Mobile Intelligence

20.3 A SCENARIO OF USING THE VOICE SYSTEM

John is a newcomer to the town of Enfield, Connecticut, and therefore knows very little about the area, especially what restaurants are available for him to eat. It is coming up on dinner time, and John has gotten rather hungry—fortunately John knows of a restaurant guide available through his mobile phone, so he decides to give it a call to decide where to go. As John connects to the Restaurant Search Guide driven by VOICE, the system automatically checks the history of prior calls and determines that John has not previously used the system. Because this is the first time that John calls the Restaurant Search Guide, the VOICE system has no user context information for John and it cannot offer any personalized features; therefore, VOICE automatically extends all of the spoken prompts to make John's first call an easy experience.

After checking its database of previous sessions that contains the user context information, and determining that John is a new user, VOICE responds to John with a greeting as shown in the first system prompt in Figure 20.1.

John says “Zip Code” and is then prompted to “Please state or type your zip code,” to which John responds, “06082.” After informing the VOICE system that he is looking for a “Take-Out” restaurant serving “Chinese” cuisine, John is given a list of Chinese take-out restaurants in the zip code of 06082. John selects the third option, “Cheng's Palace,” and is given more information about the restaurant ...