Voice-Application Design Example 

A voice-enabled application in the utilities industry, for instance, can process customer self-service meter readings. This example depicts this particular scenario.

Solution

The customer reads the electric meter and calls the electricity company. The voice-enabled application updates the customer's account with the new meter reading.

Dialog

The dialog between the customer and the application:

Speaker (Caller or System)	Utterance
System	Welcome to the Utilities Automated Meter Reading Service. Please say or enter your account number.
Caller	1-0-0-0-4-8-0.
System	Thanks. Please hold while I look up your account information…OK. The previous reading for this metering device was 2-0-6-8-8-6. Say or enter the new number.
Caller	2-0-6-9-1-2.
System	Let me confirm. The new reading is 2-0-6-9-1-2. Is that right?
Caller	Yes.
System	All right, please hold while I update the system… OK. Your reading has been recorded. Thank you for using the Utilities Automated Meter Reading Service. Good-bye.

Model

The application model looks like this:

The (deselected) blue section in the model handles:

●      Welcome

●      Identification

●      Authorization

The (selected) yellow section processes:

●      Caller input

●      Meter reading

Result

The result of this meter-reading call is stored in the back end. It can be viewed on the back-end application screen.

An example of the screen follows.