How Voice Technology is Changing Customer Experience from Brain Perspectives

This presentation was used in Voice Tech Summit Asia on 25 July 2021.

https://voicetechsummit.asia/

Summary:
- Where VUI is trying to access in your Brain?
- Basic aspect for making good VUI
- Next standard of Contact Centers

Transcript

1. How Voice Technology is Changing Customer Experience
   VUI should be the Ossekkai (おせっかい) engine
   

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2. Who am I?
   Tomoharu Ito
   Engineer @ Digitalcube.Inc
   Alexa Champion (2017)
   Twitter: @haruharuharuby
   Alexa Community Japan(Unofficial):
   Twitter: @aajugvoice
   

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3. Today’s Keyword
   To be (nice) Ossekkai (おせっかい)
   “Ossekkai” often named “interfering” in English.
   interfering:
   An interfering person gets involved in other people's lives in an unwanted and annoying
   way:
   

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4. 1. Essentials of VUI
   2. VUI approach
   3. Case Studies
   Today’s menu
   Consideration from the Brain technology and UX design
   perspectives by differ GUI and VUI
   What changes of VUI approach to the customer
   Natural Communication makes solution direct
   

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5. 1. Essentials of VUI
   Consideration from the Brain technology and UX design
   perspectives by differ GUI and VUI
   

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6. 1: entrance
   The VUI provides another entrance for the customer
   

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7. GUI　 VUI　
   

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8. Voice Technology is
   the Feeling Based Interface
   

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9. 2: character
   Customer looks at your service through the Character
   

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10. GUI　
    VUI　
    

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11. GUI　
    VUI　
    I look at the service to how I can use for.
    I look at the service to how He( She ) would use for.
    How are we going to see the target
    

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12. GUI　
    To explore (understand) target by myself

    VUI　
    To get the advice for the target.

    

    ( Because He( She ) is expert. )
    

    

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13. Voice Technology is
    the Character Based Interface
    

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14. 3: colloquial
    Colloquial communication helps understanding
    

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15. GUI　
    VUI　
    Literary
    Colloqually
    

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16. Voice Technology is
    the Conversation Based Interface
    

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17. 4: Risk
    Colloquial communication sometimes become gambling
    

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18. GUI　 VUI　
    

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19. Elephant and Rider
    Emotion move first. Sense will follow the emotion
    * Quoted from:
    The Righteous Mind: Why Good People Are Divided by Politics and Religion
    Author: Jonathan Haidt
    

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20. Voice Technology is
    the Big Fluctuation Interface
    

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21. 2. VUI approach
    What changes of VUI approach to the customer
    

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22. 1. “ASK”, “CHECK”, (then) “SUGGESTIONS”
    

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23. 2. Appropriate Personalization
    No guessing. Start Knowing
    remember
    previous case
    memory
    current case
    will ask previous case next time
    (= app trouble and freeze)
    For example if the first visit of customers, VUI
    will say
    - May I help you?
    - What is your problem? I can help to
    solve it.
    - What item are you looking for?
    - Shall I look for them together?
    

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24. 2. Appropriate Personalization
    No guessing. Start Knowing
    remember
    previous case
    memory
    current case
    will ask previous case next time
    (= app trouble and freeze)
    But the second time visit of customers, VUI
    will say
    - May I help you? Today what you want
    to ask me?
    - What is your problem? Is this the
    same problem last time?
    - How was the last time shopping?
    what are you looking for today?
    - Welcome again. Shall I look for them
    together too?
    

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25. contact center
    game
    hospital
    for children
    hotel
    formal
    informal
    (casual)
    informal
    (casual)
    formal
    formal
    situation formality tone pitch
    mid
    mid-high
    high
    mid
    mid-low
    mid
    mid-high
    high
    mid
    mid-low
    3. Situational (Persona) Design
    

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26. 3. Case Study
    Natural Communication makes solution direct
    

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27. workflow automation
    https://aws.amazon.com/solutions/case-studies/capital-one-amazon-connect/
    

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28. https://aws.amazon.com/solutions/case-studies/red-awning/
    ASR + NLP
    

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29. How Voice Technology is Changing Customer Experience
    VUI should be the Ossekkai (おせっかい) engine
    

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