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🤝🏼We are excited to introduce Tom Houwing to the team at Disruption Works. Tom brings a huge history of expertise in voice and today we have a really in-depth conversation about his experience of where voice and voicebots were and where they are today. Today, he is braving the storms of The Hague to join us and talk to us more as we celebrate him coming on board with our team. The whole world of business is quite unsure where they stand on voice automation, after probably some bad experiences. We ask him: "𝐖𝐡𝐚𝐭 𝐡𝐚𝐬 𝐦𝐨𝐯𝐞𝐝 𝐢𝐧 𝐭𝐡𝐞 𝐚𝐮𝐭𝐨𝐦𝐚𝐭𝐢𝐨𝐧 𝐬𝐞𝐜𝐭𝐨𝐫, 𝐰𝐡𝐢𝐜𝐡 𝐢𝐬 𝐒𝐎 𝐢𝐦𝐩𝐨𝐫𝐭𝐚𝐧𝐭 𝐟𝐨𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐭𝐨 𝐮𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝?" :

At SpeechTEK New York, a group of leading VUI designers attended the Voice User Interface (VUI) workshop directed by Dr. James A. Larson. Taking the lead for an article on the best practices in VUI, Dr. Larson collected and coordinated this team of VUI specialists to compile the Ten Guidelines for Designing a Successful Voice User Interface.

In the world of voice recognition-based applications, we encounter systems that use a clear, pre-defined single-persona-concept to represent the Voice User Interface. The idea behind this approach is to provide callers with a consistent style of prompting and an overall Sound & Feel that ensures user-friendliness over a period of time. But, as far as natural, verbal human interaction is concerned, people do not get a better understanding of certain situations, issues, problems or discussions by having topics being represented by one person only. It’s the very diversity of thoughts, attitudes and opinions of others that enables us to test our own values .

In New York they met once again: Companies from all over the world that deal with voice-automation-technology, in one way or another. Because researchers and business analysts predicted voice as a very interesting future business, many ideas have been worked out and transformed into concrete results.....

Losts is being automated in call centers. Call durations are being measured and graphically displayed. Automated so-called 'intelligent routing' should connect callers with the right service representatives. Well-designed CTI's support service representatives with customer data and more. Time is money. But, who is the profiteer?

People have always perceived and organized the world in terms that are familiar to them. Why else would the constellation that was called “The Great Bear” in ancient Greece and Rome now be called “The Big Dipper” in North America, “The Casserole” in France or “The Plough” in England? Those “mental models” were strongly influenced by culture, environment and experience. Similarly, anyone who calls into an IVR system and experiences the “hear and feel” of the interface will necessarily form a mental model of the interaction.


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