Designing and implementing, and even launching, a voice service is not the end of the story.

At DialogCONNECTION Ltd, we take your implemented and even fully deployed VUI and check whether it needs optimisation (tuning). By modifying just the wording of the system prompts (prompt tuning), dramatically better recognition accuracy rates can be achieved, because the caller will be skillfully "guided" to say what we expect (and have covered in the grammar). The same holds for tuned grammars and word pronunciations but also error strategies and speech recognition engine parameters.

• Maybe your callers use a few specific expressions more often than others, so these have to be included in the grammars and potentially other more rare expressions should be taken out (to keep the grammars concise and hence loaded faster).
  
• Or perhaps most of your callers have got a specific regional accent, so the pronunciations of most of your application words should be extended with the corresponding regional pronunciations for those same words.
  
• Or it could be the case that many of your callers tend to interrupt the system (barge-in) before it has finished asking a question, thus causing recognition problems, since only the end of their utterance will be considered for recognition, leading to errors, misunderstanding and caller frustration. Just switching the barge-in functionality off may eliminate a great number of problems, depending on the specific application! 
  

To this effect, we collect, transcribe and analyse for you hundreds of real calls with actual end-customers, and identify problems, issues or even just areas for improvement, which are then classified according to degree of severity and urgency. The outcome of this analysis is then presented to you in the form of a Tuning report. It is then up to you and your organisation to decide whether to take up all or just some of our recommendations and modify the voice service. Or perhaps you would rather wait for a later upgrade, after you have added new functionality.