English: business drivers, VUI design, spoken language technologies, voice services, ICT for development, multilingual emerging markets
Afrikaans: inligtingstegnologie vir ontwikkeling, sakeaandrywers, spraakdiens, spraakkoppelvlakontwerp, spraaktegnologie, veeltalige ontluikende markte
English: Multilingual emerging markets hold many opportunities for the application of spoken language technologies; such as interactive voice response (IVR) systems. Designing such systems requires an in-depth understanding of the business drivers and salient design decisions pertaining to these markets. In this paper we analyze the business drivers and design issues for a voice service (the School Meals Line) piloted in the public sector. We find that cost saving; increased customer satisfaction and improved access to services and information are the primary business drivers for this use case. The main design issues we identify for this use case; and discuss; are language offering; persona design and input modality.
On: English; Afrikaans; Sepedi; Setswana and isiZulu