If the machine cannot understand them,
their frustration will increase. Customers also don't want to go through an endless
chain of questions and number punching. Recall your experience calling a customer
support number.
That's pretty much how our clients will feel about our application if we don't
plan well!
Some principles we can follow in our applications are:
Keep it short and simple.
Don't let the user feel the machine is more intelligent than her or him.
Don't have questions whose response the application can't understand.
Test with real users, in real conditions!
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Interactive Voice
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Considering all that, let's put together a simple call flow for POTR. The following
figure shows this flow. Notice that we have removed the side dish selection, and
selecting different types of pizzas in this flow. We are also not taking the customer's
address yet. We can add all that later.
The first step is to welcome the caller. Time for some music!
Creating an Application to Play Audio
We want to greet our customers with a nice welcome message. They are used to
hearing Luigi's voice, so we want them to continue with that.
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