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One Creative Virtual client, Telefónica UK, found that their intelligent agent Lucy reduced customer service calls by 10% to 15%. That doesn't mean that she only understands 10% to 15% of questions, says Telefónica knowledge base manager Richard Hagerty. "One of the key questions customers ask is, 'How do I contact customer service?'"
In other cases, Lucy might not yet know the answer, and the company will need to create one. "Maybe we wouldn't answer the question, anyway," he says.
What the company has learned over the past 12 months is that it's better to have one clear answer than to respond with several possible answers. In addition, Lucy needs to become a bit less human, he adds. For example, Lucy can handle a wide variety of personal questions. She says she likes Italian food, for example, has seen Titanic several times, and enjoys tennis and salsa dancing.
"There's a back story that allows a customer to ask personal questions," Hagerty explains. "She lives in Wimbledon, and is engaged to her boyfriend. But some customers believe they are having a chat with a human being. So we are looking at reducing some of the elements of personalization so that our customers' expectations are managed correctly. We want to make it clear to our customers that it's an automated service they're using, not a human being."
Interface designers looking to translate spoken -- or written -- words into practical goals have a solid advantage over those designing interfaces for gestures or other non-traditional input methods.
That's because designers are already familiar with the use of spoken language. And if they aren't, there is a great deal of research out there about how people use language to communicate, says MIT Media Lab's Holzman. The language of human gestures is much less understood and less studied.
"We've been playing around with browser interfaces that work with you moving your body instead of moving a mouse," he says. But there are no common gesture equivalents to the "pinch to shrink" and "swipe to flip page" touch commands.
There are some gestures that are universally identifiable, but they may be less appropriate for the workplace.
"We're at the beginning of the gesture phase," he says. "And not just the gestures, but everything we can do with some kind of camera pointing at us, such as moving our eyebrows and moving our mouths. For example, the screen saver on the laptop -- why doesn't it use the camera on the lid to figure out whether to screen save? If your eyes are open and you're facing the display it should stay lit up."
One company tracking hand motion is Infinite Z, which requires that users wear 3D glasses and use a stylus to touch objects which appear to float in the air in front of them.
"A virtual environment makes a lot of sense for computer-aided design, data visualization, pharmaceuticals, medicine, and oil and gas simulations," says David Chavez, the company's CTO. The products works with Unity 3D and other virtual environment engines, as well as the company's own Z-Space platform.