Phone System Redesign:

After the interviews, I investigated the use of VoiceXML in my project, a powerful tool for creating interactive audio applications over the phone, and decided upon two alternate scenarios for a redesign of the system:

1. An advanced computer-automated system with sophisticated automated voice-recognition (ASR) technology.
   • Annoying lists of options are replaced by simple, more human-like questions that can be answered verbally
   • The system, through 'grammar' documents, will ideally be able to understand a wide range of miscellaneous words so that it can act more appropriately
   • My own voice, rather than that of a computer, would ideally be employed.
   • Options to connect to real people will be prevalent
   • Text-to-speech recognition (TTS), particularly for retrieving information from the database, may be quite effective as well
   
   
2. An actual person will act as an interface between the people in need of computer help and the database of computer tutors and troubleshooters.
• The person answers the phone, collects key information from clients, and plugs it into the search engine on the web site.
• The person provides information, verbally, on matching profiles, including contact information and references.

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