EIG SERVICES

Evaluate your existing IVR against proven best practices and successful real-world implementations. We provide a report with quantified measurements and recommendations so you can make effective design decisions. Apply the recommendations for quick-hit telephone user interface improvements. 

EIG works with you to develop a Strategic Plan, following a planning process that guides the analysis of your existing IVR and agent services. The result is a detailed, step-by-step plan to improve service for your customers.

This disciplined process evaluates the business case, prioritizes functionality, explores of success, and quickly creates an high-level model the target system behavior. It reduces project risk and maximizes the return on investment.

The deliverable is a strategic planning document that draws on data analysis, stakeholder interviews, and a one- or two-day on-site working sessions.

Quality VUI Design is essential whether you’re working with IVR in Speech, Touch-Tone (DTMF), or natural language understanding (NLU).

The quality of the design directly affects the success of your application. A successful design will allow your customers to clearly understand how they can achieve their goal – leading directly to improved customer satisfaction, self-service containment, and reduction in cross-transfers.

EIG will lead a comprehensive process of requirement discovery, analysis, review, and usability testing. Based on over twenty years of experience, the designs we create with you will reflect best conversational design practices and also address the different needs of reviewers, business stakeholders, programmers, grammar builders, recording studios, and testers.

Video Usability, or “Wizard of Oz,” testing calibrates important design features with real users – but without the expense, delay, and risk of testing in a live application. We test with a simulation of your service that allows callers to interact with a design “in the lab” where it’s easy to see what works (and what doesn’t) and to quickly try out alternative scripts and navigation. We address each project with a process that we’ve honed across hundreds of usability tests:

 

• Develop and review a detailed test plan
• Manage the logistics of recruiting and testing with our mobile usability lab at your site or
• elsewhere in the world
• Conduct testing using our unique, high-fidelity simulator
• Deliver a concise, multi-media report of findings and recommendations

Trial a new design with hundreds (or thousands) of live calls without any need for complex development or integration. Live Traffic Wizard tests can go live within days of the original concept. We provide rapid statistical feedback on the performance of your new touch-tone, speech, or hybrid design. We can test alternative design elements and even collect post-call customer satisfaction data.

Specially developed test equipment is brought to your call center and simply plugged into your phone headset jacks. EIG researchers collaborate with you to create a perfect simulation of the trial dialog which can include identification, validation, and personalized delivery of account data to your callers. Callers can self-serve or transfer to dedicated call center agents who can provide agent-assisted service *and* to collect additional data for later analysis

We’ll develop and review a detailed test plan; manage the logistics of testing in your call center; build the simulation; conduct testing using our unique, high-fidelity wizard IVR simulator; and deliver a concise, multi-media report of findings and recommendations.

EIG conducts widely-acclaimed conversational design training workshops across the US and Europe throughout the year.

In this conversational AI design workshop, you'll learn how to design Alexa, Google Home and other Intelligent Virtual Assistant (IVA) applications. You will gain knowledge about how and where speech is useful – both in the home and on the move. You will also learn how to build sustained interactions that are natural but remain discoverable and stable.

You will also learn about the core prinicples of conversation with machines, including the psychology and ergonomics of dialog, how to structure natural conversations, how to ask questions, and how to make your user interface discoverable and stable to error.

We are vendor neutral and support most almost all dialog designers including, Amazon Lex, Genesys Dialog Engine, Google Dialogflow, IBM Watson, Microsoft Azure Bot Framework Composer, NICE CXone and Nuance Mix.

See the full EIG training workshop and conference calendar. Or if it’s more practical, contact EIG about conducting a workshop specifically for your organization.

The quality of the conversatonal design directly affects the success of your IVA, Alexa Skill or Google Home application.

A successful design will allow your customers to clearly understand how they can achieve their goal – leading directly to increased user satisfaction, onboarding, and repeat usage.

EIG offers a full skill design service – giving you world -class conversational interaction designs that are just right for your customers and business. This includes when and how to blend open questions with closed directed prompts, and how to manage silence, under-specification, and other errors without ever saying, "I'm sorry. I didn't understand." 

We will help you identify the areas where your customers will benefit from a smart speaker or personal assistant skill. We will then use a structured sprint design methodology to help you design and build your skill. Where appropriate, usability testing will also be conducted.

We are vendor neutral and support most almost all dialog designers including, Amazon Lex, Genesys Dialog Engine, Google Dialogflow, IBM Watson, Microsoft Azure Bot Framework Composer, NICE CXone and Nuance Mix.

Based on over twenty years of experience, the designs we create with you will reflect best conversational design practices and also address the different needs of reviewers, business stakeholders, programmers, grammar builders, recording studios, and testers.

EIG provides transcription services to support the devleopment and test of spoken language grammars.

All transcription work is carried out in-house to a very high standard and specification.

We are vendor neutral and support most almost all dialog designers including, Amazon Lex, Genesys Dialog Engine, Google Dialogflow, IBM Watson, Microsoft Azure Bot Framework Composer, NICE CXone and Nuance Mix.

The EIG transcription lab provides a full natural language understanding (NLU) Tagging service.

Our tagging service will design a meaning scheme (such as Intents and Entities or Slots) based on example customer sentences.

Then we will mark-up a corpus of sample sentences with these meaning labels . The service is typically used for preparing data for the creation of statistical semantic language (SSM) models and robust parsers but it is also useful for preparing data for tuning more constrained grammars. Projects that are optimising Voicebot or Chatbot user-interfaces may also consider using this service.

EIG offers a full grammar design and build service. An experienced EIG linguist will analyse the context of any grammar and design the anticipated customer responses.

EIG supports a complete range of grammar formats from leading providers such as Nuance, including GRXML, statistical language models (SLM) robust parsing and statistical semantic models (SSMs),

In addition this service will also support the development of language models for Alexa and Google Home as well as Chatbot NLU parsers such as Omnibot.

This service is often used in conjunction with our transcription and NLU Tagging and Analysis service.

 If you already have an automated voicebot or chatbot, one of our EIG conversational analysts will provide an exhaustive audit of its capabilities.  We will report back on the different aspects of your current user experience, including the scripting, continuity, navigability and integration of the voicebot and chatbot with the customer journey. 

This is a starter package to assess your current strengths and weaknesses and plan for excellence.  We are vendor neutral and support most almost all dialog designers including, Amazon Lex, Genesys Dialog Engine, Google Dialogflow, IBM Watson, Microsoft Azure Bot Framework Composer, NICE CXone and Nuance Mix.

The quality of the conversational design directly affects the success of your voicebot or chatbot.

A successful design will allow your customers to clearly understand how they can achieve their goal – leading directly to increased user satisfaction, onboarding, and repeat usage.

EIG offers a full AI dialog design service – giving you world -class conversational interaction designs that are just right for your customers and business.  This includes when and how to blend open questions with closed directed prompts, and how to manage silence, under-specification, and other errors without ever saying, "I'm sorry. I didn't understand." 

We will help you identify the areas where your customers will benefit from voicebot and chatbot assistance.  We will then use a structured sprint design methodology to help you design and build your applications. Where appropriate, usability testing will also be conducted.

We are vendor neutral and support most almost all dialog designers including, Amazon Lex, Genesys Dialog Engine, Google Dialogflow, IBM Watson, Microsoft Azure Bot Framework Composer, NICE CXone and Nuance Mix.

Based on over twenty years of experience, the designs we create with you will reflect best conversational design practices and also address the different needs of users, reviewers, business stakeholders, programmers, and testers.

The EIG transcription lab provides a full natural language understanding (Intent) Tagging service.

Our tagging service will design a meaning scheme (such as Intents and Entities or Slots) based on example customer sentences.  These can either be from your current chat bot, or we will help you gather examples for fresh tasks.

Then we will mark-up a  sample sentences (utterances) with these meaning labels .  EIG can also provide custom services to help maintain your current intent schemes.