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Use the following guidelines as you design your applications that include questions that require a "yes" or "no" response, also known as yes/no questions.
Touch-tone input for yes/no questions
In situations where you want callers to respond with touchtone input for "yes" or "no," ask them to press 1 for yes or 2 for no. For example:
"If this is correct, press 1. If not, press 2."
It is best to instruct callers to press 1 and 2, although you may want to use 1 and 0. Even if you prompt callers to press only 1 and 2, you can set up your application to accept additional numbers. For example, 1 for yes and 2 and 0 for no. Whatever numbers you use to represent yes and no, use the same numbers throughout the application. Do not confuse callers by using 2 for no in one place and 0 for no in another.
Spoken input for yes/no questions
In situations where you want callers to respond with spoken input, instruct them to say "yes" or "no," rather than a number. Callers find this natural, and make fewer mistakes than if you ask them to say a number meaning yes or no. For example:
Instead of prompting... |
prompt... |
If this is correct, say 1, if it is not correct, say 2 |
Is this correct? Please say yes or no, now. |
Write your yes/no questions similarly throughout the application, so that callers will know what to expect.
After asking a yes/no question, pause to give the caller time to respond, then present the possible answers. The prompt will stop playing as soon as the recognizer detects a spoken "yes" or "no" or a touchtone signal. For example:
"You said `64587.' Is this correct?"
{a 1.5 second pause}
"Please say `yes' or `no'."
