Mereka Bentuk Skrip IVR Menggunakan Forward Scenario Simulation dan Analisis Peristiwa

The current approach for developing an interactive voice response (IVR) system s dialogue agent is by hiring a few language experts or voice specialists -those who have commercial voice-but not telephone -based user interface (TBU/) expert, In general, dialogue agent s designers rarely take TBUI guidelines into account when designing the agent. This study proposed an alternative method in designing structured IVR scripts using forward scenario simulation-FSS and event analysis. The ultimate goal is to produce a usable IVR script for the IVR system s dialogue agent. In achieving this goal, a few objectives must be met, particularly in identifying factors that cause information hiding and in discovering compelling element that should exist in TBUI for an IVR system. The structured steps taken in designing scripts for the dialogue agent starts by event design, followed by interviews based on imaginary prototype (so called FSS) the recording of the respondent s answer, script proposed by respondents and analysis on each of the proposed script. The result of the study is a list of heuristics that can be used by the experts if they were to evaluate their self-design lVR scripts. The result obtained can be directly used by the IVR dialogue agem without any effort for mix-and-match or customisation.