Designing Voice User Interfaces. Principles of Conversational Experiences

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Spis treści książki

• Designing Voice User Interfaces: Principles of Conversational Experiences
• Dedication
• Praise for Designing Voice User Interfaces
• Preface
  • Why Write This Book?
  • The Chinese Room and the Turing Test
  • Who Should Read This Book
  • How This Book Is Organized
  • OReilly Safari
  • How to Contact Us
  • Acknowledgments
• 1. Introduction
  • A Brief History of VUIs
    • The Second Era of VUIs
    • Why Voice User Interfaces?
  • Conversational User Interfaces
    • An Interview with Alexa
  • What Is a VUI Designer?
  • Chatbots
  • Conclusion
• 2. Basic Voice User Interface Design Principles
  • Designing for Mobile Devices Versus IVR Systems
  • Conversational Design
  • Setting User Expectations
  • Design Tools
    • Sample Dialogs
    • Visual Mock-Ups
    • Flow
    • Prototyping Tools
  • Confirmations
    • Method 1: Three-Tiered Confidence
    • Method 2: Implicit Confirmation
    • Method 3: Nonspeech Confirmation
    • Method 4: Generic Confirmation
    • Method 5: Visual Confirmation
  • Command-and-Control Versus Conversational
    • Command-and-Control
    • Conversational
  • Conversational Markers
  • Error Handling
    • No Speech Detected
    • Speech Detected but Nothing Recognized
    • Recognized but Not Handled
    • Recognized but Incorrectly
    • Escalating Error
  • Dont Blame the User
  • Novice and Expert Users
  • Keeping Track of Context
  • Help and Other Universals
  • Latency
  • Disambiguation
  • Design Documentation
    • Prompts
    • Grammars/Key Phrases
  • Accessibility
    • Interaction Should Be Time-Efficient
    • Keep It Short
    • Talk Faster!
    • Interrupt Me at Any Time
    • Provide Context
    • Where Am I?
    • Text-to-Speech Personalization
  • Conclusion
• 3. Personas, Avatars, Actors, and Video Games
  • Personas
  • Should My VUI Be Seen?
  • Using an Avatar: What Not to Do
  • Using an Avatar (or Recorded Video): What to Do
    • Storytelling
    • Teamwork
    • Video Games
  • When Should I Use Video in My VUI?
  • Visual VUIBest Practices
    • Should My Users See Themselves?
    • What About the GUI?
    • Handling Errors
    • Turn Taking and Barge-In
    • Maintaining Engagement and the Illusion of Awareness
  • Visual (Non-Avatar) Feedback
  • Choosing a Voice
  • Pros of an Avatar
  • The Downsides of an Avatar
    • The Uncanny Valley
  • Conclusion
• 4. Speech Recognition Technology
  • Choosing an Engine
  • Barge-In
    • Timeouts
      • End-of-speech timeout
      • No speech timeout
      • Too much speech
  • N-Best Lists
  • The Challenges of Speech Recognition
    • Noise
    • Multiple Speakers
    • Children
    • Names, Spelling, and Alphanumeric
  • Data Privacy
  • Conclusion
• 5. Advanced Voice User Interface Design
  • Branching Based on Voice Input
    • Constrained Responses
    • Open Speech
    • Categorization of Input
    • Wildcards and Logical Expressions
  • Disambiguation
    • Not Enough Information
    • More Than One Piece of Information When Only One Is Expected
  • Handling Negation
  • Capturing Intent and Objects
  • Dialog Management
  • Dont Leave Your User Hanging
  • Should the VUI Display What It Recognized?
  • Sentiment Analysis and Emotion Detection
  • Text-to-Speech Versus Recorded Speech
  • Speaker Verification
  • Wake Words
  • Context
  • Advanced Multimodal
  • Bootstrapping Datasets
    • Website data
    • Call center data
    • Data collection
  • Advanced NLU
  • Conclusion
• 6. User Testing for Voice User Interfaces
  • Special VUI Considerations
  • Background Research on Users and Use Cases
    • Dont Reinvent the Wheel
  • Designing a Study with Real Users
    • Task Definition
    • Choosing Participants
    • Questions to Ask
      • Open responses (to be asked verbally)
    • Things to Look For
  • Early-Stage Testing
    • Sample Dialogs
    • Mock-ups
    • Wizard of Oz Testing
    • Difference Between WOz and Usability Testing
  • Usability Testing
    • Remote Testing
      • Moderated versus unmoderated
      • Video recording
      • Services for remote testing
    • Lab Testing
    • Guerrilla Testing
  • Performance Measures
  • Next Steps
  • Testing VUIS in Cars, Devices, and Robots
    • Cars
    • Devices and Robots
  • Conclusion
• 7. Your Voice User Interface Is Finished! Now What?
  • Prerelease Testing
    • Dialog Traversal Testing
    • Recognition Testing
    • Load Testing
  • Measuring Performance
    • Task Completion Rates
    • Dropout Rate
    • Other Items to Track
      • Amount of time in the VUI
      • Barge-in
      • Speech versus GUI
      • High no-speech timeouts, no matches
      • Navigation
      • Latency
      • Whole call recording
  • Logging
  • Transcription
  • Release Phases
    • Pilot
  • Surveys
  • Analysis
    • Confidence Thresholds
    • End-of-Speech Timeouts
    • Interim Results versus Final Results
    • Custom Dictionaries
    • Prompts
  • Tools
    • Regression Testing
  • Conclusion
• 8. Voice-Enabled Devices and Cars
  • Devices
    • Home Assistants
    • Watches/Bands/Earbuds
    • Other Devices
  • Cars and Autonomous Vehicles
    • Challenges of Designing VUI for the Car
    • Designing for in the Car
    • Distracted Driving
    • Device Shifting
    • Interaction Mode
    • Conclusions on Cars
  • Conclusion
• A. Epilogue
• B. Products Mentioned in This Book
  • Mobile Phone Assistants
  • Home Assistants
  • Toys/Other
  • Apps
  • Video Games
  • Watches / Bands
  • Cars
• C. About the Author
• Index
• About the Author
• Colophon
• Copyright

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