What Is Voice Design? Related Articles How to Avoid the Uncanny Valley in Voice Design Definition: What Does Voice and Non-Voice Process Mean in Business Process Outsourcing (BPO)? Conversational Design Can Create Human-Like Interactions Conversational Design For Effortless Customer Journeys © viperagp - Adobe Stock - 167105389 Filed under - Definitions, Talkdesk Voice design is both an art and a science. It’s more than just writing a script to take the user from point A to point B and collect some information along the way. The designer needs to bridge the gap between technical functionality – the needs of the machine – while also accounting for the sometimes unpredictable behaviour of the human users – the needs of the humans. Every interaction is the sum of its parts, and must be taken in totality when creating a successful voice-centred design. The mapped user journey needs to be functional, feel natural, and accomplish its designed task. Besides being a good writer, a voice designer needs always to be an advocate for the end-user and must also be aware of the limitations of human-to-machine voice interactions. For example, when two people are speaking on the phone, there are verbal cues to indicate when it is time for the other person to speak; a long pause, a subtle “um-hum” to indicate that someone is still listening, or even something very overt like “what do you think?” The absence of such cues in human-to-machine conversations can cause turn-taking problems which can quickly derail an interaction and cause it to fail. This is just one example of the many considerations a designer needs to take into account when creating a voice-centred interaction. Thanks to Talkdesk Author: Rachael Trickey Published On: 8th Sep 2022 Read more about - Definitions, Talkdesk Recommended Articles How to Avoid the Uncanny Valley in Voice Design What Does Voice and Non-Voice Process Mean in Business Process Outsourcing (BPO)? Conversational Design Can Create Human-Like Interactions Conversational Design For Effortless Customer Journeys Related Reports Report: The Top 5 Metrics Shaping Bank and Credit Union Performance eBook: ChatGPT and the Contact Center of the Future eBook: The Top 3 Ways to Reduce Call Volumes Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter