This style guide aims to give speech recognition practitioners the groundwork for the basic elements of style that have the most impact on the effectiveness of telephony interfaces. This includes the same principles of expression important to the written work - the proper use of tense and mood, the placement of keywords in prompts, the effects of person, gender, number, the declaration of fact without prejudice and, perhaps most importantly, the clear and simple expression of the here and now. It also expands on these basic principles to organize and codify the dynamic aspects of spoken dialogues - the interactive control over whose turn it is to speak, the communication of state changes that leads the user to construct a meaningful utterance, and perhaps most importantly, proper management of the users' ability to accomplish their goals.
This style guide is designed specifically for those involved with developing Voice Response Unit (VRU) applications. Within that group these guidelines should appeal to a number of different readers:
The book will also be of interest to those who have a stake in the success of VRU applications, including account managers, call center managers, and customer service personnel of all kinds.
Table of Contents
Appendix A: NL Hardware Provisioning
Appendix B: Voice Portals
Appendix C: Voice Talent and Recording
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