speech
Technologies in Warehouse Voice Picking
Doug
Brown
Continuous Automated
Speech Tuning and the Return of Statistical Grammars
Roberto
Pieraccini
In closing
William
Meisel
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Also available:
VUI Visions:
Expert
views on an effective Voice User Interface
William Meisel (editor),
29 contributors
Published in 2006. See VUI Visions contents
