Layer 1 dialogues are the foundation on which your entire IVR user interface is built. Users of Layer 1 technology will experience the most streamlined and effective dialogues available from current, state-of-the-art IVR user interface research. Furthermore, moving to speech recognition will be painless and seamless when the time comes to build spoken language dialogues on top of this foundation.
Key features include best practice guidelines for:
- Menus and Scripting
- Simplified, parallel construction
- Tapering
- Pacing and silence
- Error Management
- Concatenation
Any one of these best-practice elements is able to produce a measurable improvement—in self-service utilization, call-steering accuracy, shortened call handling times, and customer satisfaction scores.
All of these practices, correctly implemented, reinforce each other to produce the emergent property of stability. Stability in the face of extreme variation is the core of a foundation, and represents the bedrock on which all higher-layer features can depend.