Understanding the Design with an Example

Scenario

Let us consider a scenario in the utilities industry where a customer calls the electricity company, reads the electric meter, and updates the meter readings. The electricity company uses a voice based application to serve the customer calls.

Interaction Document

The following table shows how a typical interaction document or a dialog document is designed during the design phase:

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. 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. Your reading has been recorded. Thank you for using the Utilities Automated Meter Reading Service. Good-bye.