decodeDynamics

This blog assumes that you have basic understanding of Nuance Mix. If you want to get started with Nuance Mix you can read here.

Identify the key stakeholders & their concerns: Begin by recognizing the primary stakeholders and their key concerns, such as the rationale behind implementing an IVR or chatbot. Explore the existing customer interaction model and understand how transitioning to a desired future model can address existing challenges effectively.

Intent Mining: Gather the information and design around the Intent mining, check if you need to analyze the existing speech and behavioral data to analyze &map the intents. Understand how frequently you need to analyze the data to train the model with the new samples collected at real time from the customers conversations.

Functional Requirements: Prepare the detailed use case design and detail out the functionality which needs to be implemented using Nuance Mix with respect to below components.

• Speech recognition
• NLU
• Intents definition
• Intent mapping
• Alternate path
• Key intents and surrounding intents
• Txt-to-speech synthesis
• Voice biometrics

Key Intents and Surrounding Intents: Identity both the Key & surrounding intents. Key Intents are the primary objectives or tasks or user needs that users want to accomplish through their interactions. Surrounding intents are related tasks or questions that users might ask in the context of the key intent. By identifying these intents, you can create a more comprehensive conversation design that covers a range of user needs.

Depth of Dialogs Flows : Gaining a clear grasp of and planning the depth of conversations from the start holds significance. Keep in mind that this task may take time, and as the depth of interactions grows, so does the intricacy of the implementation.

Max Re-try & Escalation paths: Determine the maximum number of times a user can attempt a task before the system takes a specific action, such as transferring the user to a live agent or providing alternative options.

User Experience: Design the conversation flow and user interactions with the Nuance Mix. Design the natural conversation flow ,user prompts and system responses.

Security & Data Privacy: You need to understand what are the key concerns around the security and data privacy and provide your view points around addressing those concerns. Understand the consent management related requirements and design accordingly.

Integrations: List the main areas where integration is needed, and explain how you plan to integrate them. Figure out which systems in the architecture landscape need to be part of this and check if they can be easily integrated.

Exception handling: Design to handle misunderstandings, errors, and unexpected user inputs. Provide clear guidance for users when the system encounters difficulties.

Quality Assurance: Ensure that testing is adequately addressed and develop a comprehensive testing strategy that explicitly outlines the extent of testing in relation to the conversation flows within Nuance Mix. It’s important to recognize that testing conversation flows differs from conventional software testing, so exercise heightened vigilance in this regard.

Performance Testing: Plan for performance testing and user load testing, approach how you are going to simulate the load testing with concurrent virtual users. To perform load testing, you’ll have to simulate the behavior of multiple users interacting with your application simultaneously.