While envisioning the experience that you want your callers to have, try to foresee and plan for any problem contingencies that could arise. Begin to map the flow of the speech application. Following are a couple of the common approaches to help get started:
- Describe the flow verbally. Verbally talk through each of scenario. Take note of where the prompts occur and what callers should say or do. Record these verbal "walk-throughs."
- Use a flow diagram. Create a flow diagram to show the major points in the call flow. Use this diagram to show:
- Where to offer options to callers
- Where callers should listen to the entire prompt and where they can interrupt, or "barge in," and cut the off prompt
- Where the application should provide a visual context
- Where a response from callers is required and what the valid responses should be
- Where the application will need go to access databases for retrieving or recording customer data
- How and where the application needs to access a Web service to respond to a customer request
Again, the idea is to be as complete and comprehensive as possible. Try and foresee every possibility, and plan how the system will respond.
