Speech in the User Interface

Contents Speech in the User Interface: Lessons from Experience 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 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 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 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