Incluye índice y glosario de términos

Incluye bibliografía: p. 175-176

Part: I The Background - Chapter One. On Telephones, Touchtones, and Business Needs - Speech Recognition Versus Touchtone Functionality - Problems with Touchtone, and a Speech Recognition Remedy - What Kinds of Companies are Using Speech Recognition? - Why are Companies Using It? - Speech-Recognition Applications: A Typical Example - Where We've Been-Where We're Going - Chapter Two. Technology Primer: About Speech Recognizers - What the Recognizer Hears (and the Need for Confirmation) - When the Recognizer Listens - Why Designing a Speech-Recognition Application Is Challenging - Where We've Been-Where We're Going - Chapter Three. The Psychology of How People Interact with Speech-Recognition Systems - Social-Psychological Research - Ask "Dr." Blade - Where We've Been-Where We're Going - Part: II The Process of Designing Speech-Recognition Systems - Chapter Four. Research - Clients' Objectives - Callers' Objectives and Needs - Aspects of Research - Assembling a Requirements Specification - Anticipating Change - Where We've Been-Where We're Going - Chapter Five. Developing the Design - Conceptualizing and Brainstorming - Congruence of Style - Defining the Call Flow - Vision Clips/Sample Calls - The Design Specification-Conveying the Details of the Design - Constructing a Design Specification - Following Through on the Initial Design Phase - Where We've Been-Where We're Going - Chapter Six. Writing Effective Prompts - The Language of Asking Questions - The Art of Writing Perfect Prompts - Writing Prompts for Elegance, Speed, and Value - Getting Callers to Focus on the Essentials - Some Subtleties of Prompt Writing - Top Five Good Tenets for Writing Prompts - Top Five Mistakes When Writing Prompts - Where We've Been-Where We're Going -

Chapter Seven. Production And Branding - Notes About Implementation and Programming - Production - Prompt Creation-Text-to-Speech and Recorded Voices - Casting - Directing Voice Talents _ The Art of Recording Prompts - Other Thoughts on Directing - Concatenative Prompt Recording - Some Metrics and Technical Notes - Audio Icons - Branding - Where We've Been-Where We're Going - Chapter Eight. Usability Testing - The Value of Usability Testing - How We Test an Application - Objectives of Usability Testing - Preparing for the Test - The Test Subjects - How to Get Test Subjects - The Test Environment - Types of Tests - The Test Is Over-Now What? - Interpreting Test Results - Where We've Been-Where We're Going - Chapter Nine. Deployment - The Importance of Multi-Phase Deployment - The Three Phases of Deployment - Pilot Deployment - Partial Deployment - Full Deployment - Where We've Been-Where We're Going - Part: III Applied Knowledge - Chapter Ten. Case Studies - United Airlines: Shortcuts for Frequent Fliers - United Airlines: Providing Extra Help For Those Who Need It - Continental Airlines: A Different Approach to Flight Information - A Top-Five Investment Management Company: Handling Complex Two-Choice Questions - An Online Brokerage Firm: Managing More Complex Tasks - An Online Brokerage Firm: Preferences and Other Rarely Used Functions - A Regional Telephone Company: Dealing With Legal Notices and Disclaimers - Wildfire: List Navigation - Wildfire: Small Header, Large Body Lists - A Top-Five U.S. Bank: Large Header, Small Body Lists - The "Race Condition" - FedEx: Scaffolding Prompts - Amtrak: Implicit Confirmation and the "ellipses/and" Question Form - AirTran: Reducing the Information Burden - Guessing Right - Semantics: When "Problem" Was a Problem - Where We've Been-Where We Must Go

The Art and Business of Speech Recognition examines both the rapid emergence and broad potential of speech-recognition applications. By explaining the nature, design, development, and use of such applications, this book addresses two particular needs: -Business managers must understand the competitive advantage that speech-recognition applications provide: a more effective way to engage, serve, and retain customers over the phone. -Application designers must know how to meet their most critical business goal: a satisfying customer experience.

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