Built for the Ear: Designing Conversations for Voice

Selecting the right use case is crucial when implementing voice AI, as not all interactions are suited for voice communication; tasks like password resets and order lookups are better handled via chat due to their need for re-reading and direct interaction. Voice AI excels in urgent, complex, or emotionally charged scenarios, such as medical consultations or customer complaints, where users benefit from articulating issues verbally. Effective voice design involves adapting chat scripts for auditory consumption by breaking down information into manageable segments, repeating critical details for clarity, offering limited options for easier decision-making, and incorporating retry mechanisms for miscommunication. Additionally, any necessary links or reference codes should be sent through text rather than recited, ensuring the interaction remains user-friendly. The transition from chat to voice requires careful consideration of the medium's distinct characteristics to maintain efficiency and user satisfaction, with practical testing, such as reading scripts aloud, being vital to ensure clarity and effectiveness in communication.