A common factor that runs through customer dissatisfaction is the lack
of service recovery in the face of system failure. To avoid customer dissatisfaction,
it is important to:
- Use high quality, reliable telephony and speech technology.
- Design for communication breakdown by expecting misrecognitions to occur.
- Reinforce correct user responses by moving forward.
- Use a hierarchy of non-intrusive error messages that foster an impression
of moving forward while repairing the communicative breakdown in the most
appropriate way.
- Use a user centered design process of iterative evaluation and redesign
to quickly identify and avoid user problems.