Voicebot Error Messaging at VA Call Centers
CHALLENGE
Design a voicebot authentication prototype with comprehensive error messaging.
SOLUTION
Craft an error strategy that swiftly returns the call back on track by identifying the problem and what’s needed from the user.
HOW I HELPED
Worked with developers, engineers, and designers to document all error paths and establish guidelines for error handling.
Designed conversational flows and wrote copy for three types of user errors and one system error response.
Team: Booz Allen Hamilton
Scroll for a deep dive of one user error flow:
Error Messaging for No Input
Occurs when the voicebot hasn’t detected a response from the user, either because they didn’t say anything or they didn’t speak loud enough.
STRATEGY
Based on feedback from user testing, we established that our voicebot would only allow two errors before transferring to a representative to avoid user frustration and call abandonments. For the copy, I prioritized language that would assist the caller through the error, instead of blaming them for something they are or aren’t doing.
No Input 1
Reprompt, or Restate. Assume the user hasn’t heard or understood the question.
No Input 2
Transfer. To avoid user frustration, reroute the caller to a live representative who can uniquely handle the caller’s situation.
Here, I developed a conversational flow on Mural, the preferred platform of my team and VA stakeholders for collaboration and brainstorming.
I wanted to avoid phrases like “I didn’t catch that," since it’s an idiom that might be more difficult to understand for users whose first language isn’t English.
I also didn’t want to ask the user to repeat themselves because it was likely that they hadn’t said anything. I couldn’t assume that the user correctly heard the question or understood it.
Instead, I rephrased the question that the voicebot initially asked in a similar and concise way.
I also included sample answers to provide more support and guide the user in the correct direction of what appropriate response options are and what they sound like.
Phrases like “I’m having trouble understanding you” place blame on the user. Even though no inputs are user errors, I don’t want the user to feel that their speech or cognition is being tested.
I also wanted to prioritize accessible language for users with screen readers and other assistive devices that allow them to uniquely access content. So, no words like “press,” “view,” “see,” etc.
I rephrased the question, emphasizing again where the user can find their Veteran Member ID in case they didn’t hear it the first time.
I used words like “input” and “enter” to refer to the many ways a Veteran could deliver the information.
