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Corrections in Conversational IVR – Part 2

Corrections in Conversational IVR – Part 2

Blog In Part 1 of this two-part post, we explored corrections and change management for conversational IVR in two main situations: during the confirmation step of an input collection dialogue, and after the final summary and confirmation of multi-step transactions. In...

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Getting on the Agile Train

Getting on the Agile Train

Blog According to the Harvard Business Review, 80% of surveyed organizations have committed to becoming Agile. However, it seems there is still a lot of confusion on what Agile is exactly. We’ll try to define that here and go over some of its most popular...

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Corrections in Conversational IVR (Part 1)

Corrections in Conversational IVR (Part 1)

BlogOne of the essential characteristics of a conversational interface is the ability for the user to make corrections or changes in the course of an interaction. This is true for both text based conversational interfaces like chatbots, and voice based interfaces like...

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Conversational UX for chatbots – part 2

Conversational UX for chatbots – part 2

BlogAn overview of essential discourse patterns, part 2 This is a continuation of our description of essential discourse patterns for chatbots. If you haven’t read it already, part 1 (which was about error handling and error messages) is right here. In this section,...

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Managing peaks with Amazon Connect

Managing peaks with Amazon Connect

BlogLet us speak the truth, the reason why most customers contact your company is to get answers to their questions. Fast. Regardless of the channel they pick, their expectation is to live an efficient and low effort experience. This is even more true with phone...

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