Voice Applications for Alexa and Google Assistant by Dustin Coates

Author:Dustin Coates
Language: eng
Format: mobi, epub
ISBN: 9781617295317
Published: 2019-06-27T16:00:00+00:00

Another common, and commonly maligned, discourse marker that appears in VUIs is “otherwise.”4 “Otherwise” deserves its scorn. No one except the most affected of speakers uses this in common speech, but it appears commonly in VUI and phone systems: “Press 1 for ticketing, press 2 for baggage, otherwise stay on the line and a customer service representative will be with you shortly.” This is highly stilted and very common. This is much more natural: “If you need ticketing, press 1. Baggage, press 2. If you need something else, hold on for a moment and we’ll get you to a representative.” The extra change to put the numbers after the descriptions is also more friendly to callers—no longer do they need to hold the number in their mind while waiting to see if it connects with what they need. Now they hear what they need, and they hear the number immediately after.

4 Michael H. Cohen, James P. Giangola, and Jennifer Balogh, Voice User Interface Design (Addison-Wesley Professional, 2004), pp. 145–147.

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